The Value Consumer

In the past two weeks, I have encountered real value for my money. I define real value as meeting and in some cases, exceeding my expectations for the price I pay.

First was a brief three day stay in the Ritz Carlton Hotel in Lake Las Vegas, Nevada. Lake Las Vegas is one of the major developments in the fastest growing area in the US. It is located about 20 miles from Las Vegas strip, and is an "experience rich" resort in the middle of the desert. The experience is "luxury". Sue Stephenson, the Human Resources Vice President for the Ritz Carlton world wide spoke to our group of Windermere owners about the "knowledge of luxury and the luxury of knowledge". Everyone who works at the Ritz Carlton, no matter what their job or where they are located seems to be "on fire" with exceeding expectations of the customers who stay at their hotels. Stephenson has taken "customer service" to a level that amazes the guests - and I know because I was a guest. Needs are anticipated and fulfilled with great efficiency. The rooms are beautiful, spacious and comfortable. What makes the difference are the people. Sue Stephenson refers to employees as "ladies and gentlemen serving ladies and gentlemen". Passing employees in the hotel hallways and lobbies was wonderful. This may sound corny, but every one of them looked me in the eye, smiled and said hello. If I paused as if to need more than the hello, they asked about my stay and if there was something they could help me with. I was thoroughly impressed, and inspired. These ladies and gentlemen had a purpose above and beyond making a living. They enhanced an experience for the guests, and in so doing, for themselves. The retention at the Ritz Carlton exceeds that of any other hotel chain measured by Fast Company - the customer service reporting firm. They have won the Malcolm Baldridge award, an international award for customer satisfaction for the past two years, competing with other companies like Nordstrom. They are friendly, helpful and humble about it as well.

My second experience in value was a lovely meal of small plates at Six Degrees on Solano at 1403 Solano Avenue in Albany. Saturday evening, a jazz trio with vocalist started playing at about 7:30PM, and we had our choice of an extensive and creative drink menu ( we chose a vodka gimlet and a strawberry crush - vodka, strawberry puree and finished with champagne). The small plates were wonderful - ours, snow peas and shitake mushrooms sauteed with fresh ginger and olive oil, herbed thin potato fries - outstanding - with a russian dressing that had a hint of citrus for dipping the fries, and a lentil soup that was heavenly. The only place where improvement was needed was in the fruit crisp dessert. The fruit was not cooked sufficiently to provide the puree and juice. The service was great, and for a while, you will be able to get in at most times, but once they are reviewed, they will be up there with Fonda for drinks, and Cesar for small plates. That is all the commercials for now. Buy value!