Blog entry

How even when a company that delivers excellent service can still create a WOW service

7.) Ritz-Carlton Helps with Joshie’s Extended Vacation

Ritz-Carlton is one of those few large companies that is held to high standards from their consumers. With an almost legendary reputation for service, one has to wonder: Do they really live up to the hype?

The story of Joshie the giraffe certainly presents a compelling case for “yes!” 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 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!