Customer Service

Here is a story about great customer service. Who this time of year likes buying oil for your furnace? I know I don't with the price of oil rising higher and higher. I had reluctantly called Irving, whom supplies my oil. I told them I needed a delivery and they scheduled it in for this past Thursday the 28Th. I happened to go inti my garage the other day and looked at my oil level. Guess what I found, they had not delivered my oil and now I was getting critically low. It had been two days since my scheduled delivery and I was going to call and let them know. I was not happy when I made the call, as most would not be. I explained to the woman on the other end, she immediately apologized and asked me to hold while she called dispatch. She quickly came back and said they would be here within 24 hours with an emergency delivery. My first question, is that going to cost me? As most places will charge you for an emergency delivery. She said, "Not at all we broke our promise to you.". I said thank you and she said, "No,thank you.". After I hung up the phone I was speechless for a moment. "We broke our promise", "No, Thank you.", these responses caught me off guard. Do I still enjoy spending my money on oil?,NO. Though she handled this situation with true care and made me forget about the overall problem in the first place. Here is an excerpt from their ad "At the other end of the phone, you'll find a friendly, knowledgeable Irving customer care Representative- not an answering service-24 hours a day, 7 days a week.". The key in this a "customer care Representative". I left the conversation felling like she cared, they have a story and they follow it from top to bottom. Does your story do that?

Happy Hatching,
Jason Desjardins
jason@whereideascometohatch.com