“One of the world’s top hotels, the Taj Mumbai is ranked number 20 by Condé Nast Traveler in the overseas business hotel category. The hotel is known for the highest levels of quality, its ability to go many extra miles to delight customers, and its staff of highly trained employees, some of whom have worked there for decades. It is a well-oiled machine, where every employee knows his or her job, has encyclopedic knowledge about regular guests, and is comfortable taking orders.
Even so, the Taj Mumbai’s employees gave customer service a whole new meaning during the terrorist strike. What created that extreme customer-centric culture of employee after employee staying back to rescue guests when they could have saved themselves? What can other organizations do to emulate that level of service, both in times of crisis and in periods of normalcy? Can companies scale up and perpetuate extreme customer centricity?”
The preceding quote is from the latest “DFS Learning e-Blast” article, “The Ordinary Heroes of the Taj” by Rohit Deshpande and Anjali Raina.
In this December 2011 article in Harvard Business Review magazine, the authors tell the amazing and true stories of the terrifying events of November 26, 2008 and the remarkable reaction of the Taj employees and managers. They explore the culture of the Taj and explain how we can think about strengthening our own customer centricity to help our teams be ready for any customer need – large and small. It is all about the power of staff attitude in a service organization.
More from the article:
“We believe that the unusual hiring, training, and incentive systems of the Taj Group—which operates 108 hotels in 12 countries—have combined to create an organizational culture in which employees are willing to do almost anything for guests. This extraordinary customer centricity helped, in a moment of crisis, to turn its employees into a band of ordinary heroes. To be sure, no single factor can explain the employees’ valor. Designing an organization for extreme customer centricity requires several dimensions, the most critical of which we describe in this article.”
Read the short article to learn more!
Mike Osorio, your Dare to be Contagious™ strategist
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