July 8, 2010 by Frank Peditto
It’s a fact in the
transportation business. Whether you transport pets, cars or household goods,
there is something that is bound to happen during the shipment or delivery that
creates an issue or, as we refer to it, a ‘service failure’. While service enraged
and frustrated transferees most often report failures immediately to us, there
are occasions where we actually discover the failure during the follow-up call.
We were working with a
client transferee, shipping his SUV. As is our standard process, on delivery
day, the relocation counselor called to follow-up on the delivery. After the
pleasantries of the conversation, the transferee confirmed that his vehicle had
been delivered. As the counselor probed further, he admitted that there was something
amiss about the vehicle. While the SUV had been delivered, it came without its
roof. Mind you, this was not a convertible. As the discussion progressed, the
transferee admitted that the driver had told him that the SUV was missing its
roof and it was ‘back a few states’, lost as a result of the driver taking a
wrong turn and experiencing low clearance issues.
Of course, upon
hearing this news, the relocation counselor was horrified and immediately
contacted the transporter to file a claim and expedite the resolution. Together
with the transporter we worked feverously to resolve this issue as quickly as
possible for the transferee, and for that he was most grateful.
No matter how
incredible your service is issues do arise. In this case an accident happened
and we were fortunate that our client transferee understood that and worked
with us to ensure ultimate satisfaction and resolution.
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