I’ve heard for years that the Ritz Carlton sets the Gold Standard for customer service so it was fun to hear Alexandra Valentin, a corporate director at the Ritz Carlton Leadership Center, talk about examples of what that looks like. She told an amazing story that I think anyone who ever deals with customers needs to hear! It all started when Chris Hurn realized his young son had left his favorite stuffed animal/blanket named Joshie at the Ritz Carlton during a recent family vacation. His son was inconsolable at the loss of his treasured friend. Chris comforted his son by saying something to the affect that Joshie just probably needed to extend his vacation. His son bought it and went to sleep.
The loss prevention team had found Joshie and called the Hurn’s with the good news. Chris then told the hotel rep about telling his son a little white lie about where Joshie was. Well, Aaron from Loss Prevention told Chris he would take care of it. When the family got the package from the Ritz Carlton, they not only got Joshie back, but they got what has to be one of the best examples of going the extra mile for your customer!
The box contained goodies from the Ritz, and a PHOTO ALBMUM depicting what Joshie was actually up to on his ‘extended vacation!’ There was a picture of Joshie lying by the pool, getting a massage, driving a golf cart to the beach and even getting his own ID tag so he wouldn’t get lost again!
Wow. Now that’s what I call customer service! After hearing this story, I asked Alexandra if I could share it when I do my corporate engagements. When I’m hired to motivate employees, stories of amazing customer service and success in business always inspires and motivates my people! This is a perfect example of how an employee went above and beyond the call of duty to make their customer feel special.
I believe one of the reasons Aaron was able to do this for the young guest is because the Ritz Carlton invests in creating a culture of customer service. They encourage creating moments that customers won’t soon forget. Thanks to Aaron, I won’t forget this story.
Tip for managers:
– share customer service examples like this with your staff
– encourage employees to go above and beyond what their job descriptions state
– when any employee shows customer care examples like this – reward them like your business depends on it, because it does!
From your grateful that customer service still exists today motivational speaker, Marilyn Sherman