The Best Service in the World

Those wishing to learn the secrets of top-notch service need look no further than the Ritz-Carlton Cancun. After spending four days there on a recent site inspection for our meeting in January, I am convinced that the staff at this Ritz provides the best service in the world. They go above and beyond the mere language of service ("it's my pleasure...") and actually live the Ritz's credo to fulfill "even the unexpressed wishes and needs" of guests. And they do it all with a level of sincerity that simply cannot be faked.

Example: While dining at the Ritz's Club Grille I mentioned to a companion that my post-meal cappuccino was perhaps a little strong. No waiter was hovering, and I wasn't speaking loudly or making a big deal about it. Within minutes a new cappuccino arrived. I was actually a little embarrassed that the waiter had gone to the trouble. While he watched anxiously, I took a sip and told him it was much improved. He then left to serve other tables.

A few more sips of the coffee and my cellphone rang. I got up to leave the dining room so I could take the call, and the next thing I know the waiter is hurrying after me with the cappuccino, in case I might want to continue drinking it while talking on my cellphone in the lobby.

I was blown away by this. I have never seen anything like it in my entire life of travel, including lengthy stays at many other Ritz-Carltons. Not only was this waiter anticipating my "latent desire" to have the cappuccino with me while in the lobby, he also performed the service with pride shining in his eyes. It wasn't just that he was trying to impress me (or the higher-ups that might have been watching); he wasn't checking off a box called "outrageous service item #1"; instead, his actions were spontaneous, self-initiated and sincere.

It's that sincerity and pride in service that's missing in so many other businesses - even those that are providing service at an extremely high level. From the CEO down to the smallest cog in the wheel, too many people are just doing their jobs, mentally "checking off" the list of service items, and in the process delivering a by-the-book, standardized experience - a very good experience, to be sure, but not the kind of service that makes you smile when you think about it afterwards.

And the funny thing is, it doesn't really take that much. If a waiter bringing a half-consumed cup of cappuccino to someone in a lobby creates a mind-blowing service experience, can you imagine what can be done for patients in a dental office? Think unexpected, think small, think delightful.

Best,
Michael

P.S. I'm not suggesting you should buy a cappuccino maker for the office.

Allowing for Success
by Greg Tice

We just recently concluded our 9th Annual Coordinators Conference here in Seattle. There were a number of great presentations and a lot of information shared between clubs on how to make everyone’s experience even better.

On Saturday morning during the conference, we had a relatively tight turn between speakers. Fifteen minutes total and an entirely different stage set needed to be established for George Walther who is a long time friend of the Seattle Study Club. Between moving tables, getting materials out and hooking up his presentation, there was a lot to do in 15 minutes and our staff was really on top of it. George kept trying to help move tables, but we just told him to focus on what he needed to do, and we would take care of the rest. As always, George delivered a knockout presentation.

I didn’t really think much further about it until I received a thank you note from George yesterday. Part of it read “That single sentence during the break before my show said it all ‘We’ll take care of your environment, you just focus on what you need to do.” He went on to say that this really allowed him to be successful for our audience and deliver beyond their expectations.

It got me to thinking about how often we are so wrapped up in what we need to accomplish, that we don’t stop and take time to think about how we can make it easier for others to be successful. If those around us are allowed to be successful, it creates an environment that delivers the best to our patients, our practices and our families.
posted -- 05/07/2008

Symposium 2009 in Cancun!

At our gala final event at the Grand Wailea, our destination for Symposium 2009 was announced. It is the Ritz Carlton Cancun, where the meeting will take place January 26 through January 31. Be sure to mark the time off right now. Plan to fly in no later than the 25th of January and depart on or after Feb. 1st, 2009. This is one of our favorite Ritz properties and it is certain to sell out quickly. Reservations are now being accepted by the hotel, but you must call the hotel directly at 011 52 998 881 0808 and ask for Mr. Roger Cupul. The room rate this year is $335 per night (plus taxes and resort fee) and includes round trip group transportation to and from the airport in Cancun, provided by the Ritz-Carlton.
posted -- 01/20/2008