Posts Tagged ‘Million Dollar Club’

Focus on the customer: Four Seasons Hong Kong

Wednesday, December 11th, 2013

During our stay at the Four Seasons Hotel in Hong Kong on the occasion of our annual meeting of the Million Dollar Club, a network of international consultants, a woman from our group asked for hot water and ginger. Unfortunately, there seemed to be no fresh ginger available. Upon further inquiry into the beverage, the woman received an apologetic answer: It would take a few minutes longer. Someone had been sent to the market to buy fresh ginger. Shortly thereafter, the woman got her drink. Please note: It was about 8:00 o’clock in the evening.
Two lessons:
1. Focus on the customer. The customer is to be taken seriously.
2. The decision was made on the front line; no manager was involved. The responsibility for making such decisions on their own was assigned to the employees.
I call that commendable. And please don’t come back at me with: “A high-class hotel like that should always have ginger on hand.” Please don’t.

© 2013, Prof. Dr. Guido Quelle, Mandat Consulting Group, Dortmund, London, New York. All rights reserved.