What if the difference between an average company and a world-class one came down to a single choice, seeing every customer interaction as an obligation, or an opportunity?

In this episode, Cody breaks down a simple but powerful principle he learned from the Ritz-Carlton, one of the most service-obsessed brands on the planet. You’ll hear the viral story of a lost stuffed giraffe named Joshie, how it turned into a legendary customer experience, and why Cody is now implementing this same philosophy inside his own company. This episode will show you a new way to look at customer service, not as a checklist, but as a chance to create moments people talk about for years.

You’ll Learn How To:

• Turn normal customer moments into unforgettable experiences
• Empower your team to think creatively instead of acting like task-checkers
• Build raving fans without spending huge amounts of money
• Create a wow fund that transforms the way your team serves clients
• See customer service as a long-term investment, not a short-term cost

What You’ll Learn in This Episode:

(01:05) The Ritz-Carlton’s $2,000 rule and the trust behind it

(04:00) The viral Joshie the giraffe story

(07:00) How creativity grows when teams are empowered

(09:00) The Delta captain moment that changed Cody’s view of service

(11:30) How a simple $50 wow fund can transform your business

Who This Episode Is For:

• Entrepreneurs who want more raving fans and word-of-mouth referrals
• Leaders trying to build a service culture their team is proud of
• Business owners tired of transactional relationships and ready to create impact
• Anyone wanting simple, practical ways to stand out in a crowded market

Why You Should Listen:

If you’ve ever wondered how the best companies in the world build loyalty that lasts a lifetime, this episode gives you the blueprint. Cody shows how small, intentional moments, done consistently, create stories that spread, customers who return, and a team that feels trusted and empowered.

You don’t need a $2,000 budget to create magic. You just need heart, creativity, and the willingness to see opportunity where others see obligation.

Follow Cody Hofhine for tools, resources, and support on your journey:

Website: https://codyhofhine.com/ 

Instagram: https://www.instagram.com/codyhofhine/