The Ritz Carlton Model of Customer Service

Robin Brogdon, MA, owner and president of BluePrints Veterinary Marketing Group, explains why veterinary practices should use the Ritz Carlton model of customer service. Each employee is tested meticulously, retested and then retested again. Employees are to think of each customer as a person, not a client.

At the beginning of each and every shift, all employees have a 15-minute team meeting where two things happen: 1) one manager will acknowledge one team member for an extraordinary act of service and 2) one guest at the hotel is described in detail.