A family staying at a Ritz-Carlton hotel accidentally left their young son’s favorite stuffed animal, a teddy bear, behind after checking out. The child was devastated, and the family contacted the hotel in hopes of recovering it. The hotel staff promptly located the teddy bear but didn’t stop at simply mailing it back. They saw an opportunity to create a memorable experience for the family.
The staff took photos of the teddy bear enjoying various activities around the hotel. They staged scenes of the bear lounging by the pool, helping in the kitchen, and even relaxing in a spa robe. When the teddy bear was returned to the family, it came with a photo album detailing its “adventures” during the extended stay at the Ritz-Carlton. The thoughtful gesture delighted the child and deeply impressed the parents.
This story has since become an iconic example of going above and beyond in customer service. The hotel’s commitment to not just solving the problem but also creating a magical moment for their guests highlights the power of creativity and empathy in building lasting relationships with customers.
Big Idea: Go beyond merely solving a problem; create a memorable experience that exceeds expectations.
What’s Next: What is one little thing you can do, maybe even for just one of your customers, that would exceed their expectations, and create a memorable experience that the will happily share with everyone they know?