Academic Studies Confirm Mithra Group Strategy: Customer Satisfaction #1 Factor in Business Success

Online, October 13, 2010 (Newswire.com) - Two major research studies - J.D. Powers and Associates and Cornell University Center for Hospitality - recently declared customer satisfaction as the most important aspect of hotel operations.

This came as no surprise to Jack Naderkhani, who has hosted thousands of demanding guests as general manager for one of the world's top hotels. Naderkhani launched the Mithra Group (www.themithragroup.com), a venture that helps businesses improve their customer service levels.

"It's always gratifying to have confirmation from academic research ," says Naderkhani. "Customer service is the most important factor in a successful business."

"Regretfully, in today's business climate, customer satisfaction is often the first casualty in an environment of belt-tightening and the reliance on technology," Naderkhani explains. "Mithra's clients realize that quick fixes and gimmicks are not the answer. The J.D. Power study found the cost of attracting new business is five-to-ten times higher than keeping a customer...so it's a smart move financially, too."

Naderkhani uses simple math to explain TMG strategy:

ADD - Use a common sense approach to adding new services and amenities. Focus and build on the basics by improving what you are already doing right.

SUBTRACT - Eliminate the roadblocks in your operations and physical layout that may hinder smooth customer interaction. Naderkhani instituted a 24-hour arrival/departure policy putting guests first by conforming to their schedules...not vice versa.

MULTIPLY - Increase the strength of your staff by empowering employees to be pro-active, not just reactive...with the goal of exceeding rather than merely meeting expectations. Mithra training sessions help staff learn how to "read" a guest and also show staff how guests are reading them!

DIVIDE - Organize your team and managers into groups that encourage guest feedback. Naderkhani advises clients to embrace guest complaints as a direct avenue to improving their business, as well as training and rewarding employees who report problems and offer solutions.

The Cornell University Center for Hospitality found that in addition to positive word-of-mouth and return visits, greater customer satisfaction results in a substantial increase in ancillary spending and orders placed by guests.

Prior to founding Mithra, Naderkhani was general manager of Raffles L'Ermitage Beverly Hills where the property consistently earn the highest ratings from Mobil (Five Stars) and AAA (Five Diamonds).
The MITHRA GROUP takes proven hospitality principles and devises customized action plans for clients across a variety of service-oriented businesses. Recent case studies can be found at the company's website, www.themithragroup.com.

Media Contact: Arlene Winnick, [email protected], 310.274.6430