Micah Solomon: Four Seasons’ Customer Service: Consulting The Systems Behind The Click Of A Hotel Door

We probably all had unsatisfying experience in some inferior hotels — noise of air-conditioners, not sound-proof wall, sleepy bathtub, etc. Even though those hotels sometimes charge quite a lot of money, we can always find reasons to complain about its customer services. The reason why Four Seasons could successfully build customer service culture and become the premier luxury hotel is that they have answered and exercised three fundamental questions: Why? How? And What?

According to Simon Sinek’s “golden circle”, the question “why” is basically the company’s vision, which is usually missed in other companies. In the case of Four Seasons, they believe they can perfect the travel experience and emotionally engage the customers. Four Seasons answers the question “how” by offering only experiences of exceptional quality and by looking at, hearing, and feeling their business the way a customer does. That “click” is a functional sound that creates an emotion of wellbeing. This hotel succeed when every decision is based on a clear understanding of and belief in what they do, while in most cases other relatively inferior hotels are simply delivering their products and services.

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Other Sources:

http://www.forbes.com/sites/micahsolomon/2013/09/01/four-seasons-hotels-building-a-hospitality-service-culture-without-starting-from-scratch/

http://www.fourseasons.com/about_four_seasons/service-culture/

http://dalethoughts.com/2012/01/why-how-what-a-brilliant-model-for-success/