The Key to Delighting Customers: Bring a SCARF to Work!

Chris Hurn’s son was distraught. He had left his favorite stuffed giraffe “Joshie” in his hotel room during a recent stay at the Ritz-Carlton. Mr. Hurn, in an effort to placate his distressed son, assured him that Joshie had decided to stay a few extra days on vacation. Mr. Hurn then called the Ritz Carlton [...]