Why is it that we never speak of customer service in our nonprofit work? Be honest, when was the last time you heard someone refer to increasing customer service, or customer satisfaction? I can’t remember one time.
What does this say about how we view our clients, particularly for organizations that don’t sell a service like hospitals, arts and cultural nonprofits.
The Ritz-Carlton has made a brand out of exceptional customer service. Matter-of-fact, they won the Malcolm Baldrige Quality Award twice (I am a Baldrige examiner). They have something to teach every organization about customer service.
Diana Oreck, vice-president of The Leadership Center for the Ritz-Carlton shared some of the company policies in employment and customer. Listen to what she said, how can you apply it to your organization? If you charged for your client services, would you have any buyers?
- Good customer service is like poetry in motion, Oreck said.
- And customer service starts with proper training for all employees.
- The service philosophy is so simple, but many companies are giving it lip service, she said.
- It all starts with hiring the right people. The Ritz has an elaborate interview-testing method that was developed specifically to identify personalities that are “customer-focused.”
- Communication with customers is a necessity, she said.
- Happy people spend more money, Oreck said. Verbiage is important. We use customers’ names. It’s important. And we want them back. How many companies blow it in the last second when dealing with customers?
- Perhaps listening to customers is the most useful tool.
- If you receive a complaint, own it, she said. Then resolve it to the guest’s satisfaction. While service is declining in other industries, we have continued to increase business and offer guests unparalleled customer service. This can only be done through highly trained and motivated employees.
Let you organization’s ego “hold it’s breath.” What can you learn from her comments?
Source: Shottenkik, J. (2005, April 6). VP of Ritz-Carlton speaks at Oklahoma City leadership program, says success hinges on good customer service. Journal Record, 1.
