True Men Tales

I host high-end experiences, so I spend a lot of time studying the people who do it best. One of my favourite lessons comes from a stuffed giraffe. Let me explain: A boy left it behind at a Ritz-Carlton. To stop him crying, his dad told him Joshie (the stuffed giraffe) was just staying on for a longer holiday. That night, the hotel called. They’d found him. The dad asked for one favour: a photo of Joshie by the pool, so the story would hold up. A few days later, a package arrived. Joshie, plus a binder of photos from his holiday: • Lounging by the pool • Getting a massage at the spa • Driving a golf cart • Hanging out with other stuffed animals And his own Loss Prevention ID card. He’d even worked a shift. They were asked for one photo and they sent back a whole holiday. Ritz-Carlton staff have long been allowed to spend up to $2,000 to look after a guest. In this case, they didn’t need it. This cost a camera, a binder and someone willing to use their imagination. Sometimes luxury is less about the marble or the champagne. Anyone can buy those. And more about the feeling that someone was paying attention. That’s when a giraffe gets a holiday.