Vous êtes ici

Pour bénéficier des alertes ou des favoris, vous devez vous identifier sur le site :

Vous avez déjà un identifiant sur stratégies.fr ? Identifiez-vous

Pas encore d'identifiant ? Créez vos identifiants

Service compris

12/03/2009 - par Mark Tungate

This article comes to you from a hotel room in Vilnius, Lithuania. I can't tell you what Vilnius is like, because I haven't been outside yet. But I can tell you that the Crown Plaza Hotel has great room service.


I always enjoy coming to the Baltic States, because people here are so intelligent and enthusiastic. There's a sense of freshness and curiosity. Nothing is too much trouble for them - which may be why Lithuania's economy has grown so rapidly over the last decade. It's certainly why there's a lightness and lack of stress when you're doing business here.


I've been thinking a lot about how other people's attitudes can make a huge difference to your life, particularly in commercial situations. Last week I was in a very different city, Monte-Carlo, when I met somebody who had worked for Ritz-Carlton Hotels. She told me proudly about the group's famous customer care credo, which she had memorised and still used every day.


Here, in a slightly edited version, are some of the rules Ritz-Carlton staff are told to follow:
1. Building strong relationships creates customers for life. 2. Create mystique for our customers by providing excellent, unique, memorable and personal experiences. 3. Customers are not an interruption, but the purpose of our work.


I love that last one. In fact, I know a few waiters in Paris who could use some Ritz-Carlton training. Right now, some businesses are struggling to keep customers. The solution is simple: perfect service.

Envoyer par mail un article

Service compris

Séparer les adresses par des virgules
M’envoyer une copie par e-mail
Email this Article

Thank you for your interest in spreading the word about Stratégies.

NOTE: We only request your email address so that the person you are recommending the page to knows that you wanted them to see it, and that it is not junk mail. We do not capture any email address.

Plus d’informations sur les agences avec les Guides Stratégies