The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

7Support Frontline Empathy

They may forget what you said, but they willnever forget how you made them feel.

CARL W. BUECHNER

We can conclude our discussion of the science of service of Ritz-Carlton this way: Anticipating the customer’s unstated needs is the goal of every employee, and each fulfillment of a need should be as individual as the customer. Consider my experience when attempting to set up an interview with Mark Ferland, general manager of The Ritz-Carlton, Orlando, Grande Lakes. I contacted Mark via e-mail late one afternoon asking if there was any possibility that I could interview him the next day since I was going to be in the Orlando area. Knowing that my request came on short notice, I wanted to give Mark the largest window possible ...