M: Memory and Mindset
Having an excellent memory is an important part of succeeding in business. For example, you can use your memory to impress a client. How? Show that you remember something that’s important to your clients such as their birthday, anniversary, or wedding.
Follow up by sending them a card or free bonus product that shows that you remembered a special occasion in their life. Your gesture of kindness will impress them, and the bonus product will surprise them. That’s why I often refer to these bonus products as surprise bonuses. Remembering things that are important to your client should become a habit. A habit is automatic. It sets your mind on automatic pilot. For that reason, a habit can be thought of as a mindset.
The professionals who run the Ritz-Carlton Hotel have a certain mindset. They feel that their hotel guests should be treated to a luxurious experience. That experience is embodied by the finest service. Amazing service starts right after you enter a Ritz-Carlton Hotel. When you check in, the front-desk clerk will walk out from behind the counter, greet you, and give you your room key. The clerk is following predetermined standards of service. In fact, the Ritz-Carlton’s Website lists those standards as “a warm and sincere greeting…, anticipation and fulfillment of each guest’s needs, [and a] fond farewell.” The employees at the hotel anticipate that guests will want a hassle-free check-in process. After all, if you’re on a business trip, traveling may already have been a hassle.
Very often, when you arrive at a hotel, all you’ll want is to get to your room, relax, unpack, and enjoy the resort. The Ritz-Carlton has worked very hard to ensure that guests experience an efficient check-in process and are shown to their luxurious rooms without an extensive wait. According to the hotel’s Website, the front-desk project team at the Ritz-Carlton in Osaka, Japan, reduced the check-in time by fifty percent. The staff fine-tuned the check-in process to give their guests an extraordinary first impression of the hotel. Fine-tuning this process is a consistent part of the staff’s mindset. You must develop the same mindset. You must fine-tune your business processes to satisfy your clients. That should be your priority.