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Ben Hamilton has just this minute forwarded me a stunning example of Customer Service the good ol’ Antipodean way.
Here’s the deal: A potential customer was informing a company “The Great Marquee Company” that they wouldn’t be using them for their wedding
From: Steve Hausman
To: ‘Events Team’
Sent: Wednesday, November 15, 2006 4:06 PM
Subject: RE: Quote #00002417; from The Great Marquee Company Ltd.Hi Klaus
Paula and I went and viewed your marquee setup at Devonport the other weekend and unfortunately we did not like it. So this is just to let you know we will not require your services on 7 April 2007.Thanks for your assistance and we are sorry that it turned out this way although we are glad we looked at the marquee prior to booking as that would have been a huge disappointment.
Regards
Steve Hausman .
Imagine his surprise, then, when he received this:
From: Events Team [mailto: ]
Sent: Wednesday, 15 November 2006 6:30 p..m.
To: Steve Hausman
Subject: Thank You From The Great Marquee CompanyHi Steve,
Thanks for your reply. Your wedding sounded cheap, nasty and tacky anyway, so we only ever considered you time wasters.
Our marquees are for upper class clients which unfortunately you are not. Why don’t you stay within your class level and buy something from payless plastics instead.
Kindest Regards
Katrina
Office Manager
The Great Marquee Company
Stunning, huh?
So here’s what the company had to post on their website:
The Great Marquee Company was recently involved in one of the fastest spreading internet stories of the year. Completely against our own philosophy of going to every effort for our customers, one of our people sent a very inappropriate message following a customer decision not to use our product. This message was sent by the customer to his fiancée, who forwarded it further. As a result the message reached the in-box of many thousands of people and was extensively covered by the media.
We certainly regret the exchange and have apologised to the customer. We are also confident that this will never happen again. Our company has a long history of supporting events in the great Auckland area and beyond with our marquee hire and we know that planning a wedding is one of the most stressful times in a person’s life. It should be our job to make that planning run smoothly.
Our advice to other customer service operations is to remember that the customer is always right, and also to think twice before hitting the send button.
The Great Marquee Company has a range of stylish marquees to cater for large and small occasions. No matter the size, we commit to helping make your event a great event.
Klaus Jorgensen
The Great Marquee Company
There’s nothing like free advertising - keep this post and email going around and around and around - this lady needs some customer service training.
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