A Customer-Centric Culture

Sunday 10 December 2023 marked the end of a great space in my life, where I spent around 1.5 years living in one of the best places – Hilton Riyadh Hotel and Residences, on the 19th floor, room 1949 - my home (Moncef Triki did the impossible to make sure the availability of this room for more than 95% of my stays).? My stay was mostly like 5 days in Riyadh every week then became longer stays over the past few months till I moved on Sunday to my own place in Riyadh, my new home.? I left the hotel with tears in my eyes as much as tears in the eyes of many employees who are the least to say, exemplary employees in customer service.? These employees have set the tone for what customer service should look like in the hotel industry, and surely have raised the bar very high for others to follow – a true case of customer service, worth noting and documenting. This is not a paid advertisement by the hotel by any means!

Being in the business of people behaviors and supporting culture transformation across the MENA region with #KornFerry, I believe it is a good timing to write this post on a much-required organizational success profile today, “Customer Centricity”, especially with the upcoming touristic opportunities in Saudi Arabia, #RiyadhExpo2030 and #2034FIFAWorldCup.?

So, how is an organization customer-centric?

Among the many variables that we analyze, “The Employees” come first on the list. They set the tone for "the way things get done here”, ie Culture. This culture gets reflected on the way customers get treated. A happy employee will make the customer happy. A well-treated employee will treat the customer in a good way. It is a take and give process.

So, how do the Hilton employees make this hotel a successfully customer-centric one?

They:

1.?????? know how to relate to customers,

2.?????? answer their quests (stretch out largely sometimes and step out of the norm), and

3.?????? build relationships!

Talking about building relationships, #Empathy gets the lion’s share.? Empathy has been called out as the most important leadership skill according to research (https://www.forbes.com/sites/tracybrower/2021/09/19/empathy-is-the-most-important-leadership-skill-according-to-research/?sh=4edfb93dc5bb) It is as well a very important characteristic of the employees who are customer facing. #Employee_empowerment is another one, because customers expect actions and not only words! #walk_the_talk.

A customer centric culture is a high performing organization that is run by its employees, who are empowered and agile to get things done.

In return to the generosity, love and care I gratefully received at the Hilton, I would like to use this professional platform to thank every single employee at the Hilton who made this place my #home_away_from_home over the past 1.5 years and since day 1 because they deserve to be called out by their names. ?I will do that by function:

1.?????? Reception: Nawaf Alsabti: The first person I met at the Hilton at 7:30pm after having a tough day at work. He welcomed me with his kind smile, and said, please allow me to end your day on a better note. And he did so and made me come back and stay for another 1.5 years! Thank you Nawaf for being there on that day, and later on as well.

2.?????? Executive Lounge: Under the supervision of Moncef (I cannot thank you enough for accommodating me every time) and the fabulous team Lena ??, Dareen, Dana, Fahad, Fahad, Rasha and Suliman, Kumar (you are a true friend), Victor, Jane, Janesen, Javid, and the amazing Albert (Thank you).

3.?????? Concierge Staff: Thank you for every time you opened a car door for me and/or hold my bags: Majed Abdullah, Jafar Hassan, Muhammad Tario, Carlo Pontiga, Risky Syafdinan, Muhammad Usman, Ali Al Muzaini, Hadjala Hasim, Nurpa Hamid, Maricel Bilag, Rashul Radia, Rajan Malla, Alex Mwangi, Hm Farhad Ti, Khalilur Rahman, Abdanie Gampong, Hector Tabonda, Mohammad Farhán, Abu Nayem, John Nicko Cortez, Moosa Kotty, Nazmul Hossain, Fowad Adam, Jib Raj Khadka, Mohammad Saharya, Billy Osvaldo, Jerome Sumanduran, Mohammad Faraj, Sumaila Bukari, Nur Alom, Martin Buyego, and Mutume Evans.

?4.?????? Housekeeping Staff: Supervisor Afzal (my flowers thank you for the vases you went the extra mile to get for me) – you are the best as your name says it! My dear Erias – no word can thank you for making sure that my room is organized the way I like it every day for the past 1.5 yrs and accommodating my special requests; Rakish and Ilham as well.

?5.?????? Teatro morning breakfast: The food is soooo good that, yes I struggled to keep my weight stable ??; even if not to eat, I would walk to the first floor to have a good start of the day and hear the Bonjour of Nada, and her Aurevoir – yes, she says them in French because I speak French! Her beautiful smile and kindness are beyond welcoming to all guests! Manager Mohamad Izoniya: you always do the extra mile in treating your clients and not just me, especially the grumpy ones in the morning as I witnessed many times how you step in to accommodate and serve these clients. Manager Boushra Al Qahtani (Thank you for your support and kindness).? Chef Khalil, Chef Faraj, Chef Abdullah, Chef Nasser, Chef Razwan, and Chef Jihad (May his soul rest in Peace), Caitlyn, Haya, Amina, Deem, Junaid (the Teatro Bar Star - thank you for the green juice every day even when I didn’t ask for it, you always got it for me and made my day), Nurul, Saleh, Sara, Marguerit, Haojala and Captain Mohamad Oli Ullah.

?6.?????? Finally the Guest Experience lady, Karissa – the lady that gets things done! A true sister.

I hope I did not miss anyone… you are the true face of this hotel and you make it a #home_away_from_home not just for me but for all your customers.

Thank you!