I was that impressed!
Anyway, my car broke down fairly recently. Not too complicated or expensive to sort fortunately.
Despite this all being during the evening rush hour and it happening in a fairly dodgy place, I was able to ring my breakdown company and explain the situation.
Fast forward 25 mins and the patrol man got in touch to say he was nearby.
5 mins later, he pulled up behind me.
Got sorted within 10 mins and I was home exactly 60 mins after the breakdown.
Got chatting to the fella (as you do) and it emerged he had just came on shift, had one previous job and got mine.
To cut a long story short, I tweeted the breakdown company in question to express my satisfaction.
The company replied, asked for my car details via DM and explained they would pass the message on.
Never thought anything of it, until an email arrived in my inbox this morning.
(I've redacted a few bits)
Dear xxxxx
Thank you for your recent social post following your call for assistance on xxxx November 2017.
We really do appreciate you taking the time to contact us and tell us about your experience. Customers are at the heart of everything we do so your feedback is vital in ensuring we learn and continuously develop the service we deliver.
Your comments will assist in inspiring our colleagues to be the best that they can be. Once again, thank you for taking the time to contact us.
It goes without saying, that I would expect a more personal response if I had tweeted my dissatisfaction.
However, I was pleasantly surprised to see the company take the time to contact me and acknowledge my praise.
I wish all companies operated like this. It may get annoying, having a cluttered inbox, full of 'thankyou' messages, but it gives the impression that the company care about the feedback they receive.
Imagine getting one of those messages from one of our local bus operators?!
It is hard enough getting an acknowledgement to a serious issue. Never mind, a detailed response/reply.
A quick look at the breakdown companies twitter feed, indicates they are pretty busy dealing with queries/complaints/compliments.