For those that do not know what the 407 is, it is a toll-road highway just north of Toronto and it is a pleasure to drive on. Why? Because the lanes are wide and the traffic is usually sparce. It makes driving across the city pleasurable and helps you avoid the traffic jams of the 401 highway. But that is not what I want to talk about. I want to talk about 407's customer service.
To reduce the cost of the tolls for any trip you take on the 407, you can buy or rent a transponder, so you get charged a lower toll fee. My wife and I have had transponders for years now and the batteries recently ran out. This meant that we were charged a higher rate the last few times we drove on the 407. I called them today to see what I needed to do to replace the transponders, expecting to have to drive to some far-off office to exchange them. To my surprise, not only did they offer to courier new transponders to my house (at no cost to me), but they will also provide a pre-paid envelope to return the old transponders and they reversed the charges on my bill to ensure I was charged the preferred rate. Talk about great customer service! I was blown away….even though this is the kind of service you should expect, it is always a nice surprise when it actually happens.
A couple of quick lessons to implement in your business:
– Always exceed expectations with your customers – this will help build loyalty
– Always make it easier for customers to do business with you – this will help attract new customers through word-of-mouth
– Provide front line staff with the ability to make decisions in the best interests of the customers – this will reduce customer frustration and in-turn increase loyalty