In an Entrepreneur article titled “10 Stories of Unforgettable Customer Service”  author Gregory Ciotti highlights ten unique examples of how exceptional customer service goes a long way. The actions of these businesses provide us with insight into how companies can ensure they keep their customers for life. This week’s story features (not surprisingly) the Ritz-Carlton. The Ritz-Carlton is known for being superior for their dedication to customer service and this story definitely doesn’t disappoint.

Story #10: 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!”


Another example of why some businesses deserve the highest reputation when it comes to customer service.  It is not done once a month or once a week, but every day as part of a company attitude and culture.  It is who they are, and it is engrained throughout the company, from the boardroom on down to the cleaners, and everyone in between.  And the great part of this experience was the creativity involved in make a very young guest (and his parents) very satisfied

Paul Rutter is a customer loyalty, repeat business and customer service expert, a keynote speaker, corporate trainer and business author. He has had the unique opportunity to live with his customers and co-workers for months at a time traveling the world, and shares his experiences with land based businesses. For more information on More Than Perfect® Service, contact Paul at, follow him on Twitter on @RealPaulRutter or visit him on Facebook/PaulRutterSpeaks.

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