The key to any successful rewards fulfillment department is great customer service, and for companies that work with many suppliers, it’s inevitable that sometimes it will seem like moving mountains to get an order fulfilled quickly and seamlessly. Even enormous fulfillment operations have orders that can fall through the cracks, and it is the mark of great customer service when a team can make the unthinkable happen.
Last week, one of our suppliers delivered some bad news to our client services team – that an order that had been marked as shipped was unable to be fulfilled and we needed to alert our participant that he would not be receiving his order for Christmas. To make matters worse, we could tell by the item – a motorized car for children ages 2-5 – that it really was going to mean a lot to his daughter to wake up and find this incredible toy under the tree.
Two customer service representatives, getting into the holiday spirit, immediately began looking for the item online, only to find out there was no other vendor that could ship the item before Christmas. With hope running thin, client services looked at other unconventional options. The solution? Go to a local toy store, get the item, and mail it themselves. After an unsuccessful pick-up attempt (too big to fit in the real car!) they finally had the item in their possession and shipped it out to be delivered with plenty of time to spare.
Though the challenge of finding an in-demand item with a tight turn-around time added more stress to an already stressful situation, providing the participant with a memorable experience for his daughter was well worth the extra work. It was also a reminder for all of us at HMI Performance Incentives how important the incentive experience is. Things may not always run smoothly, especially during the busiest month of the year, but the value of great customer service can never be overlooked.