A Day at the Resort for a Toy Giraffe -Great Story of Exceptional Customer Service

Chris Hurn of Mercantile Capital Corporation told a great story in the Huffington Post about a visit his family made to the Ritz Carlton on Amelia Island.

Hurn’s young son left his stuffed giraffe “Joshie” at the resort. Hurn’s son was upset, of course, but Hurn managed to convince him that Joshie was fine and was taking an extended vacation at the resort.

Hurn called the Ritz and discovered that Joshie had been found. He asked the Loss Prevention Team at the hotel if they could take a picture of Joshie on a lounge chair to support what he had told his son.

They agreed.

What the Ritz staff sent back to Hurn was a true example of Hero-Class? service.

The staff not only took pictures of Joshie in a lounge chair, but also of him hanging out with other stuffed friends, getting a massage, driving a golf cart and doing other activities around the resort.

In addition, the staff put all of the pictures in a binder and created a Loss Prevention ID card for Joshie.

Sure, the staff at the Ritz could have spent $2,000 helping out Hurn and his son, but all it really took was some ingenuity and a willingness to make an effort to create an emotional impact that left an indelible impression.