Does Your Customer Service Receive Standing Ovations?

Posted on April 21, 2010 by Lisa Rodriguez in Best Practices

Supervisor of distribution Undrae Brooks received a standing ovation on behalf of the TriNet team.

Burton Goldfield, our CEO, recently shared this story with the company –  a wonderful example of how far TriNet goes to delight its clients through exceptional customer service.

One of our clients was due to receive annual bonus checks on a specific date but unfortunately the package containing those checks was misrouted to Oregon rather than Southern California. We became aware of the situation after our service rep for that account received a very concerned call from the client. Although the customer understood it wasn’t our fault, they nevertheless wanted those checks that day.

Weighing Options & Flying the Extra Mile

Supervisor of distribution Undrae Brooks explored his team’s options.  The courier service couldn’t help out as they would need until 8:30 p.m. that evening to make the delivery, so Undrae and his team made a few calls and determined we could get those checks down there ourselves.

We reprinted the checks in San Leandro and then Undrae headed to the airport to catch a 2 p.m. flight. He arrived at his destination by 3:30 p.m. to a wonderful surprise. Undrae tells us: “This is the first time I’ve ever walked into a room and received a standing ovation.” He didn’t even stay to soak in Southern California’s famous beaches! He went straight back to the airport and was home in time for dinner.

Feedback from Satisfied Customers

We heard feedback that the customer was quite amazed with TriNet’s level of commitment to providing customer service. One of the executives said we saved the day and that they were “very impressed with your work ethic and decision making.  To take the initiative to fly someone to L.A. to hand deliver checks when it wasn’t even your fault is very impressive and speaks very highly of your firm and your commitment. Thank you so much and as usual you exceeded our expectations.”

This is a great example that defines what TriNet is about — going the extra mile and making it happen for our clients.