Nearly every day, I'll field a request at my customer service consulting and training practice from a business that "wants to become the Ritz-Carlton of their own industry." They're looking to be transformed into:

Here's how the Ritz-Carlton Hotel Company itself has used exceptional customer service (hospitality) to become legendary. See if you think you can apply these secrets yourself!

In addition to providing the basics of hospitality: a comfortable bed, a toilet that flushes reliably, a door that locks securely… the Ritz Carlton Hotel Company is devoted to discovering and serving the unexpressed needs and unspoken desires of its guests. This is customer service/hospitality practiced at a very high level — and they strive to provide it daily — and around the clock!

Related: What I've Learned Training the Top Hotel Brands in Customer Service

When something goes wrong for a guest: Another secret of the Ritz-Carlton's success lies in what I call "service recovery." (Ritz-Carlton sometimes calls it — but only internally! — "instant pacification.") Regardless of your line of business, it's essential to have a service recovery framework decided on and rehearsed ahead of time before the next........

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