Client Service
Today I’ve an incredible experience for service beyond the call of duty.
I broke down, called the AA, who arrived 20 mins quicker than they had estimated. He assessed the problem, tried to fix it, with out much joy. While he was deciding where he should tow the car to, he said if he had the part he could fix it, in the time it would take the tow truck to get to us. To cut to the chase, he ordered the part from the local VW supplier from a cell phone, drove me there, in his car to pay for it, drove us back and replaced the faulty part, and woolaa, my car was purring again.
What impressed me was that he got another call-out while we were driving, knew he couldn’t get there immediately and so referred the call to another technician.
When I asked why he didn’t just tell the new client he would be there, but in 45 mins. (I thought a reasonable time to wait for roadside assistance)
His answer was “We can’t be so busy that we don’t service our client’s needs as soon as possible. If I can’t do it now, then for the client and the AA, I’d rather refer it�
What a great message to all of us in client service. We can’t make our own “Busy-ness� the client’s problem.
What kind of service are we offering on a day to day basis?
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