What Pleases Me Most: good customer service

I am not pinged off, annoyed, or pushing a barrow! This is my new mindset – What Pleases Me Most!

Good customer service will always leave me purring – nothing gets me back to your goods and services faster than service. Over the last few weeks, I have had three outstanding examples of “service which meets our customer’s expectations”.

Bunnings

I must say I find Bunnings offer consistently good service; they seem happy to walk that extra few steps and assist me when I’m looking for the wigwam for the goose’s bridle in a non-standard size, of course. When I took the head from my oh-so-impressive looking, but not working tap, into the Compton Road, Underwood (QLD) Bunnings, they spent considerable time trying to find the fitting in numerous suppliers books. The young woman serving me, Jas, asked if I could leave it with her and she would follow up on Monday when the suppliers were in their warehouses. Jas promised to get back to me within a week.

True to her word, she did get back to me and advised that the supplier did not have the particular part in stock in Australia, but they did have a similar one available. Whilst in the store, and with help from Jas, I tried other fittings and knew they were interchangeable, so I was happy with this solution. Jaz further advised the supplier would send it to me direct as the whole tap ensemble was still in warranty and they apologised for any inconvenience! Wow!

Virgin Australia

Recently GOM and I flew to Sydney via Virgin. As these flights go, it was no better, no worse than usual, although I did have fun receiving my boarding pass on my mobile – aaahhh this electronic world. All this efficiency was spoiled by the fact that we both had suitcases – I’m sure there are people who can go to Sydney for 10 days, attend two formal functions, catch up with family and friends and take only carry-on luggage – I am not one of them!

My suitcase, which was just underweight at 22.8kgs (I have big boned clothes!) came through on the carousel in one piece, but hubbies had had a rough hour and a half! There were what looked like burn marks on the lid, there was a break just under the zipper and some very dirty marks in other areas, plus a couple of cuts which did not go all the way through the case. It was messy, but intact. Nonetheless, we took it straight to the Virgin desk and showed the woman on duty the damage. Immediately we were given the option of taking the clothes and putting them in plastic bags to be supplied, taking the bag to Brisbane on our return for further action or … wait a moment! Vivienne from Virgin disappeared, then returned to the desk asking my husband if he would accept the suitcase she was holding as a replacement on the spot. If this bag wasn’t acceptable, the other options were still available! Now I have to tell you, our bag although completely roadworthy, was well used and faded. Virgin didn’t ask us to produce a receipt for the original cost, a statutory declaration from the store where it was purchased – they just replaced our suitcase with a new one! Guess which airline is on our Nice List?

Colette Hayman

Back in January, I purchased a handbag from Colette Hayman in Pacific Fair on the Gold Coast. I love her handbags, they are stylish, well priced and although not leather, they are good quality. Additionally they are often in great colours not easily found. As is my wont, I put the handbag away until my existing one in the same colour started to look a bit worn. Finally in July, I used it twice and then on the third outing, the zip broke. I went into my local Colette store and asked if they had any suggestions for where I could get it fixed (a visit to a boot maker told me “we don’t do zips on bags”). The young sales assistant was very polite, but told me to contact head office.

I wasn’t expecting too much; quite some time had passed and although I could remember how much I paid, I had no proof. Now for the good part! Although there was no obligation for Colette to do anything, they came back to me advising there was no possibility of replacement of the exact article, but my local store would allow replacement to the value of their recorded value or apply the amount to another purchase of greater value. Surprise, I found another “must have” item for my wardrobe and they got more money from me – that’s what I call a win-win situation.

Bunnings, Virgin Australia and Colette Hayman: bouquets from a very happy person!

Have you had a similar experience to Karen? Tell us your good customer service stories.