People who know me know that I spend much more time ranting about really bad service than praising really good service.
For the most part this is because I get much more bad service than good service.
But last week I had a great experience. I left work one evening and discovered that one of the windows of my car had been smashed, with a large rock that was sitting on the passenger seat. This, of course, was not a great experience. But the way it was handled was. I drove the car home, and the following morning phoned AutoGlass (after a few puzzling minutes working out where to find them in the Yellow Pages). If I’d been prepared to wait a while longer they could have come out to my house and replace the window, but instead I chose to drive to them, where they replaced it whilst I went for food.
They handled all the dealings with my insurance company, assured me that this wouldn’t impact my No Claims Bonus, and best of all, there wasn’t even an excess to pay.
It was all very simple – literally drive in, give them my insurance details, go away for an hour to get food, come back, sign a form, drive away again and forget about the whole thing.
I like companies that can turn bad experiences into good ones. There just aren’t enough of them around.