Amazingly SHOCKING Customer Experience Story: Ritz-Carlton does it Again!


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This story is a version of a post published here.

Go the extra mile, it is never crowded

We have shared incredible stories from around the world – stories that highlight how simple things could create customer delight. Today we are sharing yet another customer experience story from the one company that lives by the quote above: Ritz-Carlton. The Hotel Chain owes its fame and glory to its Gold Standard of Customer Service. So much so that, even Apple wants to steal their ideas!

Is there a limit to how much one can do for a customer?

Ritz-Carlton has already shown in various ways that such a limit is only a myth! We shared the story of Joshie the Giraffe Toy who was well attended after getting left behind by the Hurns. But there is yet another outstanding customer experience tale that needs to be told to the world. It is a story of enthusiasm towards customer service, team work, and a ‘never give up’ attitude that Ritz-Carlton ingrains in its employees. Read on. I promise it is truly one of a kind customer experience story!

A family that was staying in Ritz-Carlton, Bali, was carrying specialised eggs and milk for their son who suffered from food allergy. Unfortunately, upon reaching the hotel the eggs had broken and the milk was spoilt. I am sure you can imagine the state of the family, it is natural to feel dismayed in such a situation. Well guess what Ritz-Carlton did to make it all right? The Manager and the dining staff searched the whole town for the specific kind of egg and milk. Regrettably, they couldn’t find those items anywhere. But that did not stop Ritz-Carlton staff from doing everything it takes to deliver customer happiness. The hotel’s Executive Chef knew where they could find them: in Singapore, approximately 1680 kms away! The Chef contacted his mother-in-law (wait a minute, she is not even a part of the company!) and requested her to fly down with the eggs and milk. She had no obligation to agree to it, but she did, just to put a wide smile on the family’s face.

With such an experience, the family is bound to make Ritz-Carlton their paradise wherever they go. The common enthusiasm in offering first class experience to its customers, shared by every staff is quite uncommon! If this is not going the extra mile (literally), what is!?

Undoubtedly this story tells us more about the incredible people who put their heart and soul into what they do, but it also shows the kind of freedom Ritz-Carlton gives its employees to go the ‘extra-mile’. Without such empowerment, it is impossible to imagine that such stories could ever be real. But at Ritz-Carlton, it is!
If you have come across any such unique customer experience story, we would be delighted to share it with the world and inspire more organisations to go the extra mile! Please share your story in the comments below.

Source: Bloomberg Business

Vivek Jaiswal
I am the founder and CEO of Customer Guru, a boutique customer experience consultancy based in India. We are committed to building a happier customer base for our clients in all industry segments. I bring extensive industry experience in implementing NPS® in major global brands. I believe that the path to sustainable organic growth for any business is only by delivering exceptional customer experience.


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