completed building a home. It’s been a long journey full of excitement, frustration and issues but we have made it!!
One of the final jigsaw pieces was the driveway and just when I thought we were home another issue emerged. The driveway was poured recently and whilst it was still drying, a bright spark delivering a new mattress decided to roll the mattress over the drying cement despite barriers, signs and verbal instructions to the contrary! The result is a permanent scarring of our new driveway.
I was furious and called the company that sold us the mattress, Sleeping Duck. A chap called Des picked up the phone, poor Des was going to be earning his money on this call. Just as I was winding up Des apologised, took full responsibility and agreed to wear the cost of the driveway re-surfacing.
I was stunned, in the midst of being bounced around by many other service providers here comes a company taking full responsibility. This shouldn’t be stunning, but in this day and age it is.
So it got me to reflect on what creates a stunning customer experience……Is it just down to good old fashioned manners? Systems and processes? Empowering customer-facing staff to make decisions (such as paying for a new driveway)? They all play a part but I think Sir Richard Branson is spot on when he talks about culture being the key. The culture needs to demand customer service excellence, once this belief is embedded the rest will take care of itself.
Sleeping Duck have clearly created this culture and I’d like to congratulate them publicly. Well done! If anyone is in the market for a high-quality mattress and appreciates service, check them out at http://www.sleepingduck.com/au