Lesson from the Ritz

I was on the rooftop bar of the Ritz-Carlton Hong Kong in April. We had just finished a sprint around China and on our final night we wanted to say thanks to our partners that took us all over the country and enjoy some cocktails. The manager of the venue came up to our group and started asking about our trip and what we do. He was sincerely interested and then asked us if there is anything at all he could do for us. I asked if he could give us a principle for our company about what makes the Ritz-Carlton special. What is the thing that we could take and implement in our company. He said, “Personalization”.

This was the topic of our team call today. Every week we cover some principle that we learned over the course of starting this company. We publish them here.

Personalization is the key to customer retention - Ritz Carlton experience manager.

We talked on the call today about how we can personalize the experience you have with us. We shared stories of our best experiences with brands that made a point to personalize their service and products. For me, the best personalization I get is eating a restaurant where you are friends with the owner. UnderWraps in Pleasant Grove is special because Chef Skyler makes it so. He creates off menu items every time and we never miss a chance share a Koshihikari Echigo together. Go try it when you find yourself in Utah County https://www.instagram.com/underwrapssushi/

Scott X - 420 News Report

Skyler and Hannah below