5-Star Service: Advice from 3 Experts
Watchpoint Logistics, Inc. delivers high value goods with the utmost care and efficiency. Our core product is service. As a third-party logistics provider (3PL), we deliver two layers of service- to our customers and to our customers’ customers. Watchpoint Logistics, Inc. strives to provide five-star service experience, each and every time.
When it comes to five-star service, two iconic hotel brands stand out: The Ritz Carlton and The Four Seasons. In a recent interview, former President and COO of Ritz Carlton, Horst Schulze offers this credo as the key to the organization’s renowned service:
“The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission.
We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience.
The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.”
According to Schulze, creating memorable customer experiences require understanding and caring for customer needs.
Isadore Sharp, Founder and Chair of the prestigious Four Seasons Hotels and Resorts, agrees. Though concise and to the point, the Four Seasons’ credo summarizes this focus on customer needs perfectly:
“Do unto others as you would have them do unto you.”
Simple and easy to remember, this organizational credo mirrors the Golden Rule for a reason. It works. The common denominator is clear- creating memorable customer experiences through compassionate human interaction.
In the world of global transport and logistics, top-level tracking and on-point systems are tantamount, of course. But, as important as the technical details are, it’s the people providing the service that create memorable, positive customer experiences. Whether all is seamless, or glitches arise, a customer’s interaction with our people is what they will remember. Technology will never replace the importance of high touch service.
What works externally, works internally as well. Our internal customers (work colleagues) deserve the same five-star service also. Rather than a mask worn for the benefit of external customers only, excellent customer service is a habit, a way of looking at work that prioritizes quality, character, and integrity. Once again, automation cannot match human connection. Inside and outside customers alike deserve professionalism and competence delivered with warmth and care. Isadore Sharp concisely summarizes this guiding principle once again:
“Service is an exchange of mutual respect performed with an attitude of kindness.”
When skill level intersects with a desire to do quality work and the ability to see from another’s perspective, customers (whether internal or external) will remember the experience.
Watchpoint Logistics, Inc. constantly works to deliver top-tier customer service with each and every delivery. We’d love to hear your feedback! Please contact us here to share your stories or suggestions.