Organizations from a variety of industries benefit from benchmarking The Ritz-Carlton and learning from The Ritz-Carlton Leadership Center. Below are just a few of the testimonials we’ve received from past customers.
Intermediate School District
The Ritz-Carlton Training was full of intentional efforts that do not require extreme time or resources yet the results are very impactful for our staff and customers. Our leadership team experienced two days of rejuvenation, refocused thinking and a renewed readiness to serve! I would highly recommend the training for an organization, large or small, that really wants to be their best.
Talon Air, Inc.
Thank you for the amazing experience I had in the class. It was a pleasure being at the Ritz Carlton from the second I walked in until the second I walked out. I am glad to say that I will take all the stories, lessons, and values of the importance of proper customer service to heart and will always have this class as a reference to use in the future.
The Radar On-Antenna Up program was exactly what our company needed to get reenergized. Our brand commitment is “to deliver a consistently impeccable experience” and this training helped our staff truly realize the potential of service to others. Through Jeff Hargett’s wonderful story telling, we learned how The Ritz-Carlton strives to create an outstanding experience that their guests will remember fondly. He had our staff’s rapt attention through the entire session. The staff left the session with a strengthened desire to make a difference; to create their own customer-focused “Wow” moments. This was truly an investment in our people, the ones who have the power to create a lasting impression with our clients. Our company has since implemented a few Ritz-Carlton standards of our own; for example, we now have our own version of line-ups, we have created and named our own credo card, and have started recognizing our staff for creating unique, memorable and personal experiences for our clients. The Gulfshore Insurance team’s feedback was phenomenal, the feeling leaving the session was pure excitement. Thank you for the inspiration!
I enjoyed participating in the Executive Leadership Series with The Ritz-Carlton. It reinvigorated principles within me that I took back to my company and implemented immediately. The way the program was designed gave a very high level, yet detailed overview of how a company works all facets of the business together to deliver world-class service. An environment was created where I was able to assess my company end to end and learned quite a few new things that will directly impact our bottom line. The program was inspiring, engaging and filled with meaningful actionable material. This class truly took my perspective and understanding of success to a new level.
The Ritz Carton Executive Education Series is FIRST CLASS! A wealth of information and inspiration was gathered during your exceptional seminar. To experience and witness employee engagement at every level from your front lines, to your back of house operations, to your executive management team was truly impressive. We left your series energized and ready to move forward with a plan of action for which several tasks have been accomplished already! Looking forward to working with Ritz Carlton in the future.
Our organization has five strategic imperatives for the next three years, one of which focuses on the customer experience and another on employee engagement. With the challenge that lies before us of leading our organization through the change required to be successful with these strategies, three of us attended the four day Executive Education Series. Knowing The Ritz-Carlton’s reputation for a superior guest experience, we anticipated the training would be high quality, but the comprehensive nature of the seminar was beyond our expectations. We covered so much ground in four days—from strategy, to alignment, to employee engagement, to leadership, to the processes behind their world class service, to practical ways to implement—it was wide-ranging, thought provoking, inspiring, fun, and extremely useful. We also got to see several of their processes in action, which was helpful for determining applicability. We have each taken specific teachings from the seminar and have either implemented or are working to do so. Thank you to The Leadership Center for their energy, insight, and commitment to a world-class experience.
Swedish Medical Group
We had invested a lot into understanding who we are and what our organization is about. But it is one thing to know that and another to know what to do with it. The Ritz-Carlton Leadership Center showed us how to effectively implement strategies to improve leadership, employee engagement and customer experience. The course was a perfect pace of discussion, theory and easy to apply tricks. The instructor was wonderful at engaging the group in a way that made it a valuable workshop and retreat instead of another lecture of things to do. It was very beneficial to apply and work out real-life examples with leaders from a wide range of industries. I was so energized after the course that I worked out some changes on the plane ride home and implemented immediately when I returned. Within a week, I could already see meaningful change.
I couldn’t be more delighted. We’ve heard nothing but rave reviews from everyone who attended. You inspired and energized the entire audience in powerful way, and I have no doubt they began implementing your suggestions the moment they walked out the door. Your message, pace, tone, and interaction were absolutely spot-on. I’m fairly certain the crowd would have stayed with you for the rest of the day if we’d let them!
