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Fashion Law Blog An Interactive Discussion on the Business of Fashion

“Puttin’ On the Ritz”

Posted in The Business of Fashion

You may recall the pop song Puttin’ On the Ritz.  What you may not know is that the phrase is also a slang expression meaning "to dress very fashionably" and was inspired by the Ritz Hotel in London, now part of the Ritz-Carlton family.

Why are you reading about the Ritz Carlton on the fashion law blog?  Because they have such amazing customer service I just about cried.  Here’s what happened during my last stay:

As some of you know, I was in in Philadelphia last week.  You also may know I have a thing for shoes, but what you may not know that I am slightly crazy about my hair.  When I travel, I sleep on a special pillow so my hair stays nice longer, and too my dismay, I forgot it.

So, I decide to ask the nice gentleman who was helping me with my bags (and remembered my name from my last visit), if housekeeping happened to have one I could borrow.  He said he would check and see.

About 10 minutes later, he called and said they didn’t.  BUT, he would be happy to go to Macy’s and buy me one!  Did I mention it was snowing?

I travel a great deal for work, and I shop often due to the nature of my job.  I have never had such incredible service as I received last week.  And guess what, I am not special (despite what my mom says).   

Turns out that the Ritz-Carlton has "Gold Standards" that include empowering their employees to commit up to $2,000 of the hotel’s funds to bring instant resolution to a guest’s problem.  WOW!

How would your business change if you did as Seth Godin writes, "the most you could do instead of the least?"

And quality customer service pays off.  Every time the Ritz’s customer engagement score rises four points in the Gallup study, the company sees a $40 million increase in revenue.  Double WOW!

In sum, run your fashion company like the Ritz: radically over deliver extraordinary service and watch your profits skyrocket.  

So, as the song goes, I would highly recommend:

If you’re blue and you don’t know
where to go to why don’t you go
where fashion sits
Puttin’ on the Ritz (Carlton)

They will make your day.   Guaranteed.

photo credit: soundtrackcollector.com, art.com and impactiviti blog