Josie's Hotel Tour

A little boy refused to go to bed on the first night after returning from vacation because he left his beloved giraffe doll Josie at the Ritz-Carlton Hotel where he stayed on vacation. In order to coax the children, parents can only lie: "Josie has gone on vacation and he doesn't want to go home yet."

Later that evening, employees of the Ritz-Carlton Hotel called. They told the little boy's parents that Josie had found it, and their parents were relieved. They also told the hotel staff that they lied to their son.

If you were a hotel worker, what would you do? Pack and send the doll as soon as possible, and bring some small gifts and cards from the hotel at most?

So how did they do it?

The hotel staff spent hours running around the hotel with Josie, posing carefully. A few days later, Josie came home with a stack of photos: all beautiful photos of him "vacationing" in every corner of the hotel. For example, in the spa, I put on a cucumber mask, mixed with hotel parrots, and even had pictures of Josie staring at the surveillance video!

The hotel not only sent back the dolls, but also protected the fairy tales of the family.

In general, we usually think that the customer pays the bill and leaves the store, then the service is completed. The Ritz-Carlton Hotel's "unexpected and reasonable" service experience made the family very happy, and the couple's travel diaries were madly forwarded.

This also proves that the service is restarted in the final stage of sales, and the end point you may think is actually the beginning of a lasting relationship.