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Awesome service is not necessarily about being perfect - humans aren't, and neither are their systems.
Things go wrong. So a big part of running a successful business is putting things right when they don't go exactly to plan.
This can showcase a company's customer service culture - and create goodwill money can't buy.
Hirequip customer Paul O'Reily has provided an award-winning example:
"I had phoned Hirequip on the Northshore on a Friday morning and reserved a lawn roller and said I would be there to pick it up in the afternoon.
But when I arrived a system error meant no roller was available from the branch - they were all out.
However the branch manager, Sean Mara, heard what had happened and immediately offered to get one from another branch and drop it around to my house.
As it happened that meant sending one of his staff from the North Shore to New Lynn to pick up a roller.
The very friendly Hirequip staff member had the roller at my door within two hours. And Hirequip waived the normal rental fee for two days!
I have recently returned to New Zealand after living overseas and I have never experienced customer care like this in 40 years.
Cheers Sean Mara and Hirequip Wairau Rd. That was unbelievable service."
Hirequip Wairau Park
98 Wairau Road
www.hirequip.co.nz