A couple of weeks ago, I visited the BC credit union website to search for an ATM close by. The search found 4 that I went looking for, only to find that one didn’t exist at all, two were much further south than shown on the map, and the other one was 10 minutes east of where the map showed it to be. The experience was pretty frustrating, so I sent them an email to let them know what had happened. I gave them details on my search parameters, the results, and the ensuing frustration.
This reply came from Alana a few days later … “Thank you very much for bringing this matter to our attention. I can understand your frustration of being misdirected by us. We were unaware of any problems with the ATM mapping feature on our website, and upon receiving your email have been in contact with our technology partners to ensure that all mapping errors are corrected as quickly as possible. The specific information you have provided us with has definitely helped us narrow down where the issue exists, and we truly appreciate the time you have taken to send us this information.”
Now, that’s a sincere response (not like the duck complaint). She asked for my mailing address … I assumed to send me a card. What arrived knocked our socks off! On Friday, while we were in the city, we got a call from a courier to arrange a delivery time for a pie. Cool – just what we needed, because we were having company for dinner and Patrick didn’t have time to make dessert.
But this was no ordinary pie! It was GI-NOR-MOUS!!! Imagine a 4.5 lb pie in a reusable pie plate, packed in a wooden crate filled with strips of “thank you” paper, with the note of thanks I had been expecting. The pie’s ingredients were also listed with instructions … it was so fresh that it is recommended to finish it within 5 days. It will definitely be finished by Wednesday, if not before! Although that will require us to eat some fairly large pieces – life is rough <lol>.
Can you say “customer service”?!? I have two kudos to send out here – one to the BC Credit Union for sending the pie and one for person who started The Acme Humble Pie Co – what a great business concept! If you EVER need to send an apology or thank you, please consider using this company – you will definitely earn some brownie points in the process from the recipient!
Update: here’s another great customer service story … Thrifty Foods.
And another update: Not just lip service.