Success isn’t about giant leaps—it’s about small, consistent improvements. This is the foundation of the Rule of 1%: improving your customer service by just 1% at a time. While it may seem like a small change, when done consistently, it leads to massive long-term growth. Let’s look at two real-life examples of businesses that mastered this principle:
1. The Ritz-Carlton: Empowering Employees for 1% Gains
The Ritz-Carlton is famous for its legendary customer service, and one of their key strategies is allowing employees to spend up to $2,000 per guest to resolve any issue—without needing management approval. This policy empowers employees to go the extra mile, creating personalised experiences that turn first-time guests into lifelong customers.
For example, when a family left behind their child’s stuffed giraffe, the hotel didn’t just return it by mail. Instead, they took photos of the giraffe "vacationing" at the hotel, relaxing by the pool and getting a massage at the spa. That small 1% extra effort created a story worth sharing, and the family became Raving Fans.
2. Amazon: The Power of Customer-Centric Flexibility
Amazon built its empire on customer obsession—always looking for small ways to improve. A simple example? Their no-hassle return policy. Many retailers make returns a nightmare with strict rules and long wait times. Amazon made the process frictionless, allowing customers to return items easily and, in many cases, without even printing a label.
This flexibility keeps customers coming back because they trust that Amazon will deliver on its promises. A small change—removing friction from returns—led to massive customer loyalty and business growth.
What Can You Improve by 1%?
These companies didn’t become industry leaders overnight. They got there by making small, intentional improvements every day.
✅ Can you streamline your checkout process?
✅ Can you empower your employees to solve problems faster?
✅ Can you personalize your service just a little more?
If you commit to just 1% improvement each week, by the end of the year, you’ll be 50% better than where you started. Small steps lead to big results.
Now, ask yourself: What’s one small improvement you can make today? 🚀
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