The Importance of Excellence

I had a wonderful customer service experience last week that I thought I would explore. I was on a business trip to Brisbane Australia from Auckland and had to arrange transportation to and from my home to the Auckland airport. I live on the North Shore and a taxi fare can be between 80-90 dollars. I googled shuttle companies and ended up arranging transportation with Shuttle Link (www.shuttlelink.co.nz). I had a great trip out to the airport, the driver was superb and I got there with lots of time to spare. While I was in Brisbane, I ended up having to extend my trip by one day. I made all the flight changes but forgot to let Shuttle Link know that I would not be arriving on Wednesday night at 11:30, but rather on Thursday night at 11:30. When I managed to get on line to check email on Thursday morning, there was an email from Shuttle Link saying that they had waited until almost 1:00 AM and then went on to add, and I quote:

"Please let us know if you are alright, and need to arrange another pickup or did you make it home ok"

Needless to say, their concern for a customer was obvious and I immediately advised them of my new travel plans. On arrival in Auckland Thursday night they were there waiting. On the ride back home, I offered to compensate them for their time the night before. The driver said that he wasn't going to ask but he would not say no. (NOTE, I Offered, they DID NOT ASK). Their concern for their customer was above and beyond and I would recommend them to anyone who is travelling to and from the airport or has other multi passenger needs.

BlogThought:

If you are passionate about customers, really, truly passionate, they will reward you in ways you never thought possible