Great customer service starts with an inherit desire to make every customer feel special. Check out how the Ritz Carlton created a great memory for a young customer by helping Joshie the giraffe enjoy the end of his stay.
The Story of Joshie the Giraffe.
Chris Hurn of Mercantile Capital Corporation told a great story in the Huffington Post about a visit his family made to the Ritz Carlton on Amelia Island.
Hurn’s young son left his stuffed giraffe “Joshie” at the resort. Hurn’s son was upset, of course, but Hurn managed to convince him that Joshie was fine and was taking an extended vacation at the resort.
Hurn called the Ritz and discovered that Joshie had been found. He asked the Loss Prevention Team at the hotel if they could take a picture of Joshie on a lounge chair to support what he had told his son.
They agreed.
What the Ritz staff sent back to Hurn was a true example of Hero-Class® service.
The staff not only took pictures of Joshie in a lounge chair, but also of him hanging out with other stuffed friends, getting a massage, driving a golf cart and doing other activities around the resort.
In addition, the staff put all of the pictures in a binder and created a Loss Prevention ID card for Joshie.
Sure, the staff at the Ritz could have spent $2,0001 helping out Hurn and his son, but all it really took was some ingenuity and a willingness to make an effort to create an emotional impact that left an indelible impression.
Inspirational Customer Service Story | Joshie the Giraffe
Photo Credit: Chris Hurn | Huffington Post
One aspect of the Ritz’s service that has received a lot of coverage is the fact that the Ritz empowers its employees to spend up to $2,000 to solve customer problems without asking for a manager. Yes, you read that right, Ritz-Carlton employees can spend up to $2,000 per incident, not per year, to rescue a guest experience.
What are some things that we can do to make SanMar Canada Moments memorable?
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Comments (1)
danicascottsays:
September 28, 2017 at 12:33 pmAlthough it’s a very small thing… Calling someone by their proper name makes people feel special. “Thank you for your time Roger.” “Nice chatting with you today Susan.”