The $2000 rule at Ritz Carlton is a customer service policy that empowers any Ritz Carlton employee to spend up to $2,000.00 in order to solve a guest's problem or to enhance the guest's experience at the Ritz Carlton without requiring management approval.
The core principal of the $2000 rule at the Ritz Carlton is that it's a level of trust and empowerment, which allows the frontline staff of the Ritz Carlton to provide the guest or guest's of the Ritz Carlton with personalized and immediate service, which creates loyalty and also a strong customer lifetime value.
The $2000 rule at the Ritz Carlton is a famous customer service policy and is not just for fixing mistakes, but also is used for anticipating any needs and creating "WOW' moments for their guest or guest's.
With the Ritz Carlton $2000 rule, it gives every employee of the Ritz Carlton, authority to act like an owner of the Ritz Carlton, so that they can solve problems for the guest or guest's on the spot, instead of waiting for approval.
The $2000 rule policy at the Ritz Carlton is also built on a foundation of trust for their employees to make good decisions, which benefit the brand and the guest or guest's.
Having the $2000 rule at the Ritz Carlton is also an investment in a guest's experience and is seen as worthwhile because of the potential lifetime value of a loyal customer is significant.
And while the $2000 rule is used to solve problem, the rule is also used to encourage employees to create a memorable and positive experience for guests of the Ritz Carlton who are not having any issues.
Examples of the use of the $2000 rule at the Ritz Carlton are a housekeeper that flew to Hawaii to personally return a guest's laptop before an important meeting.
Or employees of the Ritz Carlton who once bought a replacement for a child's lost toy and then mailed it to the child's home with a story that the toy had gone on a vacation.
And the policy can also be used for more direct actions, like paying for dinner or even arranging for a limousine.