Transcription
You know that luxury hotels, this thing is a big scam. You see hotels like the Ritz-Carlton and so on, they are among the most prestigious hotels in the world. A single night in a Ritz-Carlton costs on average 1000 dollars. The CEO of this chain invented three simple rules. It's the rule of the magic word, of the 3 meters, and of the 2000 dollars. And he said with that, you can charge whatever price you want to any rich person. And so the CEO's name is Horst Schulze. He analyzed thousands of stays and customers, and he created these three rules that revolutionized luxury in hospitality.
First, he discovered that the most important thing, by far, is the first [music] contact. If the customer has a very good feeling during the first contact, they will complain very little, or never. If the first contact is not good, it doesn't go well, there is almost always a complaint. In any case, the slightest excuse, they will complain. So Schulze imposed the first two rules. When we see a customer, we don't just say hello, we say welcome. It seems like nothing, but it changes everything in the customer's perception. It means that you are welcoming the person and that you would like them to have a good time. To this, he added the rule of the 3 meters. Anyone who is in the hotel, who finds themselves within 3 meters of a customer, must stop what they are doing, turn towards them, smile, and wish them welcome.
And the last rule is the rule of the 2000 dollars. If a customer has a problem, each employee has a budget of up to 2000 dollars to resolve it. In 8 years, it was only used once, but it's just to give employees the power to intervene and do everything they can to help the customer and not feel limited in correcting an action. That Steve Jobs, when he wanted to create the Apple Stores, went to meet this guy, Scholz, to ask for advice because he wanted to make the Apple Store a luxury hospitality experience. And if you go to an Apple Store, you will find these rules there. It's incredible.