Above and Beyond the Call of Duty
Customer Service, a much publicised, often preached and seldom adhered to phenomenon. When someone does, therefore, go above and beyond the call of duty, it certainly warrants a word or two of praise.
On Saturday 1st May, a public holiday, on the way from Durban to a wedding in the Midlands, our vehicle would not start after a stop at the Peel’s Honey shop. People there very kindly helped us jump-start the vehicle and got us going again. With all the wisdom that comes with a degree in electrical engineering, I deduced that the battery needed to be replaced, so off we went to Howick to find a new battery. A work of advice, don’t look for a new battery in Howick on a public holiday. We then plagued 1023 with calls looking for an open battery shop in Pietermaritzburg. Oh yes, try to avoid calling 1023 from a cell phone on a public holiday. At a garage in Hilton, yes we were now in Hilton, it was recommend that we call Battery Man in Boshoff Street, Pietermaritzburg. We got the number from 1023 and called, without much hope.
Joy at having the phone call answered by a person at a battery outlet turned to disappointment when the proprietor, Bruce McKeown, said they had just closed. I pleaded and Bruce said that they would open up if I could get there in 15 - 20 minutes. We shot off and were welcomed with smiles from Bruce and a few of his friendly staff members. A few tests later, Bruce told me that the battery was not the problem. The alternator was the problem, so much for the Electrical Engineer’s analysis!
Instead of locking up and going home, Bruce went the extra mile. He called an auto electrician to see if they were open and to check if they had a new battery in case our battery could not be charged. He then gave us directions of how to get there and off we went. I had offered to pay for the assistance, but Bruce did not charge us. A few minutes after arriving at the auto electrician, Bruce arrives to check we got there and to make sure the auto electrician was able to sort out the fault. The guys changed our alternator promptly and we got to the wedding on time.
Thanks to Bruce and his team at Battery Man in Boshoff Street, Pietermaritzburg, they were a shining example of what customer service is all about.