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| The Client Letter |
| The Ritz-Carlton Effect |
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September 28, 2011 Sedona, Arizona I still remember the first time I ever stayed in a Ritz-Carlton. I was on a business trip to meet a client and I was staying in a suite. The suite, of course, was immaculate. Marble was everywhere in the bathroom along with beautiful wood and furniture. For anyone who’s stayed at a Ritz, this comes as no surprise. But for a kid who grew up staying at Days Inn and the like, well… I like the Ritz style of living better. I didn’t get into the hotel until later one evening when I realized that I was out of contact lense solution. I asked if there was a drugstore around so that I could run out and get some. But instead of being directed out into the big city, “Ask the concierge” was the recommendation. And so I did. About 30 minutes later, I had a brand new bottle of contact solution delivered to my door. Nice. This Is What I Call
The Ritz-Carlton Effect It seems that the staff at the Ritz-Carlton is trained to say YES. I need some contact solution…. “Right away sir…” I’d like 4 watermelons, cut up with an assortment of cheeses. “No problem sir…” In the hospitality business, this type of service is expected and rewarded. But Don’t Forget: YOU Are Not
In the Hospitality Business, You Are In The Professional Services Business And in the professional services business, “YES sir, coming sir” is not what you want to be saying. As a professional advisor to your client (it doesn’t matter what you do, you are a professional advisor in your area of expertise), it’s not your job to meet every one of their needs. Your job is to help them reach their goals and get paid well for it. When you get busy trying to please a client, these simple truths can be really easy to forget. But forgetting these things can cost you a lot of money. Becoming a “yes” man or woman is just one of the things you want to stay away from. I put a bunch of other “must remember” items in my special report that you can read in about 30 minutes. If you think that success in this business comes from “making your clients happy,” you definitely need to read it. Otherwise, you run the risk of ending up like the folks at the Ritz-Carlton. They do their job well. But as a professional service provider, what they do has nothing to do with what you do. Remember that. See you tomorrow,
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