Is the customer always right?
At the 2017 National Multifamily Housing Council (NMHC) Student Housing Conference in Tampa, Florida, Elauwit proposed and moderated a general session on customer experience and how it impacts the student housing industry. We invited John M. Cashion, Corporate Director of Culture Transformation for the Ritz Carlton Leadership Center, to speak about their standards and what makes them one of the best companies in the world for providing exemplary customer experience.
When it came to the Questions & Answers portion of the session, one person asked, "Is the customer always right?"
John shared this response:
Our takeaway: it isn't about whether the customer is right? That really isn't the way to look as it. It's about treating the customer right and keeping his or her experience at the forefront. At Elauwit, the customer's emotions and needs come ahead of our own. We may not have the same 50 year old motto as The Ritz Carlton, but we do know how to treat our customers and their residents. Creating the right experience comes first.