Ritz Carlton Window Cleaning
December 2, 2009 – 9:13 pm
Even the carpets are luxurious.
The brass on the revolving doors shimmers like a mirror.
The doorman has a warm smile on his face, and he makes a point of welcoming you back for your second visit by name. (because he reviewed the client list that morning)
Every unusual request is automatically responded to with the word “yes”.
And among the myriad other minutiae that comprise the ‘Gold Standard Experience’ that has made the shareholders of the legendary chain very wealthy is a most unique and quite replicable little marketing strategy:
Always bid customers a fond farewell.
Ritz Carlton specifically instructs its staff to provide its departing clients with a “fond farewell”, according to their in-house procedural guide. Why?
Because it makes people feel special and remembered and important. Simple, really. And it has been proven to influence their decision to return for subsequent visits to the chain’s flagship properties.
Thus the question: Are you bidding your window cleaning clients a fond farewell when you’ve completed their cleaning?
It only takes a minute (or less) and its been proven to make a difference for the obsessive customer service specialists at the worlds most well-known (and very profitable) luxury hotel brand.
I’ve been trying to do it for about a month now. I no longer rush off when I’m done cleaning a clients windows, but take a moment to bid farewell. Not just a quick ‘goodbye’, but a small personal comment, a little quip to make them laugh, or one last positive remark about making their acquaintance. Truly a “fond farewell”.
I have only received smiles, well-wishes, and many, many thanks in response.
Sounds like something that could help your window cleaning business, too, doesn’t it?
Here’s why: You are in the relationship business.
When you help people feel like you care about them, they become more and more immune to your competitors attempts to steal them away from you.
Sounds like a pretty smart plan for 2010.
Have a great day, and thanks for taking the time to read this blogpost.
Kevin
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