by William Arruda
“The headline of the Ritz Carlton Web site reads, ?Welcome to Ritz Carlton. How may we be of assistance?? That?s awfully warm and welcoming for an exclusive luxury hotel, I thought.
The Ritz Carlton brand promise is also clearly and succinctly stated on their home page: ?The finest personal service and facilities around the world.? So I thought I would put my professional branding hat on and check out the ?finest personal service? for myself.”
– This store is great because it melds brand with how a company treats its customers. Recently there was a poll on The Small Business Blog(TM) that asked whether the customer was always right and the overwhelming answer was “I always treat the customer as if he is right.”. It seems that Ritz Carlton is following the same line of thought and very effectively teaching us all a lesson in customer service and branding. -ed.