DHL Just Amazed Me
Last month, I posted three separate entries about the 17 days it took for a 2-day package to arrive via DHL Express.
I was not, as you can imagine, a happy camper. However, once the package arrived I forgot completely about the problem and went on to give my husband the delayed birthday present I’d ordered him. DHL in Kansas City apparently did not forget about the problem, though.
This evening, while I was running around making dinner and wearing my “I’m-carrying-10-pounds-of-excess-water” scummy clothes and granny glasses, my hair looking crappy after last night’s disastrous salon appointment and not a scrap of makeup hiding my monthly breakout, the doorbell rang.
Greg F., the Regional Manager for DHL in this area, had driven all the way to our town to apologize for the service problem. You could have picked my pimpled jaw up off the floor, I was that stunned. He was downright nice and careful to tell me that the delivery driver had not been completing his route, a problem of which the (now-former) manager was not aware. It was, he said, something that never should have happened and he was very sincere about how much effort the company is putting into improving their customer service.
Let me just say now, folks, that the fact he drove so far out of his way to deliver a personal apology truly amazes me. Yes, bad service happens with any company, but such sincere, personal gestures of contrition don’t.
It was, by far, the most impressive effort I’ve ever seen a company make to take responsibility for a mistake and demonstrate their intent to do better in the future.
Thank you, DHL.
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*jaw drop*
jae’s last blog post..Eye strain
damn. I had a similar problem with FedEx on delivery of laptop — needless to say, I was worried. Although they eventually sorted it out and I got my new ‘puter, no one ever bothered to issue me such a nice apology.
Donna B.’s last blog post..Now is the time for Mideast Peace
Hmmm….you gave me an interesting idea. Perhaps if I complain a lot and loudly enough…and somehow automagically increase my blog traffic (yes, I know “automagically” isn’t a word, but I so love it
)…about crappy BMWs, some rep will show up at my door with a free car!
Steve’s last blog post..Life is funny and surprising
Outstanding! It’s always nice when expectations get exceeded. One question though… Was it enough to get you to give DHL another chance?
Jeff’s last blog post..Teach Gives a Great Hummer
Actually, yes. A company that will take such steps to not only follow-up on a problem but also to deliver a personal apology strikes me as one that’s intent on earning my business. I’d be unreasonable not to give them a second chance, don’t you think?
I can’t help but wonder how long it took him to get there
It’s customer service stories like this that give me warm fuzzies. Honestly? Those stories are few and far between. I’ve been hearing so many complaints about so many different companies lately.
Lisa’s last blog post..Finally…Something Good…
That’s amazing! I’m almost even more amazed that you opened your front door to find out who it was!
I didn’t. VH did. You know, Lynne, I take that “No Drop Ins” sign over my doorbell seriously.