?What does a giraffe have to do with remarkable customer service?

I know the story is over 10 years old, though if we ever need a reminder of how small things can make such a BIG difference to a customer's experience, then the story of Joshie the Giraffe is one such story that needs to be read... out loud....and daily if possible, to prove how easy it is to be a real GEM and Go the Extra Mile when you work on the frontline??

Chris Hurn, entrepreneur and author of 'The Entrepreneur's Secret to Creating Wealth' tells the story of his son's favourite toy, Joshie the giraffe, who gets accidentally left behind at the Ritz Carlton in Florida, while holidaying with his family.

What follows is the quite remarkable action that the Ritz Carlton took to reunite Joshie with his owner, in what can only be described as an outstanding example of exceptional customer service and out-of-the-box thinking.

What the hotel did, following Joshie's disappearance created an emotional impact on the whole family (and now millions of others who've read the story) that has left an indelible, powerful an d positive impression of the hotel.

Indeed, many organisations openly claim they strive to be "the Ritz Carlton of their industry" by enabling their employees to feel empowered to ensure they deliver excellent customer service as standard, including being able to authorise refunds and goodwill gestures without having to refer upwards.

In fact, Ritz-Carlton?themselves empower their employees?to spend up to $2,000 (per incident) to solve customer problems and rescue a guest experience off their own back. The hotel sure knows how to get the best out of their staff!

This is the story, in Dad Chris's own words.....

"Recently, my family and I experienced the Ritz-Carlton signature customer service in a way that will be talked about in our family and at my company for many years to come. My wife and two children spent a few days at the Ritz-Carlton on Amelia Island (Florida) while I was in California on business, sadly unable to make the trip with them.?Upon returning, we discovered that our son's beloved stuffed giraffe, named Joshie, had gone missing.?

As most parents know, children can become very attached to special blankets, teddy bears and the like.?My son is extremely fond of his Joshie and was absolutely distraught when faced with the idea of going to sleep without his favourite pal. While trying to put him to bed the first night home, I decided to tell a little white lie.?

"Joshie is fine" I said. "He's just taking an extra long vacation at the resort." My son seemed to buy it, and was finally able to fall asleep, Joshie-less for the first time in a long while.

?That very night, the Ritz-Carlton called to tell us they had Joshie. Thankfully, he had been found, no worse for wear, in the laundry and was handed over to the hotel's Loss Prevention Team. I came clean to the staff about the story I told my son and asked if they would mind taking a picture of Joshie on a lounge chair by the pool to substantiate my fabricated story. The Loss Prevention Team said they'd do it, and I hung up the phone very relieved.

?A couple of days went by, and we received a package from the hotel. It was my son's Joshie, along with some Ritz-Carlton-branded goodies and also included in the package was a binder that meticulously documented Joshie’s extended stay at the Ritz…...

Needless to say, my wife and I were completely wowed by the Ritz-Carlton Loss Prevention Team. My son, on the other hand, didn't care so much about the binder and was just happy to have his Joshie back. I'm sure he'll have a greater appreciation for it as he grows up.

It goes without saying that the Ritz-Carlton can count on my family to be repeat customers. But I'm also telling you (and everyone else who happens to read this story) and it's something I've always told my staff - create an experience so amazing that someone can't help but tell others about it, and you're sure to succeed.

I'd also venture to say that Aaron (of the Ritz-Carlton Loss Prevention Team) and his cohorts had a pretty good time documenting Joshie's vacation, and employee morale is a huge part of creating a great customer experience."

Yes Chris, in fact according to EE specialists Quantum Workplace, organisations with engaged employees experience a 17% increase in productivity and are 21% more profitable as a result.

?And all this from a stuffed giraffe who got lost on vacation!

The lesson learned....?

You don't have to spend ￡￡￡ to create a remarkable customer experience - those small things you can SAY or DO or BE really can, and do, make a BIG difference!

Just be a GEM and Go the Extra Mile for your customer. Simples - as the meerkat would say!