Stuffed Giraffe Shows What Customer Service Is All About

Most people have experienced outstanding customer service in one form or another -- an attentive server at a restaurant or a retail store employee who goes the extra mile. A thriving industry comprised of consultants dedicated to training companies how to adopt exemplary customer service has blossomed over the past couple decades. For example, The Walt Disney Company Institute will help bring some of that "Disney magic" to your business.

At my company, we've always pushed our employees to go the extra mile for clients because the ripple effects of terrific customer service extend beyond mere satisfaction and retention. Exemplary customer service distinguishes your brand, builds repeat business, combats price competition, and even improves employee morale.

Hotel chain Ritz-Carlton has a storied reputation for great customer service. Many companies mimic its training programs, and one often hears executives saying they want to be known as the "Ritz-Carlton" of their respective industry, be it a law firm, car dealership or plumbing supplier.

Recently, my family and I experienced the Ritz-Carlton signature customer service in a way that will be talked about in our family and at my company for many years to come. My wife and two children spent a few days at the Ritz-Carlton on Amelia Island (Florida) while I was in California on business -- sadly unable to make the trip with them. Upon returning, we discovered that our son's beloved stuffed giraffe, named Joshie, had gone missing. As most parents know, children can become very attached to special blankets, teddy bears and the like. My son is extremely fond of his Joshie, and was absolutely distraught when faced with the idea of going to sleep without his favorite pal. While trying to put him to bed the first night home, I decided to tell a little white lie.

"Joshie is fine," I said. "He's just taking an extra long vacation at the resort." My son seemed to buy it, and was finally able to fall asleep, Joshie-less for the first time in a long while.

That very night, the Ritz-Carlton called to tell us they had Joshie. Thankfully, he had been found, no worse for wear, in the laundry and was handed over to the hotel's Loss Prevention Team. I came clean to the staff about the story I told my son and asked if they would mind taking a picture of Joshie on a lounge chair by the pool to substantiate my fabricated story. The Loss Prevention Team said they'd do it, and I hung up the phone very relieved.

A couple days went by, and we received a package from the hotel. It was my son's Joshie, along with some Ritz-Carlton-branded "goodies" (a frisbee, football, etc.). Also included in the package was a binder that meticulously documented his extended stay at the Ritz.

It showed Joshie wearing shades by the pool (my original request/suggestion)...

Joshie getting a massage at the spa... 

Joshie making friends with other critters... 

(Stuffed and real)...

And Joshie driving a golf cart on the beach (who knew giraffes could drive?).

My son's Joshie was even issued a Ritz-Carlton ID badge, made an honorary member of the Loss Prevention Team, and was allowed to help by taking a shift in front of the security monitors. 

Needless to say, my wife and I were completely wowed by the Ritz-Carlton Loss Prevention Team. My son, on the other hand, didn't care so much about the binder and was just happy to have his Joshie back. I'm sure he'll have a greater appreciation for it as he grows up.

It goes without saying that the Ritz-Carlton can count on my family to be repeat customers. But I'm also telling you (and everyone else who happens to read this story). This is something I've always told my staff -- create an experience so amazing that someone can't help but tell others about it, and you're sure to succeed. I'd also venture to say that Aaron (of the Ritz-Carlton Loss Prevention Team) and his cohorts had a pretty good time documenting Joshie's vacation, and employee morale is a huge part of creating a great customer experience.

All this from a stuffed giraffe who got lost on vacation.

 

Comments

[www.facebook.com/profile.php?id=511162740]

That was great--loved the photos.

But the corporate-speak in the article kinda put me off. It reads exactly like the literature they put in the breakrooms of stores like Target and Safeway--those little magazines they put out out for...I don't know, team-building? (See, I just used corporatespeak).

"Exemplary customer service distinguishes your brand, builds repeat business, combats price competition, and even improves employee morale."

Perhaps the customer was one of those retail executives. Because I know I wouldn't be able to ever afford to stay at a Ritz-Carlton. So this article doesn't speak to me. I guess it speaks to customers who can stay at a Ritz-Carleton. And I think the employees there are trained to kiss major ass. At least, it's nice they could play with the toy and do something that was real.

[JGM1764]

This honestly made me tear up it was so sweet! The staff probably had great fun posing Joshie, I know I would have. If I had the money to stay at the Ritz, I sure would. Some faith in humanity restored.

[Mollywobbles]

Wow. This is absolutely fantastic. Those employees went above and beyond their job description and even beyond holding a lost toy for a little boy. This man's son will definitely appreciate those pictures when he grows up - which means that that hotel may have just secured two generations of repeat customers. Even without that, though, this is an incredibly sweet gesture - and those pics of Joshie are utterly adorable.

[Nomnom]

Cute. Made me tear up too.

But I do think the author of the story is likely some company executive - because of all the corporatespeak and the fact that he can stay at the Ritz.

Makes me wonder, though, is that were the term ritzy came from?

[NC Tony]

The corporate-speak was a little annoying, but the story itself was pretty awesome.

[The Last Archimedean]

The only way I'll ever have enough money to stay at the Ritz is if the rich uncle I don't know I have dies and leaves me a few million bucks.

That said, this story did restore my faith in humanity somewhat.

[CoG]

Maybe it was all ass-kissing... or maybe the employees were just fun people. Good customer service would have been to provide the pic requested, but I imagine that they genuinely enjoyed posing that stuffed animal and taking pics of it.

[WiseAss]

This is awesome! I love it when companies/employees do stuff like this, it reminds me of the time I left my blanket at Disneyland, they washed it and sent it back to us along with a thank you note for staying there.

[Skittles]

This was awesome and after a little research it appears that Ritz-Carlton pays their employees decently. Especially in comparison to other hotel chains. I would imagine they also treat them well in general, and that's what motivates staff to provide such amazing service. Well aside from being cool peeps to begin with.

[CharlieWhiskyMike]

What the lost and found Team had done, was really awesome, but the request to give every custy a great customer experience that could only say someone with his head in the clouds. It takes the staff perhaps one hour or less to take the fotos and give them a really nice change in their working routine.

But what if...
what if the custy isnt ready to receive a great customer experience
what if the custy definitely dont want to a great customer experience
what if the employer makes it absolutely impossible for the slave to give the custy a great customer experience due to store policy and bad management
what if the dumbass coworker from hell create such a mess (and get away with it due to bad and spineless management) that it is impossible for the slave to give the customer a great customer experience
what if the custy is such a spoiled crusty that he or she doenst recognize and apprecchiate a great customer experience

Bosses with head in the clouds what if that happen?

[Queer Geek]

Love the fact the employees went above and beyond for the guest. That shows real dedication to their work.

What I disliked was the Ritz Carlton taking credit for their employees' kindness. They took a beautiful moment and turned it into a business marketing scheme. I highly doubt the corporation really cares that their hard working employees are caring about the customer as long as money is being poured into the company but I guarantee you that once business struggles during the recession that these same employees will be first on the chopping block. So much for appreciating your workers.