Friday, November 9, 2007

Exceeded Expectations

Everyone probably has at least one horror story about horrible customer service...sadly many of us (raises hand here) have enough of them that we have forgotten the true meaning of customer service. So let me remind you..


Customer Service Don'ts:

Do not tell a pregnant woman who has just survived a transatlantic flight with a 3yo, 2yo and a giant poo covered St. Bernard that since your airline screwed up that you will put them on a connecting flight to a city 3 hours from her intended destination and then rent her a van so that she can get home......and then not do it. Do NOT then shove them on a plane and then leave them abandoned in the Atlanta airport at midnight with one diaper left and no food....Cause if you did that...even 8+ years later she still might still be ticked and slightly bitter...Angry enough to (Northwest) mention (Northwest) your (Northwest) name....but she won't. Hint, she might not still be so torked had you at least apologized.

That is how it works..at least for me. If someone tells me about a horrible experience they had with a company generally speaking I will never use that company. Consider the "feedback" aspect of E-Bay...don't you feel a whole lot safer buying from someone with a good rating? Or how about a babysitter...would you ever consider using one that you knew nothing about...me thinks not.

Bitter (Northwest) aside (Northwest) I have been the recipient of some of the best customer service on earth lately. Even the little things like -the McDonalds in our city has NEVER gotten our order right...until now. I ordered, paid and before I could get to the 2nd window to pick up our food the manager was leaning out the window holding it smiling at me...and...drumroll...everything was correct...I was so happy.

But here is the winner of best customer service of the year....

Martingale & Company...my new best friends.
I was knee deep in the Christening Shawl(blanket) shown on the cover....when I hit a speed bump...
Y'all, making this blanket is a commitment...I had put lots of hours into it by this point and was very upset that the instructions did not make sense to me. I was just this side of flopping on the floor and throwing a screaming nutty.


Then I found their web site. I contacted them and within an hour I had a reply...a reply from a real live human being, promising help and hence talking me out of my tree. Soon, I had in my hot little hands a way to contact their technical advisor.....she too was wonderful. Both of these ladies were everything that I did not expect...funny, helpful, and kind (they looked over the fact that I sounded like a raving lunatic). The technical advisor was prepared to walk me through the issue I was having.

These ladies exceeded all of my expectations.

Now...in the picture of the blanket I am working on...if you look in the upper left hand corner you will see a little steel crochet hook. Do you see it? Have any idea where it might be now? When I picked up the blanket after taking the picture I heard it fall...and can not find it...I blame myself (Northwest).

8 comments:

sooooooooooooospecial said...

Bless ya heart, from Bubba a sushi chef....The blanket is so sweet, what amazing talent you have....Is the youngest monkey feeling better?

mommiebear2 said...

that blanket is just beautiful, who are you making it for? I am sorry you lost your steek, hope you find it soon....

Anonymous said...

I dont get it! How far away could it be? Things dont fall and land a hundred miles away is it in an air vent? I would be pullin what little hair i have out!!

Leigh said...

I enoyed the subliminal messages. Good luck on finding the needle in the haystack. Your worksmanship on the blanket is gorgeous!

crazy working mom said...

The blanket is beautiful!

I have had horrible experiences with the above mentioned airline myself!
I want to cry when I think about it. :(

Karen said...

You're right, it's all about customer service. How hard can it be to treat others the way you'd like to be treated yourself?!

For the Love... said...

Soooospecial-thanks and no he is not better. He was still running a fever last night so I put in a call to you know who to see if we could get his antibiotics changed. fingers crossed!

Mommiebear2-thanks-it will be for my new niece or nephew...I finally found the hook..it was hiding under my speaker...

Anonymous-It must have been tired of hearing my foul language so it made a run for it...then it realized that only made matters worse so it rolled it's little tail out enough for me to see it.

Leigh-Thank you so much.

Crazy Working Mom-thanks...seeing one of their commercials still gives me the heebs..

Karen-pretty basic principle...you would think more people could grasp it's concept.

Lainey-Paney said...

Gage loves his crocheted (sp??) blankets. He fingers the edges as he falls asleep. It's very very cute.