Good customer service stories are so rare that you should tell 'em when you got 'em.
9am: At work, remember that I need to get my window fixed. I call my insurance company, expecting a) to have to go through all kinds of paperwork to get my window fixed and b) to be without a car for a few days.
Hello, State Farm.
Hi, my rear window got smashed last night. I need to replace it.
I give her my pertinent information.
Ok, I'm going to connect you to Linx, our special line for window replacement. Have a great day!
Hello, Linx, can I help you?
I need to have my rear window replaced.
Ok here's a list of glass repair shops in your neighborhood.
She runs off a few.
Oh, it looks like Active Glass does in home replacement, and they are right down the block from you. Let me connect you. Have a great day!
Hello, Active Glass, how can I help you?
I need to have me window replaced. State Farm sent me to you.
Ok, where do you live?
I give her my address and other information.
Well, it's raining like crazy right now. It would be hard to do an house call. Could you get the car here today?
Well, I'm at work, I could get there by 3:30 the latest, though.
That's fine. We should still be able to get it done today. See you then!
Two minutes later my phone rings.
Hi, this is James from Active Glass. I'm in the truck right now and I have someone with me, so we could just swing by your house and pick up your car so it will be ready when you get home.
Ok, I'll call my fiance and tell him to leave the key in the visor. Thanks!
No problem. We'll call you when it's done.
Problem: Justin isn't home. Two minutes later the phone rings again.
Hi, this is James again. The key isn't there.
Yea, I thought he was home but he wasn't. But the key is on my kitchen counter and the door is open. (I live in a block of houses all occupied by my relatives, most of whom are home during the day. Locked doors aren't really necessary)
Umm, I don't want to go in your house....
No, it's ok.
I tell him where the key is. He stays on the phone with me.
Ok, I have the key. I'm leaving the house. Do you want me to lock this door for you?
No, that's ok.
Hmm, alright. Why don't you stop by the shop on your way home from work? The car should be ready then.
Have a great day!
One hour later, the phone rings.
Hi, this is James. We finished the car up so I just brought it back to your house. It's in the driveway. I left the key on the counter, I hope you don't mind.
No, not at all. Thanks again.
Oh, and I noticed your side view mirror is gone. Why don't you stop by the shop tomorrow and I'll fix that up for you?
Wow, ok. Thanks!
It's been our pleasure.
Time elapsed from phone call to insurance agent until window is fixed and car is back in my driveway: 90 minutes.
I got a ride home from work from Bonnie, waited for the kids to get home and took Natalie to Target where I spent $159 on crap. But fun crap.
Dropped the kids off at their dad's for the weekend, came home to handmade Mexican pizza and a six of Heineken, watched a really bad movie featuring Henry Rollins, Flea and Anthony Kiedis, and here I am at 9:41, glowing over my perfect Friday.
And I broke 100,000 on Dynomite today.
Does it get any better than this? Yea, it does. I've got some business to take care of now.