A quick not of “kudos” to Kulula.com for the way they handled an issue we had a few weeks back. When travelling from CPT back to PE after my time at The Forge, Nicole had our brand new kitten, Levi with her. Bottom line is that the way the arrangements were handled by Kulula and ACSA staff left a lot to be desired.
Kulula however were quite quick to respond on Twitter and then someone followed up via email and then a phone call. By way of apology, a R400 voucher was provided to us to compensate for the experience. A small, but appreciated gesture.
IMO, 2 lessons that can be learnt from this:
- Corporates do well to have a Twitter presence – not just a bot tweeting news articles, but someone watching keywords & search terms and who’ll respond to these.
- The importance of voicing complaints. Don’t be complacent. Don’t go around looking for freebies and vouchers, but don’t let corporates & retailers think they can get away scott-free with bad service.