Wednesday, January 9, 2013

Stuffed Giraffe Shows What Customer Service Is All About


Stuffed Giraffe Shows What Customer Service Is All About
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Most people have experienced outstanding customer service in one form or another -- an attentive
server at a restaurant or a retail store employee who goes the extra mile. A thriving industry comprised
of consultants dedicated to training companies how to adopt exemplary customer service has blossomed
over the past couple decades. For example, The Walt Disney Company Institute will help bring some
of that "Disney magic" to your business.
At my company, we've always pushed our employees to go the extra mile for clients because the
ripple effects of terrific customer service extend beyond mere satisfaction and retention. Exemplary
customer service distinguishes your brand, builds repeat business, combats price competition, and
even improves employee morale.
Hotel chain Ritz-Carlton has a storied reputation for great customer service. Many companies mimic
its training programs, and one often hears executives saying they want to be known as the "Ritz-Carlton"
of their respective industry, be it a law firm, car dealership or plumbing supplier.
Recently, my family and I experienced the Ritz-Carlton signature customer service in a way that
will be talked about in our family and at my company for many years to come. My wife and two
children spent a few days at the Ritz-Carlton on Amelia Island (Florida) while I was in California
on business -- sadly unable to make the trip with them. Upon returning, we discovered that our
son's beloved stuffed giraffe, named Joshie, had gone missing. As most parents know, children
can become very attached to special blankets, teddy bears and the like. My son is extremely fond
of his Joshie, and was absolutely distraught when faced with the idea of going to sleep without his
favorite pal. While trying to put him to bed the first night home, I decided to tell a little white lie.
"Joshie is fine," I said. "He's just taking an extra long vacation at the resort." My son seemed to buy it,
and was finally able to fall asleep, Joshie-less for the first time in a long while.
That very night, the Ritz-Carlton called to tell us they had Joshie. Thankfully, he had been found, no
worse for wear, in the laundry and was handed over to the hotel's Loss Prevention Team. I came clean
to the staff about the story I told my son and asked if they would mind taking a picture of Joshie on a
lounge chair by the pool to substantiate my fabricated story. The Loss Prevention Team said they'd do it,
and I hung up the phone very relieved.
A couple days went by, and we received a package from the hotel. It was my son's Joshie, along with some
Ritz-Carlton-branded "goodies" (a frisbee, football, etc.). Also included in the package was a binder
that meticulously documented his extended stay at the Ritz.
It showed Joshie wearing shades by the pool (my original request/suggestion)...
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Joshie getting a massage at the spa...
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Joshie making friends with other critters...
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(Stuffed and real)...
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And Joshie driving a golf cart on the beach (who knew giraffes could drive?).
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My son's Joshie was even issued a Ritz-Carlton ID badge, made an honorary member of
the Loss Prevention Team, and was allowed to help by taking a shift in front of the security monitors.
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Needless to say, my wife and I were completely wowed by the Ritz-Carlton Loss Prevention Team.
My son, on the other hand, didn't care so much about the binder and was just happy to have his Joshie back.
I'm sure he'll have a greater appreciation for it as he grows up.
It goes without saying that the Ritz-Carlton can count on my family to be repeat customers. But I'm also
telling you (and everyone else who happens to read this story). This is something I've always told my staff --
create an experience so amazing that someone can't help but tell others about it, and you're sure to succeed.
I'd also venture to say that Aaron (of the Ritz-Carlton Loss Prevention Team) and his cohorts had a pretty
good time documenting Joshie's vacation, and employee morale is a huge part of creating a great customer experience.
All this from a stuffed giraffe who got lost on vacation.

Friday, January 4, 2013

Maine Coon Cats


The Gentle Loyal Cat Breed


The History of Maine Coons

Lots of myths surround the origin of the Maine Coon, from the belief that he’s the result of a cross between a cat and a raccoon — biologically impossible — to the fanciful notion that he descends from French cats sent to Maine by Marie Antoinette in anticipation of her intended escape from France. More likely, the cats descend from meet-ups between shorthaired domestic cats already in this country and dashing longhaired foreign cats brought home as souvenirs by New England sailors. Some even say the Vikings might have brought longhaired cats with them when they touched the shores of America a thousand years ago, and indeed there is a resemblance between the Maine Coon and the Norwegian Forest Cat. Wherever they came from, the cats were viewed as household and farm workers, highly valued for their mousing talent.
The first mention of a cat called a Maine Coon occurred in 1861, in reference to a black and white specimen named Captain Jenks of the Horse Marines. It wasn’t unusual to see Maine Coons at the then-new and popular events called cat shows held in Boston and New York. In 1895, a brown tabby Maine Coon named Cosie won Best Cat at the Madison Square Garden Show.
Today, Maine Coons are among the most popular pedigreed cats. They rank third among the breeds registered by the Cat Fanciers Association.

What They Are Like to Live With

They tend to be a hardy breed, but are at risk for hip dysplasia, polycystic kidney disease and hypertrophic cardiomyopathy.

Things You Should Know

Bestowed many nicknames, including “Gentle Giant,” “Feline Greeters of the World” and “Shags.”

This longhaired breed requires minimal grooming because they keep their coats in top condition.

Look like small bobcats.

They are slow growers, reaching full maturity by age 4 or 5.



Maine Coon Temperament and Personality

The Maine Coon is sweet and friendly, with the typically curious cat nature. He is a sociable cat who loves his family but isn’t demanding of attention. He’ll follow you around and show an interest in what you’re doing, and if you’d like to give him some lap time, he’s happy to oblige.
This is one of those cats who gets along with everyone, including dogs and other cats. He enjoys playing fetch and is willing to learn to walk on a leash, making him a great choice for anyone who travels frequently and would like to bring a feline companion along. When you’re not home with him, keep your Maine Coon entertained with puzzle toys, a bird feeder he can watch from the window and a water bowl he can splash in.
Maine Coons communicate with a variety of sounds. In addition to the all-purpose meows and purrs, you will hear them cheep, chirp and trill, incongruous sounds coming from a gentle giant. They use body language, too. A Maine Coon will give you a nice head butt to let you know just how special you are to him.
Maine Coons can adapt to any type of home in any climate. They are built for cold outdoor living, but it’s safer to keep them inside so they don’t get hit by cars or run the risk of disease spread by other cats.


The Basics of Maine Coon Grooming

The Maine Coon has a heavy, shaggy coat that’s silky to the touch. It rarely mats and weekly combing is all that’s needed to care for it. Combing removes the dead hairs that would otherwise be ingested by your cat when he bathes himself, resulting in hairballs. Trim the nails as needed, usually every 10 days to two weeks. Cats can be prone to periodontal disease, so brush the teeth at home with a vet-approved pet toothpaste and schedule regular veterinary dental cleanings.