Page 105 - The Apple Experience

Today’s wow story is from The Ritz-Carlton, San Juan Hotel,

Spa & Casino and demonstrates today’s “Service Value 1 in
building strong relationships to create Ritz-Carlton guests for

life.

A married couple had been repeat guests at the hotel for the
past few years. This year, a suit the wife was wearing was stained

due to a spill on the counter. It was a very expensive suit and it
was sent immediately to the laundry to be dry-cleaned. The

stain, however, would not come out. The guest was very
disappointed when she checked out, as nothing could be done to

restore her ruined suit. Harold Rodriquez, Laundry Supervisor,

called her home to apologize and asked if she was willing to
FedEx her suit so that another attempt could be made to remove

the stain from the suit. The guest agreed and Harold contacted
an external laundry company for their assistance. Harold called

the guest every day to keep her informed on the progress of the
suit cleaning. Unfortunately, the outside laundry company was

unable to remove the stain.
Harold wanted to turn the situation around and build a

relationship for life with the guests. He therefore proceeded to
get the cost of the suit reimbursed, took the check, got on a

plane to New York, drove to their home, and rang the doorbell.

When he introduced himself, the couple looked surprised.
Harold received smiles and hugs. Their gratitude was priceless.

He had created a memorable experience for the guests by
turning a problem into an opportunity to “wow” them with

genuine care and service excellence. His belief that nothing is
impossible: when you do something from the heart everything in

life can be accomplished.
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If you find this story hard to believe, rest assured, it is true. The hotel

employees, the “ladies and gentlemen” of The Ritz-Carlton, are empowered