One of the core Best Service Is No Service principles is that a company should be proactive in its dealings with customers – taking the initiative as a strategy to prevent problems and unnecessary contacts; thus improving the customer experience.
Well, it happened to me today and I have to say I was very, very impressed – not least because it was totally unexpected.
I am currently spending a lot of time on a client site and using taxis regularly to travel between hotel, airport and two client office locations. A taxi had been booked to take me from the hotel to the office that is my ‘base’ in the morning and another one to return me back to the hotel at the end of the day.
Due to the schedule of meetings, I changed the morning journey to drop me (and two colleagues) at the other office. Whilst we were still en-route, the taxi firm(Edinburgh City Private Hire) called to check whether they should alter the return journey to be a pickup from the second office.
Wow!
Simple, but powerful.
Common sense and obvious you might say, but certainly not a common experience. This kind of joined-up thinking is all too rare – so well done to them. If you find yourself in Edinburgh, I recommend you call 0131 477 4000 when you need a taxi – and tell them a happy customer sent you.
Now, if they only had online bookings – they could deflect a whole lot of calls to self-service!
