Ritz Carlton Service – An Unexpected Pleasure

January 16, 2009

Filed under: General,Team Development — Ginny Hegarty @ 6:32 am

This classified ad for a Team Leader is currently on the web:
“You’ll be responsible for developing the team, and individual team members, to meet and exceed customer demand and expectations. The ideal candidate must be results oriented, have strong verbal and written communication and interpersonal skills, the ability to build and maintain positive working relationships at all levels, a passion for excellence, and familiarity with continuous improvement concepts.”

Would you believe that Chick-fil-A is the company behind this ad? You would if you’ve visited Chick-fil-A lately. After visiting a new franchise in our neighborhood, my son Dan called to say, “You have to drive down here, you’re going to love this.” Here’s how I was greeted: “Hello, my name is Josh, may I take your order please?” ..“My pleasure, please come around to the next window where Amy will be happy to serve you.” After thanking Amy for my lunch, she also replied “My pleasure.” Great service, servers who identify themselves and set themselves apart with high energy and above average manners. This was a far cry from the “do you want fries with that” stereotype of fast-food restaurants. I’ve come to learn that Chick-fil-A’s CEO, Truett Cathy was inspired by the Ritz Carlton hotel chain when he chose his restaurant’s trademark phrase, “My pleasure”. Mr. Cathy is dedicated to inspiring others to leave a positive impression on the people they meet. It sure worked for me.

Be Sociable, Share!

No Comments

No comments yet.

RSS feed for comments on this post. TrackBack URL

Sorry, the comment form is closed at this time.