Part 1 of 3: Thoughts on the Ritz-Carlton Leadership Center Training

Be Different. Deliver Excellence.

  • Matt Garrett, Collabrance Team Leader and Network Analyst:

    Matt Garrett, Collabrance Team Leader and Network Analyst:

    "It inspired us to try harder at what we do, and motivate each other to create memorable service experiences.”

  • Lorrie Poland, Technical Support Dispatcher:

    Lorrie Poland, Technical Support Dispatcher:

    Being intentional with great service can be a differentiator for a business. It inspired me to think of little things that can have a positive impact on others.”

  • Kayla Juehring, Administrative Assistant:

    Kayla Juehring, Administrative Assistant:

    “The training was a good reminder that everyone is busy, but we can’t forget to connect with the customer on a more p­­ersonal level.”

  • Hannah Erb, Collabrance Account Manager:

    Hannah Erb, Collabrance Account Manager:

    “It brought to life things we can be doing even better. Focusing on the little things will create memories and build lasting relationships.”

  • Dusty Kelchen, Strategic Marketing Director for SMD and PSG:

    Dusty Kelchen, Strategic Marketing Director for SMD and PSG:

    “The training inspires you to take service to the next level. You have to be fearless, because there are no walls when you're outside the box.”

  • Melissa Sawatzky, Human Resources Coordinator:

    Melissa Sawatzky, Human Resources Coordinator:

    “My biggest takeaway was service isn’t memorable unless it’s unique and personable.'"

  • Kyle Steele, Large Accounts Director, CDG West:

    Kyle Steele, Large Accounts Director, CDG West:

    “When you have knocked out all of the big things - the only things left are the little things - that is the difference maker!”

  • Bill Johnson, National Accounts Director, SMG:

    Bill Johnson, National Accounts Director, SMG:

    “We can never let our standards slide. We must deliver great service to every customer, every time because we value creating a memorable experience.”

  • Becky Anderson, Vendor Relationship Development Director, OEG:

    Becky Anderson, Vendor Relationship Development Director, OEG:

    "Little things make a huge difference. Service comes from the heart and this training gave some great ideas on how to keep this top of mind.”

  • Chris Beals, Vendor Relationship Manager, OEG:

    Chris Beals, Vendor Relationship Manager, OEG:

    “Making each interaction uniquely memorable is excellent for every business model. Delivering quality service is significant and a great foundation for success.”

  • Talia Breidinger, Documentation Specialist:

    Talia Breidinger, Documentation Specialist:

    "If we enjoy experiences with our colleagues it will spread with those outside the company, and the customer will feel the quality of service.”

  • Bobbie Busler, Account Support Advisor II:

    Bobbie Busler, Account Support Advisor II:

    “I loved the empowerment aspect to give others the green light to step out of their 'box,' and do what it takes to deliver what the customer needs, or will need.”

  • Chelsie Winkler, Legal Assistant:

    Chelsie Winkler, Legal Assistant:

    "I find myself paying greater attention to the level of service I provide, as well as the service I receive with businesses. It really makes a huge difference."

  • Jim Hocking, Vendor Relationship Development Director, CDG Data:

    Jim Hocking, Vendor Relationship Development Director, CDG Data:

    "I really enjoyed the training and learning how to capture personal interest and information on customers so I can get to know them and serve them better."

  • Chad Recker, Portfolio Management Leader:

    Chad Recker, Portfolio Management Leader:

    “It reaffirmed that you can’t give great service to your customers unless you give it to each other on the team. It’s important to take an interest at an individual level.”

May 24, 2016

Heart, Soul, and Service

When you focus your business on service quality, you grow. GreatAmerica had the pleasure of spending three days with Jennifer Blackmon from the Ritz-Carlton Leadership Center to reflect and build strategy on how to “Create Memorable Experiences.” This training applied to both our business and personal lives.

The smallest things often have the biggest impact. When you have a process and standard in place that consistently provides a good customer experience, all you have left to think about are the little things. Greatness is many small things done well. . . I love when I hear “You didn’t have to do that” and I can simply reply “I wanted to” because I genuinely care.

Ms. Blackmon shared a great story about an employee who went out of his way to get a pair of dress shoes for a guest late at night. That gesture resulted in the guest sending over $250,000 in flow business to the Ritz-Carlton because he didn’t want his visitors to “worry about shoes” when in town on business. I loved that the employee went above and beyond, but also that the company empowered him to provide outstanding service without having to ask.

“You have to have it in your heart and soul to want to provide good service,” said Ms. Blackmon. I couldn’t agree more. To proactively anticipate the needs of others before they are expressed, you have to always be thinking about them and be genuine. Wowing people is not only your differentiator from competitors, but a great way to live!


Part 2 of 3: "Actions from the Ritz-Carlton Leadership Center Training," and what you can do to provide service excellence.

Part 3 of 3: "Results from the Ritz-Carlton Leadership Center Training," and how you can improve your overall business.





Category: Training

About The Author

Brittney Stepanek

Brittney Stepanek, Strategic Marketing Director for Collabrance, is responsible for helping build relationships and brand awareness through strategic marketing initiatives. Before working at Collabrance, Brittney joined GreatAmerica in 2012 doing marketing for the Office Equipment Group. She received her Bachelor of Science in Psychology at the University of Iowa.


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