“Paws” for THIS Customer Experience Story :-)
Speaking at a client’s annual national conference recently I had an opportunity to meet Nancy Weil. Nancy is an author, the founder of The Laugh Academy and also presented at the event.
While we were talking about our pets, Nancy related to me one of the best customer experience stories I’ve ever heard.
Her dog, Simone, had to have emergency surgery to save her life. Fortunately, the specialists at the emergency veterinary hospital did an excellent job. Simone will live without half her lung, but with plenty of love from her human parents.
Also, fortunately, Nancy had taken out an insurance policy from Healthy Paws Pet Insurance & Foundation when she first got Simone. Being that the bill was $3500, the insurance came in very handy. The company handled everything quickly and honorably and Nancy could focus her attention on her fur child rather than on the money.
But, it was what happened next that really made it special. She soon received an email from the insurance company that read as follows:
We were wondering how Simone is recovering from her major surgery? We’re sorry to hear she had to go through that and send wishes for a quick recovery!
Please send a quick email letting us know how she’s feeling and giver her a great bit hug from us!
Paws & Claws Protector
There are multiple lessons to learn from this. And, rather than coming up with my own here, let me ask you instead to read Nancy Weil’s fantastic post where she shares them beautifully!
I hope you enjoyed her post. I know I sure did.
And, if you’re interested, visit Healthy Paws and check out what the rates would be for coverage on your fur child. (I already did!) 🙂
Just from Nancy’s post I’d say they are the very embodiment of a Go-Giver company!