Here’s the deal, mistakes happen. But we’ve all been taught what matters most is how you handle these inconveniences. Sometimes we blow it out of proportion and insist on writing a letter to the owner (think Mr. Royal Hampton a la White Chicks), but I’m usually pretty good at managing my frustration when life throws me a curveball. Enter Booster Fuels.
For those of you who don’t know, Booster offers a service to refuel vehicles while their owners are at work. A charming purple mini-tanker circles the car lot dispensing gasoline into vehicles that have requested fuel via the app. As usual I had requested my car to be filled Friday morning. Around noon a text notification alerted me that I had a full tank and was ready for the weekend. How convenient, right?
Fast forward a few hours and I’m getting ready to leave the office and meet some coworkers for a drink around the corner. I manage to misplace my keys, search for twenty minutes, and finally locate them in a pocket I don’t usually keep them in. At this point I’m already a bit frazzled when halfway to the restaurant I realize my gas tank wasn’t filled at all. The weekend hasn’t even started and I’m already on strike two. The bad-mood train is gaining steam.
After venting to my coworkers, and focusing all my energy to be extra polite, I whip out my phone and try to figure out how to contact Booster support. After a few taps I find a chat icon and summon all my inner-strength from the two yoga classes I attended this year to write a kind, factual message explaining the situation. No expletives or virtual finger-pointing were included in my message; in a past life I worked at Blockbuster and berating the cashier was not the way to get a free movie. Including a picture of my quarter-full gas gauge was the final touch before hitting send, and the instant auto-reply let me know I wouldn’t be hearing from them until Monday when their offices were open. C’est la vie. I guess I’ll have to visit a gas station.
Long story short, my weekend wasn’t ruined. Having to refuel at the pump myself wasn’t a big deal once I remembered how to enter my credit card zip code. And Monday morning I got a message from Zach at Booster, he asked me to double check a few things and then immediately refunded the charge from last Friday’s fuel up. On top of that he apologized and credited my account for the trouble. Now, I’m a happy camper! Sure, I told a few people about how my tank wasn’t fueled and I was still charged. But the focus of my story wasn’t about how I got screwed, it was about the easy resolution, and the way they treated me as a valued customer. Mistakes happen, but that’s where businesses have an opportunity to create a positive experience and foster customer loyalty. And thanks to Booster, I’ve been happily requesting fuel-ups ever since!
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