CURRENT NECA MEMBERS CAN READ AN EXPANDED REPORTING OF THIS MEETING IN THE MEMBERS-ONLY SECTION OF THE WEB SITE.

On January 5th, 2010, NECA invited Brian Grubb, the Corporate Director of Learning & Content Delivery and a certified speaker for The Ritz-Carlton Leadership Center to present “Radar On, Antennae Up: Fulfilling Customers Unexpressed Wishes”. His presentation provided both inspiration and common sense recommendations applicable to all businesses. This was truly an evening of “take-aways” for our record breaking audience of over 150.

To emphasize his theme that excellence is created by design, Brian shared the Ritz-Carlton’s formula for “Legendary Service”. The bottom line for this common sense formula is recognizing that your product is service. You are in the service business, not just the washing business.

Another basic truth: Every employee is important, an integral part of the whole mission no matter what their actual job. All need to help each other become better at what they do and what the company delivers. With employee input, The Ritz-Carlton has built their reputation of doing ordinary things extraordinarily well.

This objective is realized by recognizing that the small things can make a big difference: you don’t have to spend a lot of money. Anyone can deliver the expected: cleanliness, courtesy, quality wash, responses to requests. The big question is what can you do to surprise and “delight” customers that will create a memorable experience they want to repeat?

Brian talked about the need to get customer feedback. He shared the questions the Ritz-Carlton asks to determine whether they have been successful in their fulfilling customers' unexpressed wishes and delivering legendary service. Do you know the questions you should ask to create your own “legendary service” and ensure customer loyalty? We are sure that our attendees were encouraged to create a culture of excellence in their own businesses after attending this high energy and engrossing presentation.