Exceptional Service, Exceptional Profit

In this summary you will learn

• Why quality service is crucial
• How to achieve it
• What benefits will accrue to your organization when you do
• What the Ritz-Carlton does for its clients that you don’t do for yours

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Why you should read Exceptional Service, Exceptional Profit

What Apple is to innovation and Rolex is to quality Ritz-Carlton is to service. Consider the luxury hotel chain’s famous $2,000 customer-satisfaction pledge. This remarkable program, now in place for decades, allows any Ritz-Carlton employee, regardless of rank, to decide alone to spend up to $2,000 to resolve any customer problem. To date, no Ritz-Carlton employee has felt it necessary to spend the full amount on behalf of a customer, but many take creative action to address problems promptly. This policy sends a powerful signal to Ritz-Carlton clients and employees about how much the company values quality and service. In their book, service experts Micah Solomon and Leonardo Inghilleri teach you how to plan and implement an exceptional service program. getAbstract cheers this nicely written book. It is a pleasure to read and it explains exceptional service clearly.

About the Authors

Leonardo Inghilleri is managing partner and executive vice president at West Paces Consulting in Atlanta. Micah Solomon runs Oasis Disk Manufacturing in Manhattan and Washington, D.C.