I would just like to compliment Ms. Nandipha Frans and the Goodfellas team for their proactive approach to customer satisfaction, turning a bad situation into a good one.
On Sunday, I received poor service from Goodfellas in that i had to wait more than 2 hours to be picked up, causing much me frustration. However they did eventually arrive and take me home safely. In my mind that was the end of the story, I did not submit a formal complaint to the company or complain on Hello Peter or any social networks.
However, I was pleasantly surprised when I received an email from Ms Frans this afternoon, addressing the poor service, explaining the reasons behind it (a bottleneck of calls due to high demand), apologizing for the inconvenience and informing me that I will not be billed for the service!
Very very impressive follow up by Goodfellas, it is truly refreshing to experience such a proactive approach to customer satisfaction. Owning the fact that they dropped the ball and not needing me to complain and make noise in order to make things right is commendable practice.
Many companies can take a leaf from the Goodfellas customer satisfaction manual.
Thank you
Ben
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