The 12th Top 10 List from #551-600 in the Project
Hello 600 club. We’re rallying toward the next milestone of the 2/3rds mark of 667.
It was hard to choose from the stellar examples from this 50, but here are the ones that were left standing:
10. Caledonia Golf & Fish Club (#575 submitted by Jeff Day) “Caledonia in Myrtle Beach, SC offers a cup of chowder at the turn, which is cooked and served right in front of you on the tenth tee – it’s a unique experience.
9. Enterprise (#551) “Enterprise Rent-A-Car — the largest rental car company in North America — marked a significant milestone in February 2007: its 50th anniversary. To commemorate this achievement, thank the customers and communities that made this success possible, and look forward to the next 50 years, Enterprise made an unprecedented gift to The Arbor Day Foundation. Enterprise has formed a partnership with the Foundation to plant 50 million trees over the next 50 years a gift, in total, of more than $50 million dollars.”
8. KLM Delft Blue Houses (#596) “Each year KLM presents a new collectable Delft Blue house to its World Business Class passengers on intercontinental flights. The miniature houses are replicas of historical Dutch buildings. KLM’s porcelain houses are filled with genever, Dutch gin. Over the years they have become desirable collectors’ items, generating a lively trade among passengers.” YouTube video at: http://www.youtube.com/watch?v=rj1il65f5-w
7. Jet Blue (#579) A very nice purple goldfish on the whole. “Jet Blue gives customers a full can of soda during the beverage service and free unlimited premium snacks.” Check out this entertaining video: http://www.youtube.com/watch?v=JzVmfyf3KIc
6. Trader Joe’s (#591 submitted by Jennifer Phelps) “TJ’s has baby shopping carts. Great way to keep our two boys busy when we go shopping. They get such a kick out of pushing their own carts”
5. Nagasaki (#553 submitted by Tina Franks) “My purple goldfish is a local story… hope it makes the book! A local Japanese restaurant, Nagasaki, in Howell, NJ, offers their consumers an unbeatable lunch special. Choice of 3 rolls, soup & salad for $9.99. Despite the fantastic offer and quality food, the restaurant was struggling to keep their lunch business afloat. Several months ago, under new management, they started serving complimentary edamame for parties of 3 or more (representing a $5 value). I have seen their lunch business more than double since they have launched their new “Purple Goldfish” initiative. Their traffic and table sizes continue to increase as Word of Mouth travels.”
4. Izzy’s (#582 submitted by Katie Morrow of Aveus) “Izzy’s ice cream shop in St. Paul, MN offers a free “Izzy” scoop with each scoop order. Every scoop gets a free “Izzy” – a miniscoop of another flavor on top.”
3. T-Mobile (#563) “Kids phones are free on the family plan”
2. Hamilton College (#588 submitted by Mike at Hamilton College) “After prospective students and their parents take a tour of the college they are given a coupon for a free black and white cookie (the black and white cookie was invented in Utica). The coupon is redeemable in downtown Utica. It’s a nice ‘thank you’ plus it gives a nice incentive for folks to visit the quaint and picturesque downtown”
. . . and the #1 on the eleventh Top 10 List:
1. Ritz-Carlton (#564 submitted from a posterous post by Barry Peters)
“The delicate balance between customer and workforce focus is many times achieved by suitably empowering employees.
The classic example of this done well (luckily experienced personally) is the only 2-time MBNQA winner, Ritz Carlton, in the service sector. Many case studies and books have been written strewn with success stories of how empowerment increases employee satisfaction (i.e., workforce focus) while obviously maintaining customer focus.
For those not familiar with the Ritz, each employee is taught a 3-step service process:
1. A warm and sincere greeting.
2. Anticipation and fulfillment of each guest’s need.
3. Fond farewell.
It is this second step that is key. Employees are able to spend up to $2,000 to fulfill each guests need. Employees are incredibly satisfied with their work as they can personally make a difference. There has been much written about empowerment and influence as a primary success driver and how they aren’t mutually exclusive depending on the customer life cycle.
I had the opportunity to witness it first hand at an RC property recently in the Caribbean. When I checked in, the “casual” conversation queried what I’d be doing at the reception desk. I replied, “scuba diving.”
I later returned to my room after grocery shopping to find a small wicker basket including some small dive items and a beautiful book on the best dive sites in the area.
Feeling the experience an empowered employee can deliver as a recipient only validates some of the academic discussion. Workforce focus truly contributed to customer focus!”
Click here for the second Top 10 list from #51 to #100 in the Purple Goldfish Project.
Click here for the third Top 10 list from #101 to #150 in the Purple Goldfish Project.
Click here for the fourth Top 10 list from #151 to #200 in the Purple Goldfish Project.
Click here for the fifth Top 10 list from #201 to #250 in the Purple Goldfish Project.
Click here for the sixth Top 10 list from #251 to #300 in the Purple Goldfish Project.
Click here for the seventh Top 10 list from #301 to #350 in the Purple Goldfish Project.
Click here for the eighth Top 10 list from #351 to #400 in the Purple Goldfish Project.
Click here for the ninth Top 10 list from #401 to #450 in the Purple Goldfish Project.
Click here for the tenth Top 10 list from #451 to #500 in the Purple Goldfish Project.
Click here for the eleventh Top 10 list from #501 to #550 in the Purple Goldfish Project.
