Summary of Exceptional Service, Exceptional Profit

Looking for the book?
We have the summary! Get the key insights in just 10 minutes.

Exceptional Service, Exceptional Profit book summary
Start getting smarter:
or see our plans

Rating

9 Overall

10 Applicability

7 Innovation

9 Style


Recommendation

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.

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 and
  • What the Ritz-Carlton does for its clients that you don’t do for yours.
 

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.

 

Summary

Service that Anticipates Customers’ Needs
Picture this situation: A hotel’s maintenance engineer perches on a ladder in the lobby, changing a lightbulb. He notices a guest coming in from the adjacent pool area. She is wet, wrapped in towels and carrying numerous beach bags. With her ...

More on this topic

By the same authors

High-Tech, High-Touch Customer Service
High-Tech, High-Touch Customer Service
7

Customers who read this summary also read

Culture Hacker
Culture Hacker
7
Your Business Is a Leaky Bucket
Your Business Is a Leaky Bucket
8
Matter
Matter
9
Woo, Wow, and Win
Woo, Wow, and Win
9
High-Profit Prospecting
High-Profit Prospecting
7
Get Scrappy
Get Scrappy
7

Related Channels

Comment on this summary

  • Avatar
  • Avatar
    RAUL AURIS 3 months ago
    I loved and even still love it.
    These book thaught how to create the wow effect in my guests as a waiter in the restos and hotels I have worked for.

    I did my best serving tourists in Puno and Cusco Peru.
    Satisfaction and good tips.

    Thanks for this great abstracr
  • Avatar
    RAUL AURIS 3 months ago
    I loved and even still love it.
    These book thaught how to create the wow effect in my guests as a waiter in the restos and hotels I have worked for.

    I did my best serving tourists in Puno and Cusco Peru.
    Satisfaction and good tips.

    Thanks for this great abstracr
  • Avatar
    RAUL AURIS 3 months ago
    I loved and even still love it.
    These book thaught how to create the wow effect in my guests as a waiter in the restos and hotels I have worked for.

    I did my best serving tourists in Puno and Cusco Peru.
    Satisfaction and good tips.

    Thanks for this great abstracr
  • Avatar
    Maria Silva 4 years ago
    This book really emphasizes on how high standards of a company and a great service can influence on the loyalty of the customers. The customers then will not think of the money factor but will keep doing the business because of that high- quality service.
  • Avatar
    Isha Uppal 4 years ago
    I really like what i read. this book really inspires you to take that extra effort which is needed to provide exceptional service for your customers. How a small extra gesture can change the customer's experience for the better. It's all about the service whcih is very important to each and every customer.
  • Avatar
    Juan Jose Servin Romero 6 years ago
    I like this reading in Iphone 4S
  • Avatar
    Micah Solomon 7 years ago
    Many Thanks to GetAbstract for this excellent summary of our book. It is really quite well done and crystallizes many of the key points with great clarity.

    --Micah Solomon
    co-author
    Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

    For more including a video treatment, feel free to visit http://customerserviceguru.com