This is the story behind a beautiful hand-made 'Thank You' card I received in the post today...
A few weeks ago an e-mail came through from our customer centre in Galway to our Dublin office, which would in turn produce my most memorable and inspirational experience of customer service and genuine human kindness...
To Company CEO & MD
Subject: Dream Come True
Hi Niall and Gene,
One of our customers rang to see if there was anything we
could do for her son who is 8. He has an obsession of bin trucks and
wants to be a ‘bin man’ when he is older. As it’s the summer holidays, she
was wondering if we could allow her son to maybe visit the yard and sit in a
truck or even sit in the truck when it’s on their road emptying bins.
Our customer understands that this might not be possible but
if there was anything we could do to make her son’s dream come true, she would
really appreciate it.
Kind Regards
Anne
_________________________
Upon reading this email, The City Bin Co.'s CEO Gene Browne, forwarded it on to me and asked that we make it happen.
I contacted this customer immediately and
told her that we would love to have her son over to our site for visit. She was
stunned, she hadn’t really expected a response, let alone the offer of a visit.
Excited, as only a mother can be, she could not wait to tell her son. She told
me that he also had a little brother aged 6, and to her joy, I expressed that
you really couldn’t bring one without the other, it just wouldn’t be right! We
set the date and arranged for her and the two boys to come visit The City Bin
Co.
Our visitors arrived to our office after
lunch. I was surprised to be so excited to show off our yard and trucks to this
family! I first brought them into our main office, where they got to meet the
various office and sales staff. The two boys told us all about themselves and
what they wanted to be when they grow up. Not surprisingly, a bin man was
number one on the list!
Gary showed them how he manages the routes
from the office and how he can see where the trucks are and which customers need
to be serviced each day. We then took a trip down to the yard where we met
Valdas, who looks after the yard. He explained to the boys all about washing
the bins and the trucks to make sure they are sparkling and always looking as
good as new. He even gave them both a turn at the power hose, which was great
fun, until they tried to turn the hose on us!
After that Gerry, one of our drivers, pulled up in a standard rear end
loader bin trucks. He hopped out and over to meet the two boys. Gerry brought
them up into the truck and around the yard for a quick spin before showing them
how he empties the bins into the truck and then, how he opens the truck to
empty out the waste!
The two boys were blow away by all Gerry
had to show and tell them, this was so exciting and you could see their minds
soaking in the information working overtime. Then Mikolaj, the bin delivery
driver, came back to the yard in the curtainsider truck, which is used to
deliver out new bins to customers. He gave the two boys a tour of his truck and
explained what he does every day. This was great, the two boys could not keep
the smiles off their faces. But the day was not over yet, there was still more
trucks and bin types to see and more drivers to meet.
Mossie, who is in charge of the fleet, then
brought them over to the sideloader truck and showed them how we collect the
food waste bins. They were allowed to wheel the bins over to the trucks and
even help Mossie press the buttons!! They got to move the bins around the yard,
and finally we got to see the FEL (front end loader) truck lift the big metal bins
over its head and empty the contents into the back of the truck. It is like watching
a transformer in motion, the two boys could hardly believe their eyes, it was
awesome!
After almost two hours of learning about
the different bins, trucks and jobs, we relaxed with some ice-creams and two
very tried, but extremely happy boys back at the office.
By the time they left, everyone who had met
them, both in the office and on the yard, were smiling as much as they were and
there was a glow of happiness in the company to have brought such joy to these
two little boys.
Their mom called us the next day to express
her thanks and to tell us that she had been sent out to the shops first thing
that morning to purchase a red tracksuit!
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