“They are the Ritz-Carlton of video discussion sites.”
Pushing monetary criticisms aside, this is a grand comparison to make; regardless of industry, this is the one that company service teams the world over strive to achieve. The Ritz-Carlton is legendary for its praiseworthy customer service, with thousands of travelers a day indulging in the favorable displays of hospitality.
Perhaps none were more appreciative of the signature M.O. than the little boy who lost his beloved stuffed giraffe, Joshie.
When the father of this boy, Chris Hurn, learned of the loss (over anguished cries from his son, no doubt), he promptly pacified his son by telling him not to worry, that Joshie merely decided to extend his vacation at the Ritz-Carlton and that he would return soon. Shortly after he told his white lie, the hotel called to inform him that Joshie had been found amidst the laundry! Greatly relieved, Chris tried to push his luck even further. He told the person on the other end of the phone about the lie he told his son, and asked that person if there was a way that they could take a picture of Joshie by the pool (to support his “extended stay” story). Surprisingly (or unsurprisingly, for anyone who was aware of their reputation before), the staff person on the other end of the phone agreed to do it.
Fast forward a few days, and Chris receives a package from the Ritz-Carlton's Loss Prevention Team. Among the items inside was a photo album.... starring Joshie! The staff over at the Ritz-Carlton didn't just stop at the pool photo; apparently Joshie met other stuffed buddies, drove a golf cart, and even became a member of the Loss Prevention team himself (he has the ID badge to prove it). Needless to say, Chris and his wife were floored by the effort put forth by the staff members at the Ritz-Carlton.
For more pics of Joshie's vacation, read the original story! [Huffpo]
Going above and beyond the call of duty shows customers that you are willing to make them a priority. Becoming a top-notch customer service organization is invaluable to a brand.
The following lessons garnered from the actions of the Ritz-Carlton should be heeded as sage advice to burgeoning (and established) businesses: