Keep Customer Feedback Out of Never Never Land
“The moment you doubt whether you can fly, you cease for ever to be able to do it.”
― J.M. Barrie, Peter Pan
I’m attempting to find a way to travel with my dog, Miso, using public transportation to and from New York. An umbrella and happy thoughts just don’t seem to do the trick to fly us over the city. And, it’s quite difficult as Amtrak, Greyhound and other bus companies do not allow pets of any kind on their vehicles. I had to laugh when I learned Greyhound has never had a Greyhound set paw on board!
Frustrated after searching the websites of various bus lines, I come across a suggestion box on the Peter Pan Bus Line (@PeterPanBus) website. So, thinking my feedback would be shuffled away to Never Never Land, I still drop a line:
| Hi!I have a small dog, under 15lbs, and often go from NYC to Philly to visit friends. I would LOVE to have a convenient way for him to travel with me instead of having to leave him behind. If there was one bus line that allowed pets, maybe call it something cute/pet related, that would seriously set you apart from the competition. Or, if each bus would allow 2-3 animals per trip for an extra fee, you’d make extra money. Either way, I think that this would be ideal as I know it’s very stressful for me to have to leave my dog behind.Thanks for your consideration! |
Less than 24 hours later, I receive this response:
| Jenny,Thank you for your submission to our Suggestion Box. I’m a dog lover … our family has two Papillons. They’re very much a part of our family so I understand your desire to travel with your dog. Unfortunately, there are other people on the bus who may be allergic to pet hair, etc. We allow service animals only as required by the Americans with Disabilities Act (ADA). Thank you for taking the time to contact us with your concern … and thank you for riding with Peter Pan.Peter Picknelly Chairman |
An email response from the chairman of the entire company? Impressive! There was a “FWD” in my email subject line too, which means someone in the customer service team thought my suggestion was important enough to send to the big boss.
While he didn’t respond with an email full of pixie dust and solve my pet transportation dilemma, Mr. Picknelly’s short and to the point response did capture some great points:
- Empathy: He shows complete understanding by providing a real life example of his own dogs.
- Facts: He provides me with the actual legal requirements that must be followed and why.
- Thank yous: He gives thanks for my time and suggestion.
- Opportunity: His reply to me shows me that their company does care about their customers and even the canines that cannot ride them. He took the opportunity to show that my suggestion had value and that there is a reason behind their decisions.
Just like everyone needs a Wendy to tell them stories, everyone needs their customers to share feedback.
Feedback is an awfully big adventure–for the customers submitting it and the companies reading it. Take advantage of that adventure and make it one with purpose…and pixie dust!
The quote at the start of this post is one of my favorites from Peter Pan 🙂
[custom_author=jenny]
Wow great customer experience story Jenny! So inquiring minds want to know…has anyone found a way to get Miso to all of the big cities or is that still a work in progress?
Thanks!!
Unless there is some shady underground railroad (or bus) that allows pets, Miso is stranded in NYC. My best bet is to rent a car. :/
That’s a great reply you received. I’ve actually seen the opposite, where companies have said “We don’t want your feedback and suggestions.”
Yikes!
WOW–you’ve seen it all, Jeff! That’s pretty sad if a company says that to their customers. I’m curious to see how far a company like that goes…
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