I know, I know, I can't believe it either: but today I experienced the Best Customer Service Ever, and it came from the most unexpected of places: from a dude in charge of the trash collection in the City of Charlottesville.
Maybe I shouldn't have such low expectations of the City; it is, afterall, the Best City in the World. Or it was. But still thinks it is. Because I can't seem to look anywhere without a preening mention of that designation. Which is now no longer ours to parade. But, anyway, even if we have slipped to number 10: we're Up There, right?
I'm not being generically cynical about government. A few weeks ago, I thought my camera had been stolen at the Dogwood Festival fair. I didn't know who to call, so I called the police, since I'd seen some of them eating cotton candy (just kidding) (I wish I had, though). Turns out the best way to file a report about the missing item was to fill in a web form. I never heard anything about it. And it wasn't just that it was a camera -- it was the priceless photos on it that could not be replaced. Not an email. Nothing.
Much less on my list of priorities, though certainly annoying, is the fact that our trash has not been picked up in two of the last three weeks. Not a bin on the street touched. For no apparent reason. So today I called - I don't know why, really. I certainly did not expect a) my call to reach the right person, b) anyone to care, the right person or not, or c) any response, least of all the problem getting fixed, let alone an acknowledgement.
But no, not an hour after I left my message and I got a call on my cell phone from the trash dude, leaving me HIS DIRECT LINE NUMBER in case it ever happened again, claiming PERSONAL RESPONSIBIILITY, and then, believe it or not, within the next few hours, OUR TRASH WAS PICKED UP!!!
Hallelujah! Unbelievable! I mean, this does not happen. Ever. Not Sprint, not Adelphia, not UPS, not FedEx, not Kinkos, not Amazon.com, no one has ever treated me with such quickness, such professionalism, such speed, such concern, such ownership, such quick reflex to a service problem.
I mean, it gives you hope. It gives you a glimpse of What Life Could Be Like. How easy and simple and NICE it would be to move about this chaotic, logistical nightmare of a world if everyone were as cool as this guy!!
Someone move this guy up to the next level. Like maybe US President or something.
Tuesday, May 09, 2006
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2 comments:
why didn't he pick up the trash in the first place? sorry. I had to be the bucket of cold water. but yes, your prompt, apologetic trash collector at least made a move much better than something like someone dry cleaning your white silk blouse after they spill red wine on it.
The supervisor you spoke to was just doing his job the way he's supposed to and the way many city employees do. I have called them many times about sidewalk problems, trees across the Rivanna Trail, neglected trash pickup, dead animals in the street and lack of proper crossing warnings for blind people (keep an eye on the mall crossings for changes). I am glad to hear that you were impressed by his attitude and service and I encourage you and other readers to call the city when you see a problem. They often do fix them. If they can't fix it they usually have a reasonable explanation. It's also a good idea to let them and their supervisors know that you appreciate the job they do, it's often a thankless task.
By the way the city doesn't actually pick up the trash. They contract with one of the large waste disposal companies.
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