Posted: Damien Mulley on Aug 27 | consumercare
This is an interesting story about a guy who rang DHL to complain about his package being late when it should have been delivered earlier that day. First, they reimbursed the money they charged for delivery and then they conferenced him into a call with another local rep to see where the package was and they found out the truck it was being delivered in had broken down. One or two other issues occured but this is how the event ended:
About 45 minutes later the DHL driver in his personal car arrived in my driveway, gave my dog a graham cracker (go figure) and delivered my package. He was very apologetic even though he had no control over a broken down truck. To be honest I thought he would be very upset that his boss made him come out on his way home and give me my package but he seemed very happy to be able to do it, it felt like it might of even been his idea.
A great way of doing customer service and also as a by-product 10s of 1000s of people read this story on the web after it made the front page of DIGG. If every customer was an evangelist after you made a little extra effort, then you’d be swamped with business.
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I think this story refers to or might be referring to DHL in another country? Certainly my own experience of DHL here in ireland is well covered by the term “cowboys”. A number of years ago while doing an open university course DHL succeeded in losing my course materials twice over a two year period. The first time the courier could not find find my address and eventually simply gave to some guy on the northside of dublin who was prepared to sign for it (I live on the southside). The secodn time my course materials simply vanished. The only positve experience out of this was their very good customer support/service department - the best i’ve ever experienced in any company. But one wonders why their support has to be so good? I never use DHL if it’s my own stuff i’m posting - I prefer UPS, never a problem with them so far.