Autor/ka:
Agnieszka Maszewska

A Very Satisfied Customer is more than just a Satisfied Customer

The situation I'm writing about below doesn't happen often, and that's why I'm writing about it.
Also because it's a perfect example of what we at Jet Line are working on.
That is, delivering positive experiences to our customers.


But let's start from the beginning.
Last year, we were looking for a venue for company workshops - somewhere close to the office, pleasant and comfortable. We searched and found it: it's close to the office, pleasant and comfortable, plus they serve amazing food, have great cakes and delicious, homemade lunches, both vegetarian and non-vegetarian.
Let's call this place the Place for now.
We grew fond of the Place, and perhaps that's why we worked so well there on developing our mission, vision, and values.
One of our photography exhibitions after the Explorer Cruises was held right there.

When we were looking for a venue for an all-day training this year, it was obvious we would call the Place.
All necessary arrangements went perfectly, and last Tuesday, February 4th, we started the day with coffee at the Place. Then the training was supposed to begin, a very important one for us, organized by the media house OMD as part of OMD School.
However, something went wrong with the cable-projector-computer connection, which forced the staff from the Place and others in the room to take action.
For a good fifteen minutes, they were plugging, connecting, switching computers, and analyzing the causes of the “unable to display presentation” situation.
Finally, the cable worked, and everything was perfect from then on.
The training was great, intensive, with lots of knowledge and inspiration. We finished on time and even had some left for casual conversation. We returned to work full of new ideas, and probably none of us remembered the unfortunate start. I should add that I didn't file a complaint and wasn't planning to, as we're generally satisfied with the Place's services.

A few days passed, and here's the message I received from the Head of the Place:

"Dear Agnieszka,

"I must admit that I definitely feel there was 'inadequate quality of service' regarding your recent use of the conference room. My colleague didn't properly handle the equipment matters you had specified, and while one could say this can happen to anyone, this 'can happen' is absolutely our responsibility, and I wouldn't want this to remain 'unnoticed' between us. Would it be satisfactory from your perspective if I apply a 50% discount to the previously agreed price when issuing the invoice?"

I hope I'll be forgiven for revealing this correspondence, but I couldn't resist. After all, how often do you stop being a satisfied customer and become a very satisfied one?

I sincerely wish for myself and all of you to experience such service and customer care approach as at “Państwomiasto” on Andersa 29 Street in Warsaw.