Customer service saved a dog.

A friend of mine had a pretty remarkable customer service experience the other day. He lives in a gated community. On Sunday night, the community shot off fireworks and he went outside to watch them. He must have left the door open and his dog walked out. My friend didn’t realize the dog had gone out. About two hours later, he got a call from the community’s gate house. They said that the patrol had found his dog and that the patrol was down the street.

My friend went down the street and saw the patrol and his dog. Thankfully, the dog was fine and walked right up to him. The dog was wearing a collar with my friend’s phone number and address on it, so they knew it was his dog. The guard explained he saw the dog walking down the street. He explained that he tried to get her in the car so he could drive the dog down the street, but she didn’t want to (she’s an awfully large dog). My friend was relieved and thankful that his dog was okay.

When my friend got home, he called the gate house and asked for the patrol’s name. He wrote a letter to the company the next day praising the guard and the company. He CC’ed the community’s board and management company. He sent the letter off and then called the gate house and found out when the guard was working again. He found the guard, thanked him again, and gave him $50. It was a good gesture by my friend and I think it showed how appreciative he was.

What made this customer service experience remarkable wasn’t so much the actual customer service part. It was because the company did something that made a big difference to the person. They made the experience a remarkable one in the same sense a hospital would that cured someone.

The experience wasn’t a remarkable one from a customer service perspective – at least in the traditional sense that I talk about here. If your company can solve some important problem (like an illness or a missing dog), it can get away with just doing its job.

Above all, you should try to do your job. You want to keep the web site up, let people file their taxes, get them cheap travel tickets, sell them headsets, and so on. If you can do that, you can make customers happy. The customer service part will probably come more naturally and your customers will be happy.

Like a lot of things in customer service, it’s a win-win-win for everyone involved. In my friend’s case – he got his dog, the dog was safe, the guard got some praise and some money, the security company got praise, and everyone was happy.


4 Responses to “Customer service saved a dog.”

  1. Christine Kane said:

    Mar 13, 07 at 8:43 pm

    Aw! I love a good story with a happy dog ending! Yay for all the people involved!

  2. IVR Blog » Customer Service Blog…. said:

    Mar 20, 07 at 8:47 am

    […] A couple of posts that caught my attention, “Cut back on phone service? No way! Enhance it instead,” “Remote Workers,” and “Customer Service Saved a Dog.” […]

  3. Aani said:

    Jul 10, 07 at 10:49 am

    Aw! I love a good story with a happy dog ending! Yay for all the people involved!

  4. Friendly Dog said:

    Sep 13, 07 at 9:49 pm

    Dogs and puppies are great to have around as friends. Dogs are great for the kids too. I had a golden labrador once and they are very fun to play with the kids.
    Great blog!