Who We Really Are: Customer service-focused team that works together

1^st A Story about the importance of pulling together as a team

   A man was lost while driving through a rural area. As he tried to reach for the map, he accidentally drove off the road into a ditch.  His car was stuck deep in the mud, so he walked to a nearby farm to ask for help. "Warwick can get you out of that ditch," said the farmer, pointing to an old mule standing in a field.

   The man looked at the decrepit old mule and looked at the farmer who just stood there repeating, "Yep, old Warwick can do the job." The man figured he had nothing to lose. The two men and the mule made their way back to the ditch. The farmer hitched the mule to the car. With a snap of the reins, he shouted, "Pull, Frank! Pull, Jack! Pull, Ted! Pull, Warwick!"

   And the mule pulled that car right out of the ditch.

   The man was amazed. He thanked the farmer, patted the mule, and asked, "Why did you call out all of those names before you called Warwick?"

   The farmer grinned and said, "Old Warwick is just about blind. As long as he believes he's part of a team, he doesn't mind pulling."

2^nd: A True Story about what teams can achieve

   The all-hands-on-deck alert went out at 11:35 a.m. last Thursday.  “We need an answer on this now,” emailed Carrier P., Manager of _____ (A to Z) Customer Service.  “This is going to be a very escalated issue. This customer is threatening to get legal council because she believes that the driver stole the package.  She wants me to give her the driver number and she wants to call the police.  Please respond with an action plan.  She has given me 1 hour before she calls the police.” 

    The Boston team quickly responded and sent the driver to the location. 

    Whatever the driver did and said, it worked miracles; the driver, Manny, turned a very negative situation into a positive one.  Before the customer had been raving, cursing and threatening, but after the “Manny treatment” the customer was a raving fan. 

   The customer sent an email expressing her appreciation:

   “I just wanted to let you know that Manny, one of your LaserShip drivers personally dropped off my package for my recent order, and I truly appreciate his efforts to retrieve my box.
   “Honest mistakes happen and I don't feel right that this should reflect on him in any way.
   “He seemed like a very kind individual who has went beyond the call of duty to satisfy a customer, and in complete honesty I find that an admirable quality in this day in age. LaserShip should be very lucky to have a man so committed to his work.
   “If anything, I would like him commended on his due diligence to rectify my situation promptly.
   “I hope this message will clear up any earlier situation that transpired during my recent conversation. I will use your service now based on the fact that there are people out there who will go well and beyond the call of duty.
  “I personally thanked him and hope that LaserShip does the same.

    “This situation,” commented a LaserShip V.P., “is truly a representation of the results achieved by a customer service-focused team who works together.  Well done Boston and CCS.  You have succeeded in showing this customer who we really are.”

    Teamwork is what it took to coordinate the outcome that resulted:  From customer service to Boston ops to our IC driver, everyone made the effort to appease and please the customer.  It goes to prove that as long as we are part of a team, we don’t mind pulling.