This just in. The Ritz Carlton, the fabulous luxury hotel chain, just received an F grade for customer service.
CUSTOMER SERVICE! That, along with IS databases and staff selection, incorporates the main core competencies of the hotel chain.
"I was perplexed," said Erwin Schinnerl, general manager of the Ritz-Carlton on Boston Common. "To be rated an F is very severe."
Well, no joke.
So, who gave the failing grade? The Better Business Bureau did. It's one of the country's best known consumer watchdog groups.
But because of this rating, along with a few others, the media is accusing the BBB of "running a 'pay for play' scheme in which A plus ratings are awarded to those who pay membership fees, and F ratings used to punish those who don't," the article stated.
ABC's 20/20 is airing the investigation tonight. Check it out.
The companies motto, "We are Ladies and Gentlemen serving Ladies and Gentlemen," supports its core competencies in every way. It creates the social, structural, and strategic alignment on all levels. That's why I'm disagreeing with the BBB. My money, is on Ritz.
This is a timely article for me because Ihappen to be refuting the Ritz Carlton Case Thursday. I agree with Erika, I highly doubt the Ritz deserved a F rating in their customer serice.
ReplyDeleteI think this article certainly sheds light on the fact that these so-called "expert" sites are often flawed. Their formulas for ranking are often skewed by some factors which really are not that important. I guess it's just a reminder to be cautious when reading things online and get info from several sources!
ReplyDeleteWe realize there is a lot of work to be done in changing how we measure up to the standards consumers and business owners expect from the BBB.
ReplyDeleteTo that end, we have called a special session of our Executive Committee to convene today, Tuesday, November 16, to discuss and act upon corrective
action to current problems in our system and processes.
If you have any feedback/suggestions for us, please drop us a note at wecare@bbb.org.
Greg, BBB
It is interesting that the ratings may be based on favoritism or a fee service or something like that. I agree, it is hard for me to believe that the Ritz has poor customer service, especially poor enough for a grade of F.
ReplyDeleteAs far as their infrastructure and other systems for databases, I bet the fact that they have been trying to stay the same with the same image of classiness for so long has hurt them in the technology aspect.
I am curious as to how they will change that without losing their appeal to customers.
Talk about redemption! It is amazing that Greg from BBB was right there to comment on your post so fast! But I have to agree with Erika and Mallary, it is very hard to believe that the Ritz could receive such a poor grade. Their core competency is service and for such an established company to fail so miserably is unbelievable!
ReplyDeleteA "Pay for Play" scheme by the BBB? If true, that's truly a shortsighted decision. People reference BBB rating because they trust that the rating are honest. Without this trust, the BBB provides absolutely no value to consumers. So why use them?
ReplyDeleteAgain, I was very surprised to read that the BBB may be involved with a Pay for Play scheme. Who's running that place these days? Auburn alums?!