The Ritz-Carlton is a famous luxury hotel chain that has 91 hotels in 30 countries around the world. The Ritz-Carlton Hotel provides a great example of having the right attitude towards customers. The employees of the company always adhere to certain standards in customer service to uphold the reputation of the chain.
Have you ever heard the story of the plush giraffe and his vacations? If not, then keep reading – it is an excellent example of how the Ritz-Carlton treats its clients. There is certainly something you can learn from this tale.
It happened one day when a family left the Ritz-Carlton Hotel after a brief stay. The little boy in the family had a plush giraffe which he had been playing with throughout the stay. However, when they left the hotel and came back home, they realized that the giraffe was gone. The family assumed that they had left it at the hotel, so they contacted the staff and told them the story. The hotel confirmed that they had found the plush toy and would send it in the post. The father of the family assured his son that the giraffe was still having his vacation, and that he was being looked after and would be back home soon.
But the boy was still worried. He wanted to know if his giraffe was okay. Then the Ritz-Carlton staff did a wonderful thing – they took a series of photos showing the giraffe's activities and illustrating how much fun he was having at the hotel.
Through the photos, the boy saw that his plush giraffe spent time at the pool, went to the spa and helped the other employees with their jobs. The Ritz-Carlton team even made a booklet showing all of their photographs with the giraffe.
How do you think that family feels about what has happened? Will they come back to stay at the Ritz-Carlton? Most likely, yes. This story is a good example of going above and beyond to provide excellent customer service and make consumers want to return to your business.