Monday, October 27, 2014

Customer Service Done Right

Lately it seems I see Facebook and mainstream media full of people complaining about a company, organization or even waiter. I'm sure there are many times you have a good or even great experience as a customer but we don't tweet it, we don't post it on FB and except in extreme cases. you wont see media covering it. And really, how many papers would sell if the headline read "Waitress got my order correct"?

So I get it, we expect good service and take it for granted when we get it and if we don't we complain.  I'm like that too. I always get good service at my local Safeway, but I also shop 2-3 times a week (it's  a block from home) so if I commented every time about the good service, people would say I was spamming.

Today I'm going to take the time to balance out the negative things you've got in your news feed and blog reading tools. I'm going to tell you about not just good service, but amazing service.  Those of you who know me in-real-life will know most of this, but it's such a good story, it's worth reading again.

This summer, I did the impossible and took my kids alone to visit my mom in Nova Scotia. This meant taking 2 planes each way, airport transfers, cabs, rental cars, hotels, motels and more. So many places things can go wrong or go missing. Miracle of miracles, the trip was for the most part uneventful on the negative side and was so worth it.

Fast forward, and we're on our way home. From the time we left the motel until we got back to YVR was more than 12 hours. Both kids were over tired. While we have a train we can take to downtown and then just one bus and we were travelling light, I could not face public transit with two over tired kids who had been so well behaved (all things considered) and if they fell asleep, we'd be riding the train until they woke up because a) you can't wake them and b) they are too big, too heavy and I had a suitcase and a carry on too.  I opted for an Airport Limo service. The price is very close to the cost of a cab and much more comfortable.

We took Aerocar Service. We were in an SUV and the kids loved the ride. Personally, I always love the drive from the Airport to downtown, with the amazing views of the mountains. Our driver was really nice. He was a dad with two young kids himself. He got us home safe and sounds, and even helped me get the kids and luggage across the road safely.

Home sweet home! We dumped the bags in the middle of the floor and I promptly got the boys ready for bed (it may have only been 8 our time, but it was midnight where we'd spent the last two weeks). First crisis, we could not find Nathan's monkey. Luckily they were tired enough that I was able to get them to sleep without (cue extreme gratefulness that this was not Corwyn's monkey).

I next went through every pocket in every bag. We had the monkey, in his arms when we left the airport. Yes, it would normally be in his bag but the zipper on that broke and he insisted on carrying it. I went outside, checking where we were dropped off, in case it was there. I checked all the common areas in the my building in case it got picked up by a neighbor. No luck. I dreaded the morning when he would ask.

I emailed the car company.

Hi, this is a long shot.
We took one of your vehicles from YVR to the West End on Monday Aug 11 (around 7:30pm). One of my twin boys left his stuffed monkey in the car. Is there any chance it was found and turned in???
 We loved the ride back. The driver was amazing and had my kids smiling despite having been in travel mode for 12 hours. I think it was this happiness that caused him to forget his toy.
 Can you please check? It was an SUV type of vehicle.
I was overwhelmed by the series of responses I got
Hi Christine,
Our reservations agent is looking in to your reservation and what driver/car serviced you.
At our office lost and found there has not been any stuffed monkey brought in but let us also send out a message to all the drivers on there dispatch screens and see if we can hopefully locate your sons toy for him.
I will be in touch shortly.
Kind Regards,

Hi Christine,
We have sent out a message to all drivers.
We are waiting to hear back shortly.
We will contact you closer to this evening.
So we may get a response from all day and night drivers to see if any driver has turned the monkey in at the airport or to one of our greeters.
We will send you an email at roughly 8 or 9pm.
We are on a mission to find him for you son.

 Hi Christine,
We regret to inform you that we could not locate your sons toy monkey.
We were all young once and understand the attachment to our childhood toys,
What we would like to do is send both your sons two stuffed monkeys on behalf of AeroCar
If you would allow us to do so, please send us your address home or office and we will have one of our drivers deliver them to you.
Again our apologies that we could not find your sons toy but please do allow us the opportunity to make it up to your son.
We look forward to hearing from you.
Kind Regards,
Thank you kindly for allowing us to transport you and your loved ones. 
 I was disappointed with the lack of monkey but so overwhelmed with joy at the care and attention this company was taking. I cried. I'm crying thinking of it again.

So, did they come through? Yes! And with even more than I expected. They recognized that while only Nathan lost his monkey, there were two young boys involved.

Hi Christine, Hope this email finds you in good spirits, My apologies for the delay its been an extremly busy couple of weeks. I really wanted to deliver your monkies in person but the rate Im going at I may not make it over there for another two weeks. I just sent the monkies first class with UPS , they will arrive at your office tommorow afternoon. There are two boxes one red and one green. One for each son , a monkey for thier beds and a monkey to travel with them. Again my apologies for the delay, this has been on my to do list for a while now so please do not think we forgot. I hope your two boys will make some fond memmories with thier new traveling companions. Warm Regards, AeroCar

Good-bye Brown Monkey. You will be missed. The response to your loss has been so incredible though. You left a great legacy.  If you are traveling to/from the Vancouver Airport, please consider using Aerocar. Service like this deserves to be rewarded. 

1 comment:

Glogirl said...

Wow!! That is awesome customer service. I'm really impressed with companies that go above and beyond the call of duty. Thanks for sharing!