Using the power of customer relationships to save the day
Sometimes the stars align, and we’re able to do things that truly make us proud of what we do and how we deliver it.
Last week, one of our clients was hosting a very significant event with important guests from around the world. The day before the event, Managing Director Mark Brooker was at another client site when he received a call. Phone was of course on silent! Recognising that it was the client holding the event, he was able to take a quick ‘time out’ and call the customer back, to hear the news that the champagne fridge was out of action, and if unable to be repaired an alternative solution had to be put in place as a matter of urgency.
An engineer was mobilised and confirmed that it was not fixable within the timescale required. This was a disaster given that there were hundreds of bottles of Pol Roger needing to be chilled.
They were desperate to get hold of a replacement fridge, but it was now 4pm the day before the event, and this was no ordinary stock item. Mark was initially unhopeful of finding a solution, but then had a brainwave! Why not ask the site where he had been if they could lend them a couple of fridges? After all, they had strong ties and some shared interests with the other party (including a very well-known patron). They agreed to step in and help, and within an hour the MCFT engineers were transporting 2 fridges the few miles from one site to another.
Cue a very relieved and grateful client who said:
“I just wanted to say thank you for getting us out of a hole yesterday. As is usual in these circumstances, the issue happened at the end of the day ensuring that there was zero possibility of us being able to hire in a temporary fridge in time for today’s event. Accordingly, your efforts were very gratefully appreciated and I would ask that you convey my thanks to the wider McFT team involved too – well done!”