'Closing the loop' in CX at the TESO ferry on Texel
This story is about an 'old' customer experience. It's been over 2 years and I remember it like it was yesterday. Here we go.
Because my mother lives on the island of Texel, we often take the ferry to the island. I am even a shareholder in the ferry. One of the shareholder benefits is a special card with a credit on it to take your car with you for free five times a year. Every year on 1 January, these credits are automatically transferred to your card. Easy peasy, in other words.
It's January 5th and my car and I are at the ferry check-in. I give my shareholder card to the employee and she says, "Sorry, no more credit." I'm a little baffled and start the conversation that something must have gone wrong. It's the 5th of January, so it's almost impossible to have used up all my credits yet. She's not willing to help, no empathy. I have to go to the TESO office, which is only open during the week. And that's exactly when I'm not on Texel. But that was my problem. Not hers. She forces me to buy a ticket and I'm not happy. And that's putting it mildly.
I can't remember exactly how I got in touch with TESO. Maybe I sent an email. But I got a survey from the TESO and I gave them my feedback. Honestly didn't expect anything from it as 99% of companies don't take action on feedback. In CX terminology: no closing the loop.
The next day, the phone rings. I see a Texel's number, since I recognize the area code. A colleague from the TESO Boat Service asks me about my recent experience. She wants to know what happened, how I felt, and what I see as a solution.
She apologized for what had happened. What I really liked is that she didn't slander her colleague. She just said it wasn't the right response. And that she was going to solve the case. Of course, I didn't have to come to the office. She asked me to email a recent photo of myself (there is a photo on the shareholder card). Then she would arrange a new pass. This card was sent to my home address with the credits.
Two days later, my card arrives in the mailbox. With a sincere apology and a small present. I receive four coins for free coffee with apple pie. For me and my family the next time we take the ferry. What a way to create a beautiful moment for me. I can make my family happy with a treat and TESO is put in the spotlight, because they absolutely shine when it comes to 'closing the loop'. The problem has been solved, they have taken away my bad feeling and I have a nice memory of how this company understands how to make customers happy.
From this blog, I distilled some CX lessons. Curious? Read them here!
