SeaAyeOwe
Member
- Dec 17, 2013
- 495
- Boat Info
- 2005 Sea Ray Sundancer 320
Merc. 350 MPI Stern Drives
Blue Hull
Zodiac C285S Dinghy w/ Yamaha 15H
- Engines
- 2 x MERCRUISER 350 HORIZON 300 HP gasoline engines w/Bravo III Drives
Well they would win it if it was me was giving it ........ let me explain.
I am the guy that when both angry ..... or pleased ........ with service, I promise to write and say something. I never do! I get busy being busy again ...... and the moment slips by ...... and then I forget.
Not this time - I have had a customer focused service experience that I had forgotten existed.
I work for what I think (and NPS statistics would tell you) is one of the best b2b service companies in the world - the 15000 employees of my company have customer service in their blood and the pride they carry for that is immense. At the other end of the spectrum I also have cable and fly at least 150,000 miles per year so I do get to experience some different service attitudes.
I had a minor Sea Ray Boat issue - really, it is very minor in the scheme of life - I reached out to Sea Ray (Matt), Sea Ray responded - then I got lost in no doubt a long list of to do things. A number of weeks went by with a periodic nudge - all very polite, this was a minor issue after all - and no biggie - I understand and I am busy as well.
Eventually I rose to the top of the list again - vacations in-between, busy launches etc. I did not complain - far from it, I nudged, I cajoled - gently. Once Sea Ray (Matt) had realized he had forgotten my simple ask - he responded in a way that had me pinching myself. I did not shout, yell or chastise - but given how disappointed with themselves Sea Ray were - you would think that I had sunk the boat because of this minor oversight.
I am astonished at how much they cared - how much fuss they have made since - how they have gone way way beyond the call in making me a happy customer (I was happy anyway - and just a little tiny bit getting impatient). This is service I would be proud of if it were my company - I really hope Brunswick management read this (I am also sending senior execs an email).
This in the grand scheme of things was not a hugely expensive thing to remedy - but it meant a whole lot to me and my wife, and I can guarantee is a topic of conversation at the YC and GC right now. Bravo Bravo Sea Ray (Matt) !:smt038 :smt038!!!!
I am in no way a 'fanboy" that is blindly loyal to a brand, but given this customer response from them - it will take a lot for me to ever own a boat that is not a Sea Ray (or Brunswick) boat - they have in me a very very loyal customer after this experience.
Dave
I am the guy that when both angry ..... or pleased ........ with service, I promise to write and say something. I never do! I get busy being busy again ...... and the moment slips by ...... and then I forget.
Not this time - I have had a customer focused service experience that I had forgotten existed.
I work for what I think (and NPS statistics would tell you) is one of the best b2b service companies in the world - the 15000 employees of my company have customer service in their blood and the pride they carry for that is immense. At the other end of the spectrum I also have cable and fly at least 150,000 miles per year so I do get to experience some different service attitudes.
I had a minor Sea Ray Boat issue - really, it is very minor in the scheme of life - I reached out to Sea Ray (Matt), Sea Ray responded - then I got lost in no doubt a long list of to do things. A number of weeks went by with a periodic nudge - all very polite, this was a minor issue after all - and no biggie - I understand and I am busy as well.
Eventually I rose to the top of the list again - vacations in-between, busy launches etc. I did not complain - far from it, I nudged, I cajoled - gently. Once Sea Ray (Matt) had realized he had forgotten my simple ask - he responded in a way that had me pinching myself. I did not shout, yell or chastise - but given how disappointed with themselves Sea Ray were - you would think that I had sunk the boat because of this minor oversight.
I am astonished at how much they cared - how much fuss they have made since - how they have gone way way beyond the call in making me a happy customer (I was happy anyway - and just a little tiny bit getting impatient). This is service I would be proud of if it were my company - I really hope Brunswick management read this (I am also sending senior execs an email).
This in the grand scheme of things was not a hugely expensive thing to remedy - but it meant a whole lot to me and my wife, and I can guarantee is a topic of conversation at the YC and GC right now. Bravo Bravo Sea Ray (Matt) !:smt038 :smt038!!!!
I am in no way a 'fanboy" that is blindly loyal to a brand, but given this customer response from them - it will take a lot for me to ever own a boat that is not a Sea Ray (or Brunswick) boat - they have in me a very very loyal customer after this experience.
Dave
