subject: Discovering Customer Unexpressed Needs The Ritz Carlton Way [print this page] Luxury is what human wants over and above its basic needs; luxury is the feel of being special; and that is what Ritz offers to its customers. The Ritz-Carlton experience is something to cherish for lifetime. The Ritz-Carlton promises to deal both with the expressed and unexpressed needs of its clients. The legacy of Ritz-Carlton started off with famous hotelier Cesar Ritz, who was the 'hotelier to the Kings'. This from the beginning has set Ritz as a status symbol. The Ritz-Carlton Boston has changed the face of hospitality in the USA. What Ritz-Carlton promises is personalized and exclusive experience to the guests. The credo card of Ritz-Carlton expresses the same, which is based on the following principles.
Ritz-Carlton promises care and comfort to its guests as guests are given the highest priority.
They promise to offer most personalized and the finest services to the guests.
They emphasis even to attend to the unexpressed needs of the guests.
It is the ability to understand and cater appropriately to the unexpressed needs of the clients that has made the Ritz-Carlton a lifetime experience.
In today's business world, many businesses are thriving at catering to the unexpressed needs of its clients like Ritz Carlton.
What does it mean to understand unexpressed need?
In a word it can be described as delivering more to the client as what has been expressed by the him. If you are sensitive to the unspoken needs of your client, you are likely to have more favorable feedback from him.
It's that many would say, that delivering the best is the only way to retain customer. When that is being true, nothing would be better if you can also deliver little more to your clients. Today, when you concentrate on building long term relationship with the clients, being sensitive to the unexpressed needs of the clients and also being upfront at addressing those is likely to lay the foundation for a long term relation.
Let us discuss it with an example, if you are dining at a restaurant and the staff being upfront in offering you an extra spoon which you're just thinking of asking, you're bound to feel good about it. It would also make you feel special and you are likely to develop a favorable idea about the services of the restaurant. The solicitous staff has actually confirmed a long term relation with you.
You too can follow the steps of Ritz-Carlton to discover the unexpressed needs of your clients and also succeed like Ritz-Carlton.
