FlyerTalk Forums - View Single Post - How To Bring Ritz-Carlton Caliber Customer Service To Any Type Of Business
Old Feb 26, 2020, 12:38 pm
  #26  
arlflyer
 
Join Date: Feb 2013
Location: DCA
Posts: 7,769
Originally Posted by JBord
This is perhaps a bad example, because it's a totally different experience, but at one of the large Riviera Maya all-inclusives I stayed at for a wedding, we had the same waiter at the pool several days in a row. After the first day, he saw us sit down and came over and asked us if we wanted the same drinks as the day before (can't remember now what they were but he named them). Another time, he came to the pool while we were in it and asked if we'd like some fresh drinks delivered to us in the pool. I don't remember him once calling me "sir" or asking me how my day was, or making any other small talk.
I think it's actually a great example. "Service" has to translate into something tangible that makes your life better, or else it means nothing . "Sirs" and "Ma'ams" and pretending to care about how your flight was - that's called "lip service"...and it's worthless.
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