Storytelling is an important part of The Ritz-Carlton culture. The employees of The Ritz-Carlton—known as The Ladies and Gentlemen—write up special moments and share them with the corporate office. These write-ups are called “Wow” stories, and several thousand stories are collected each year. “Wow” stories can happen when Ladies and Gentlemen interact with customers, residents, colleagues, and even during community service events.
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What transforms an ordinary moment into a “Wow” story is genuine care that fulfills a need. Some of the “Wow” stories are about simple, small gestures, and some of the stories are about grand and creative acts. Here’s a good example of one such act:
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A guest approached the Concierge at The Ritz-Carlton Residences, Almaty in order to make a dinner reservation. The guest was planning to celebrate the two-year anniversary of his engagement with his (now) wife. The Concierge took the guest on a complete tour of all property restaurants in order to find the perfect location.
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The Concierge then began preparing a special evening for the couple. Because the wife would be wearing a long dress and could not walk the long distance to the restaurant, arrangements were made with Loss Prevention for special parking privileges. The piano player in the restaurant started practicing the couple’s favorite song, and the wife’s favorite flowers were ordered. And of course, a heart-shaped cake was also made for the special occasion.
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When the guests arrived at the restaurant, the pianist immediately started playing their favorite song. Their private corner by the window looked like a movie set. Not only was their table decorated with the wife’s favorite flowers, but the table also had an amazing mountain view, overlooking the place where she said “Yes” two years ago.
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Under the Concierge’s close supervision, the dinner went perfectly and the couple enjoyed an amazing celebration. Upon their departure, their favorite song was played once again. The wife was in tears and mentioned that The Ritz-Carlton was now their new favorite place in town.
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**Source: http://ritzcarltonleadershipcenter.com/tag/wow-story-2/
"I attended your story telling course some time back. And I've enjoyed keeping up my knowledge with your blog. You may not have realised however, that the Whole of Government is implementing Internet Seperation. Hence I'm not able to access the links to read your articles. Could I suggest including a QR code in your emails so that I can use my mobile to scan it and gain immediate access to the article? It would be most helpful"
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