Why Ritz-Carleton is Successful

So after a bunch of stories about thieves and bad service, it’s time for a GOOD customer service story.  I’ve only had the good fortune to go to the Ritz one time but I am not surprised to hear about a story like this:


 In case you’ve never come across this fantastic tale, the story begins when customer Chris Hurn’s son left his favorite stuffed giraffe, “Joshie,” in their Ritz-Carleton hotel room after a recent stay.

Mr. Hurn assured his distraught son that Joshie was just staying a few extra days on vacation. He then called the staff at the Ritz and relayed the story he had told his son.

In an all-star effort to make everything right for their customer, the staff at the Ritz created a series of photographs that included all of the activities Joshie had been involved in during his “extended vacation.”

First things first: They knew Joshie couldn’t just be aimlessly wandering around the Ritz without a staff card … so they made him one!

After that, Joshie headed over to the pool area to relax.

Not one to sit around and do nothing, Joshie helped out in the loss prevention department.

Joshie then decided to melt away some stress with a spa day.

To top it all off, the Ritz sent Hurn and his son a booklet filled with information about Joshie’s stay as well as a host of pictures showing what a good time he’d had. What a story!