When you experience great customer service, you never forget it. Some examples of customer service are so great that they’ve become memorable to people who didn't experience them, only heard about them. Here are some of our favourite stories of great customer service. They’re not from workshop businesses but they show just how powerful good customer service can be, and they may get you thinking of similar ideas that you can put in to practice yourself.
Going the extra mile
Author and business consultant Peter Shankman was getting ready to board a 2½ hour flight after already undergoing a long day’s travel. To express his frustration, he moaned on Twitter that he would be starving by the time he landed and jokingly tweeted the well-known restaurant chain Morton’s Porterhouse, saying: “Hey, @Mortons – can you meet me at Newark airport with a porterhouse when I land in two hours? K, thanks. :)”
At the airport, Shankman was greeted by a guy in a tuxedo who presented him with a 24 oz. Porterhouse steak, an order of Colossal shrimp, a side of potatoes, bread, two napkins and silverware, all ready to take away in a Morton’s Porterhouse bag.
Somehow, the nearest branch of Morton’s Porterhouse tracked down Mr Shankman’s flight information, worked out where he was landing, cooked the food and then drove 23.5 miles to deliver it. The incident became a legend on Twitter, and so did Morton’s Porterhouse.
Sometimes even a brand renowned for its impeccable customer service can go up a gear, and that’s just what the Ritz-Carlton did with the help of the now famous soft toy Joshie the giraffe.
On returning home from a holiday at the Ritz-Carlton on Amelia Island in Florida, customer Chris Hurn’s distressed son informed his father that he had accidentally left his beloved soft toy Joshie the giraffe behind in their hotel room. Responding with a creative solution to the problem, Dad assured his son that Joshie was just staying on for an extra few days’ holiday in Florida and would be home soon.
Mr Hurn called the Ritz-Carlton to see if Joshie had been found, which he had, and asked the hotel to send him on. During the conversation, Mr Hurn also happened to mention Joshie’s imaginary ‘holiday’.
The Ritz-Carlton then made Mr Hurn’s creative solution a reality. Before sending Joshie back, the hotel staff captured Joshie enjoying his extended vacation with a series of holiday snaps. This included pictures of him relaxing by the pool, enjoying a massage at the spa and going for a round of golf. The story was circulated heavily both on social media and traditional media and has since become a legendary tale of great customer service.