REL Communications
Home Page
Service Excellence
How You Do What You Do, By Bob Livingston
In The News
Contact Us


The Inaugural Glamour as Seen From a Taxi Stand
Jan 25, 2009

A reporter, posing as a doorman at the Four Seasons Hotel in Washington DC, to observe the "glitz and glamour"  of the inauguration discovered that the real "glitz and glamour" was the hotel itself.  In covering the comings and goings of  the "A Listers" , this reporter uncovered the splendor of service of one of the true Service Excellence companies in the world.  Read Full Article

One hallmark of Service Excellence companies is that Everyone, Everywhere , Every time lives the culture of that company.  In Washington, that culture is the culture of the Four Seasons world.  The article talks about the training of the staff, their sense of urgency to communicate with each other, recover from "glitch's" in service always striving for seamless and intuitive service.  The Four Seasons Hotels tend to blend the personality of their locations with the culture of their company.  They successfully create  Service Excellence, everywhere, every time  by maintaining  parallels that create the same Four Season's  fexperience or everyone.

To illustrate,  the Los Angeles Four Seasons Hotel, who I profiled in my book "How you do...What you do"  Read Full Profile   employ 550 people for 285 rooms.  In Washington they employ 450 people to provide the service for 222 rooms.    Their service success model clearly suggests an approximate 2 for 1 ratio of service people to rooms. Training, glitch recovery , seamless service, teamwork are just some of the parallel traits  present at every Four Seasons Hotel.

Hotels in the hospitality industry all provide accommodations, banquet space, meeting rooms and restaurants; what they do is very similar.  But how they do, what they do can be a differentiator and the bridge to loyalty.  The Four Seasons  in Washington DC and Los Angeles at Beverly Hills have achieved excellence in both what they do, and how they do it.  Their people drives their culture.

Subscribe RSS Feed

In The News Subscribe to RSS Feed 
 > Getting Better at Getting Better  
 > The Retail Service Quality Index  
 > Southwest Airlines' "bags fly free" stra...  
 > The Customer is Always Right  
 More >>  
How you do... What you doŽ  

How you do... What you do gives us hope in what is perhaps the most comprehensive book published in awhile on the topic of transforming your culture into one that is renowned for Service Excellence. 

"How You Do What You Do", by Bob Livingston

  ©Copyright 2008. REL Communications. All Rights Reserved.  
home | service excellence | the book | consulting | in the news | lectures | testimonials | about | contact | privacy policy | careers