How to Deliver World-Class Customer Service | Robin Sharma

Hi. I am here on the magnificent island paradise of Mauritius. It's a gorgeous day. We're ending out the tour, and I wanted to take you through some quick ideas on customer experience, actually being a merchant of wow and the work that you do based on where am right now? I'm at a place called Shanti. It's a resort. It's from the Neera resorts here in Mauritius. I'm on this island paradise. Mauritius is just magnificent. I mean, look, just check out the surf over there, you know, and the food and the people and the culture and the beauty. You know, this resort, I mean, everything is just oad obsessive attention to details. They want to get every little thing right. I was talking to the general manager when I came in, and he said, it's the little things that make the big experience. And, you know, I think one of the things I want to show you, they told me when I checked in that, you know, because I was sort of blown away by a number of the little details and the culture of this property. And I asked, you know, what, how do you get it done? How come everyone is so amazing, for example, in terms of treating the guests with such care. And one of the things they showed me, I'm going to. Hopefully we're going to get this on the video, but this is the uniform that a lot of the people who work here wear, and you won't believe this, but literally stitched right into the collar of the uniform. I hope you can see that. But it says guest is God. I mean, some of their core values are stitched actually into the shirt. So when you put on the shirt every morning, you remember the core values. Is that not unbelievable? Look inside one of the. One of the areas of the shirt. Perfection. Let's see where else. Okay. You know what? This is incredible. If you look inside, as you put on your sleeve, you see the word.

Every one of us needs to see this every day. Look at that passion. You remember that? Let's see what's on the inside. Oh, look at this. The pocket. The pocket of the shirt. The word. You see that I hope you can trust. And then the other sleeve is what we're all about, what leadership is all about, which is service. So, you know, just. I. Oh, and I want to show you one more thing.

All the employees carry this little booklet, and it's so well done. And in the booklet, I mean, you can see it right here. And in the booklet, the key values that they want to live by and think by, and brain tattoo into their mindset. So they do genius level work in front of their customers every day. I write in this booklet. Here are some of the things. Number one. Guests. I thought this was great. Guests arrive as residents, leave as friends and return as family. Is that not amazing?

How about this number three?

The answer is yes. Now tell me the question. I mean what an incredible mindset For a hotel or for any business. When the customer asks the question before the customer even asked the question, the answer is yes. Now tell me what you want. I mean phenomenal mindset Number five. Core value. Number five Perfection is a passion for the details.

And number number seven is great. The culinary art is sacred. And then finally we are devoted. Number 10. We are devoted to pleasure for our guests. So from Beautif Mauritius some ideas and some innovation. Was that shirt idea not incredible? But the bottom line is great customer experiences and great organizations don't happen by luck. They happen by all these little innovative ideas executed on with monomaniacal perfection. Thanks a lot from Mauritius. Bye Bye.