Gratus Client Services Leader Turns to The Ritz-Carlton for Expertise Growth

Gratus Capital Director of Client Services Amy Tierney

Demonstrating the Gratus core value of expertise development, Director of Client Services Amy Tierney attended The Ritz-Carlton Leadership Center’s Service Excellence Culture and Memorable Client Service enrichment courses on May 30-31, 2019, at The Ritz-Carlton, Atlanta.

The luxury hotel chain is world-renowned for their ‘above and beyond’ approach to client experience and engagement. As the Gratus client experience leader, Amy jumped at the opportunity to learn from The Ritz-Carlton’s legendary service, employee immersion, and client-centric culture.

The enrichment courses immerse participants in The Ritz-Carlton environment while offering philosophical and tactical service excellence knowledge and guidance on how to apply these methods to their own organizations.

Personal service is a competitive differentiator that transcends the industry, and The Ritz-Carlton Leadership Center offers advisory services and courses that leverage the systems and processes of the Ritz-Carlton brand to help build and sustain organizational cultures across all industries, including finance, healthcare, automotive, aviation, technology, and retail.

“Using hospitality as a backdrop, I want to come away from the experience with our own Gratus Standard of Care and cultivate a culture that makes us different,” Amy said. “We want to rewrite the client experience journey.”

Led by their expert team of Advisors and held at various Ritz-Carlton hotels across the United States, the enrichment courses offer various learning opportunities.

The Service Excellence Culture session guides participants through The Ritz-Carlton Gold Standards, including differentiating your company from the competition by consistently offering service excellence, developing a client-centric culture at your organization to drive brand loyalty, and ensuring client engagement to further your brand’s recognition and reputation.

The Memorable Client Service session introduces course participants to The Ritz-Carlton service model for providing anticipatory service that creates passionate advocates of your brand. This service model includes crafting unique, memorable, and personal experiences for clients and developing a written service strategy to ensure consistency and cultivate loyalty.

In embracing her leadership role around creating and sustaining a culture of excellence, Amy expects to return to Gratus with a trove of strategies and ideas to lead the Client Services team as they continue to elevate Gratus’ client experience offering.