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Stories by Edgar I. Sanchez

Puttin’ on the Ritz

The hours were long, and the work was hard. Attention to detail was very important. Our clients paid a lot for our services and they knew it. They expected the best from us.
They expected us to know their names, their favorite things - even their allergies. The customer never had to ask for something twice. Anticipating their needs always meant extra points! In fact, when we knew one of our best clients was coming over, we knew exactly where to seat him, if he preferred bottled or tap water and whether or not we should let our senior manager know so he could come over and greet him personally. Those were the days when customer service mattered. Quality management (QM) wasn't just jargon but was part of every step in the process. You could literally live it. Those were my good old days bussing tables at the Ritz-Carlton in Chicago.

Written by Edgar I. Sanchez30 Aug. 07 22:00