It’s really easy to complain when things go poorly…to find fault in the little things that don’t go the way that you want them to go. I’m actually the queen of that mindset.
I have become a raving fan of my insurance company…that little Gecko and the pile of money with eyes…they’ve won my loyalty.
Last week, I was in an accident. One of the most traumatizing experiences of my life showed me some of the best customer service I’ve ever experienced.
Before the tow truck picked me up, my insurance company had arranged a place for my car to be serviced less than 5 miles from where I work. My insurance adjusted kept a constant line of communication open with me, keeping me from crying my eyes out, letting me know that my repair bill would be $200 more because of an aestethic part of my car that they didn’t know they needed to order.
My car was supposed to take 9 business days to repair. Instead, it took 4. FIVE DAYS AHEAD OF SCHEDULE.
When I picked up my car today, FIVE DAYS AHEAD OF SCHEDULE, they had detailed my car. My car is cleaner than it has been since I bought it 2 years ago.
My insurance adjuster was waiting for me when I picked up my car. He asked if I was okay, shook my hand, talked to me about my car. He asked me to go into his office because he had something to give me. The cynic in me thought, “Yup. Here it is. The shoe I’ve been waiting to drop on my head.” Instead, he gave me three little gifts. I looked at him and said, “Let me get this straight. I crashed my car, and you’re giving me a gift?” He smiled and said, “Yes.”
I am a customer service person. It’s what I do, and it’s what I’ve done for most, if not all, of my adult life in one form or another. I think I go the extra mile for my customers and patients. But Geico blew my mind in the last week. BLEW MY MIND.
I don’t give empty compliments. You can ask anyone who knows me. I cannot recommend Geico strongly enough.