If someone likes your service or product, they will probably tell some friends about it. If someone is not happy with your service or product, they will tell everyone about it.
Someone once told me that, and I find it to be quite true. Much as I hate to complain about the service industry in Malaysia because it is sadly lacking in many areas, I remember being so frustrated with TM that I wrote a whole post about their shortcomings as a service provider. Today I encountered another such service.. strangely enough with FedEx.
I contacted them last night to arrange shipping my stuff over and documentation. I got an email reply saying that they did not ship personal effects to Australia which caught me by surprise because last month when I called them to enquire about their services they told me that they did, and I got lost for about an hour looking for their HQ in Shah Alam to pick up the shipping boxes. I’m leaving in about 4 days and this is pretty disastrous!
Luckily I remembered speaking to DHL also, and although their rates are a bit more, they confirmed over the phone this morning that they DO ship personal effects to Australia and when I dropped by their Bangsar outlet was pleasantly surprised by their professional service and advice and I was given different shipping options as well. I left feeling pretty relieved, their staff were really well trained, and even helped me with some complications. I was quite upset to have to repack everything at first, but DHL will be doing that for me :)
It’s not really hard to provide good service, it’s just doing what is promised by your company. Going above and beyond is what makes it outstanding. Just thought I’d share.
