Make us proud!

When Heidi DuBois-Robinson, 43, came in for a hair coloring, her suit got stained. She took it to the cleaners, but the stain remained. So she called DiJulius, who sent her a $385 check for a new suit, no questions asked. He also threw in a free facial and pedicure.

Have you ever experienced similar service recovery by any hair salon in Malaysia? If you have, please tell me. I will be a loyal customer.

Probably that explains the absence of Malaysian companies around the world. Naturally, a company or salon sets up shop in every city if demand for its service is immense. 1st class customer service cuts across cultural boundaries, language barriers and income groups. McDonald is a classic example. Starbucks is another. Can you think of a Malaysian brand that commands worldwide demand?

P.S. If you have international ambition for your company, read about John Robert's Spa and 5 other companies on how to deliver world class customer service. Simply put, how to treat customers well. Make us, Malaysians proud! Boleh,tak?

You surprised me, Litrak

I took a few seconds to be convinced that the male voice at the other end of the line is a Litrak’s customer service officer. I emailed Litrak the day earlier about the ‘coin throwing’ incident. Amazingly, I got a call from Litrak the following day. Though Litrak’s customer service by toll operators is third class or rather, downright rude, I must say Litrak’s service recovery is first class. What made it first class was the customer service officer obtained all the facts from me politely. Then, profusely apologise for that rude treatment by the toll operator. I told him, “You don’t need to because it is not you.” He replied, “I'm apologizing on behalf of Litrak”. I was at awed!

Rarely do companies apologise unless it is Starbucks or Ritz Carlton. The most common reaction is to build up a wall of defense or give lame excuses. Worst of all is to simply ignore the complaint and complainant (regular toll paying motorists).

By emphasizing on service recovery, Litrak is building loyal customers for life. Importantly, it may even reduce the complaints or public protests during the next toll hike.

Well done, Litrak. Keep up the world class service recovery.