The Daniel Group BlogUnderstanding Your Customer , trackback
This story about customer service was originally blogged by Chris Hurn the CEO of Mercantile Capital Corporation. I thought this story was great and it starts normal enough with the loss of Mr. Hurns’ son’s stuffed toy ‘Joshie,’ a Giraffe blanket thing, on vacation at the Ritz Carlton in Amelia, Florida.
Mr. Hurn came up with a story that Joshie was still on vacation to tell his son and asked the Loss Prevention team at the Ritz to take a picture of Joshie by the pool. The Ritz Carlton took it just a few steps further, giving Joshie an I.D. badge and showing him making new friends around the Ritz.
You can see in the video on his blog that Mr. Hurn is unbelievably pleased with the outcome.
This story shows what unique customer service can do, make lasting impressions and fans for life. By taking extra steps and having fun, the Ritz Carlton made something simple into something extraordinary and made a father and child’s day much brighter.
Many thanks to Chris Hurn for posting this story, I couldn’t resist reblogging because it was so heartwarming and a prime example of great customer service should look like.
View the link and tell me what you think.