A few weeks back, I went to my local Sushi Train restaurant.
I was starving.
The delicately assembled sushi on dainty little plates was driving my hunger crazy.
I grabbed the best plate of sushi I could see.
But then I saw it. A hair belonging to someone other than me sticking out of one of the nori rolls.
Not good.
“Just put it back on and choose another one”, said the mate I was with.
That option was tempting. It would mean no embarrassing “see, there it is right there ” finger pointing when telling the waiter, I’d choose another plate of hopefully hair-free food and I wouldn’t have to leave hungry.
But…
I’m a decent enough person to realise if I did, some other less-tolerant diner would probably cop it in the throat.
Things could get nasty. All because of one aimlessly wandering hair.
Then I started to think.
What do you choose to do if the initial excitement of getting a Cash Doctors cash advance turns to disappointment?
Do you leave? Do you “put us back” and choose another?
Because we know we’re not perfect.
Things go wrong and, ironically, it seems to happen when we’re trying to make our service better, faster and easier for you.
For instance, during this last week, our changeover to a better, faster debit company has meant some initial system dramas for some of you.
The new debit company records and our system records have not aligned as smoothly as we would have liked.
We’re really sorry about that.
The good news is in the long run it means improved service. Your payments will clear in two days in most cases…instead of the usual five. It’ll be much quicker.
We stuff up sometimes…or at least our systems do.
But even still, this year I think we’re travelling OK .
Soleil from our repayments team was speaking with one member who liked our service so much he went to the effort of printing out our website home page so he could stick it on a billboard at work for all his 200 colleagues to see.
Would you do that? That’s really humbling. Thanks so much C.O. of QLD.
http://www.cashdoctors.com.au/testimonials
And although we’re getting some amazing feedback, we can never rest on our laurels….we need to keep the hairs out of our operations.
Back to that curly question.
Should I have told Sushi Train there was hair in my nori roll?
I decided I would. And they were very, very apologetic. They made me some new sushi quickly and I was satisfied. Do you agree I made the right decision?
The revelation?
When things get hairy we need to know about it.
Even when it hurts. And even when it’s scary for our customer service team to handle the curly questions – especially ones that are to do with technical errors they find hard to explain.
But no matter what, we need to work it out.
Because when we listen, we grow stronger.
Cheers,
Greg Ellis
