CX Speak

Timeless Customer Service Lessons from the Legendary founder of Ritz-Carlton – Cesar Ritz

Written by Sonal Jaiswal | Evangelist, Customer Guru

This week, we have CEx lessons from the ‘King of Hoteliers and Hotelier to Kings’, the celebrated Cesar Ritz – the founder of the Ritz-Carlton group. His philosophy of service and innovations redefined the luxury hotel experience worldwide.

The Ritz-Carlton is one of those organisations that is known for its outstanding and exemplary customer experience stories. It is one of those few organisations that encourages its employees to spend $2000 on customers to make their experiences more worthwhile. You will be surprised that this also extends to guests who are already having a great experience with Ritz-Carlton, not just the ones who are dissatisfied. How amazing is that!? With a man like Cesar Ritz behind its values and cultures, it is little wonder that the group does what it does, and does it so amazingly well!

Here are a few quotes from Cesar Ritz that define the essence of customer service, something every organisation should build in their ethos:

“The customer is never wrong”.

Is there a better Customer Service lesson that we could have learnt? The very famous slogan ‘Customer is King’, used world over has actually originated from a phrase that Cesar Ritz is widely credited with. In 1908, Cesar Ritz is credited with saying ‘Le client n’a jamais tort‘ – ‘The customer is never wrong’.

That’s not the phrase that people now remember, but it can hardly be said to be any different in meaning to ‘The customer is always right’.

(Source: Origin of ‘Customer is never wrong’)

“Never say ‘No’ when a client asks for something, even if it is the moon. You can always try, and anyhow there is plenty of time afterwards to explain that it was not possible.”

Cesar Ritz has emphasised the importance of always being ready to serve your client. Use the ‘Never say NO’ as an SLA for your clients and getting the moon for them might also start seeming possible. With such service oriented thoughts as its foundation, it isn’t surprising that Ritz-Carlton is still one of the most admired hotel brands around the world.

We have also written about the exemplary stories of customer experience that Ritz-Carlton has consistently produced. Read one such story in the article here: Amazingly Shocking Customer Experience by Ritz-Carlton

We would love to hear your comments and if there is any other brand that we can learn from, please feel free to let us know and we will write about them.

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