When was the last time you experienced/provided great customer service? This taxi driver definitely went the extra mile.
Taxi Driver, Kevin Gregg, flew from his home in Northumberland to Amsterdam to replace a broken souvenir
Kevin Gregg, an ‘East Coast’ taxi driver from Newcastle, UK travelled all the way to Amsterdam after accidentally breaking a souvenir that one of his passengers, Hazel Lindley, brought back from holidays.
‘I heard the crack as I put something down on top of her bag and I immediately felt sick as I didn’t know what it was’, Kevin said.
‘Hazel said she would just glue it but it stayed on my mind for the next few days.
East Coast managing director, Paul Irwin told him that it must be replaced, what happened next was one of the best examples of going that extra mile for their customer.
Kevin was sent to Amsterdam to find and buy the irreplaceable item.
‘I was shocked at first as no taxi company ever does this but I was over the moon when Paul told me I could go and find a replacement, it was unbelievable.
‘It was a bit scary at first as I kept thinking what if I can’t find it or what if the market is closed.
Pensioner Hazel, who lives at Felton, near Morpeth, Northumberland, said: ‘They really made my day.
‘I couldn’t believe the level of customer service they have shown. I’m sure other firms would simply have apologised and left it at that.’
Hazel had just gotten back from a short break in Amsterdam. Kevin had accidentally placed a heavy item onto the bag containing the souvenir of the windmill, which got damaged beyond repair.
‘We know that the souvenir windmill wasn’t expensive but the fact is that Hazel couldn’t get a replacement anywhere other than Amsterdam and that was the challenge.’ – Paul Irwin (East Coast Taxi MD)
Mr Gregg left his home of Whitley Bay to travel to Amsterdam in Holland for a special journey. Kevin was ‘over the moon’ that he was able to successfully replace the ornament.