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Now, that’s service for you

November 20th, 2009 admin Leave a comment Go to comments

They say that for every one satisfied customer who expresses his contentment, there are ten or so who will only voice their discontentment. Well, start queuing up, you unhappy customers, because I’m today’s happy one.

I came across (actually I was searching for it) the dates for the next Lean Enterprise Institute Lean Summit (first week of March) and decided that, having never been to one before, and the reviews being good, I might as well make an effort to get over to Orlando. With it being only a couple of months away, and knowing that flights get more expensive the closer to the date of departure, I decided to take a risk on the event being cancelled/moved/swine-flued, and entered “cheap flights” into the search engine. Some twenty not-really-value-adding minutes later, I’d made my choice, and entered my personal and card details…. only to get a big red warning that the on-line travel agency had been unable to get a confirmation of the flight from the carrier, and advising me to make another choice.

A bit cheesed-off to say the least, I started weighing up my opt…. and the phone rang. A very helpful young (I suppose) lady from Go Voyages, who had seen the same message as me flash up on her screen, proposing to investigate what happened and find a solution.

It turns out that the initial carrier had not been keeping the database of available flights up to date, and it was no longer available. But there was another one with a different carrier (admittedly 20 euros more expensive) but with only one change rather than two on the outward leg… and in five minutes, it was all settled, and Orlando here I come.

And I really did get the impression that this young lady had been sitting there just waiting to jump in and save me. This post is categorised as ‘Respect for People’ – it is not only your employees that you need to show respect for!

govoyagesCongratulations, Go Voyages (I’m sure you also have unsatisified customers, hopefully not ten times more than the satisfied ones).

And here’s hoping that the LEI keeps their side of the bargain!!

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