How Is Customer Loyalty Achieved?

“The service moment creates loyalty.” ~ Horst Schultz

What a pleasant surprise to learn that we follow the Horst Schultz rules of excellence. Schultz is the co-founder of the Ritz-Carlton Hotels Company, and I heard him speak on a podcast this week.

What rules of excellence do we share?

We have a vision and that vision is leading us somewhere.

When we come to work, we are here to be excellent for the benefit of all.

We provide a superior product.

We are consistently timely.

We are respectful and responsive.

We strive to exceed expectations.

We keep to the high road when there is a problem.
We listen, empathize, and we address the problem.
We provide guidance.
Horst says, “Don’t point, take them there.” For us, this might mean stopping to address an urgent need, meeting a need before being asked, providing guidance during a crisis, or simply listening.

After 20 years, I've found that most customers agree.

• Service excellence creates loyalty.

• Keep to the high road.

• Lead the way.