The Ritz-Carlton Leadership Center and courses were a great experience for me. From the first interaction during signing up for the courses to the welcoming feeling and extremely engaging staff once onsite. I attended most of the Leadership Centers courses starting with “Service Excellence Culture” which for me helped me understand the Ritz Carlton culture and core values and gave me insight into how The Ritz-Carlton has been able to continue to lead the way in customer service with extremely high employee engagement for many years. Rackspace Hosting has and continues today to try to emulate companies like The Ritz-Carlton, to help us provide the high levels of customer satisfaction that we do and to see this in action and how The Ritz-Carlton has such deep-rooted core values and high employee engagement quite frankly amazed me. I continued on with ‘Memorable Customer Service’ which gave me even more insight than I had into what you need to do to not only take care of customers and create the ‘wow’ experience but to go beyond that. It’s less about getting a request and fulfilling it and so much more about trying to figure out what that request might be before it has even been asked for. This course helps you understand what to look for and how to look for it. I would recommend this if you feel you already have an idea of great customer service but want to take it to the next level. I was able to take parts of this course and work with our Rackers to help them continue to provide ‘Fanatical Support’ and strive to deliver the world class service that The Ritz-Carlton offers its guests every day.
Frost & Sullivan
The audience just loved your stories and insight, and the presentation could not have gone better. Everyone in the audience was thrilled by the amount of practical take-home strategies to improve customer experience:
- High energy, touching and “Gasp” worthy stories—enjoying & practical advice
- Great examples to deliver world class service
- Great info. Went away with actuals that I could implement
- Great speaker. Relevant content. Love her energy & ideas… Captivating!
- My radar is now on and the antenna will never go down again”
The Botsford Financial Group
I do not exaggerate when I say sending my employee to your training was by far the best money I have ever spent on my firm. The training was so impactful to my employee that she immediately came back and implemented a daily ‘line up’ in our business. Reluctant at first, I have witnessed a complete transformation in our team where they each enjoy participating in some element of the line up; they can’t wait to share their favorite service model; they can’t wait to share a “wow” story from the day before; they are working laterally to help each other, and ultimately our clients and prospects are benefitting greatly, which is the true test of any new initiative. It has simply been remarkable. Today was our 22nd day of line ups! We have officially made it a habit and it has been, without exaggerating at all, it is the best habit we have implemented in the twenty five years I have been founder and CEO of my firm! I only wish I had heard about it earlier! Keep up the good work!
Kenwood Therapeutics, a division of Bradley Pharmaceuticals
In our industry, we continually face stiff competition and unique challenges every day. In any given day, a pharmaceutical representative will face highly educated customers with a demand for service and knowledge. At Bradley Pharmaceuticals, we pride ourselves on finding ways to continually provide unique customer service while delivering clinically useful products that impact a patient’s quality of life. After The Ritz-Carlton Leadership Center presentation, we now go beyond that to find ways to deliver the Bradley Pharmaceutical experience, and form long-lasting bonds with our customers. The presentation provided a cohesive set of principles that any sales representative, district manager, or front-end receptionist should use when interacting with their customers. Everyone is a representative of the company, and should feel proud of being part of the team that delivers a unique, long-lasting and ultimately gratifying customer experience. We at Bradley have not only utilized these ideas in our dealings with our customers, but our interactions with each other as well. The Ritz-Carlton Leadership Center presentation truly has helped us to further stand out among our competition and in the eyes of our customers.
First Horizons National Corporation
Your talk was very engaging and hit the right note with our team regarding service excellence. Several of your ideas and quotes were brought up multiple times after your talk as our employees gathered together to discuss our differentiated customer service and corporate culture. Many of the service values of Ritz-Carlton and our own values as First Horizon are very similar and your talk reminded our employees how we can be the best at serving our customers, one opportunity at a time.
When we first thought of great companies who put ‘service’ at the core of their behaviors, we immediately thought of the Ritz-Carlton. When we learned that you offered a program to share your learnings with other organizations, we felt it would be a perfect fit for what I’m trying to do with our global HR team at AbbVie. And the best part is that I never could have imagined how strong of an impact that you could have had over a two-hour seminar. You did an absolutely fantastic job of engaging our audience. They were buzzing for the rest of the summit about you, your core service values, and the opportunity that we have to use service as a cornerstone to our culture with HR.
MedStar Southern Maryland Hospital Center
Creating a culture of service excellence is a journey. The Ritz-Carlton Leadership Center launched and framed the journey for us. The Leadership Center set clear goals with us and helped us collaboratively establish a vision of where we’re taking the organization. We’ve been on the journey for two to three years now, and since working with The Ritz-Carlton Leadership Center, we have seen notable and measurable improvement in our patient’s experience.
The leadership teams throughout our organization – from store department managers through our executive team – were inspired by the “Radar On, Antenna Up” presentation. It perfectly fit our leadership summit’s theme and our goals for taking customer satisfaction to new heights. It renewed our energy and focus on building emotional connections with our customers and how every associate is empowered to make a difference in our customers’ lives every day. Thank you for sharing the practical, impactful presentation … Our leaders and associates are not only talking differently, they’ve been inspired to act differently, as well!