Name
Position
Company
Masterpet customer service representative, Faye McPhee, is an excellent example of someone prepared to go the extra mile over something of low value to the company, but of considerable importance to a customer.
And the general manager of subsidiary, VitaPet New Zealand, Peter Garwood, also gets a big public pat-on-the-back for demonstrating great customer care goes right to the top of this business.
Janet Roding of Clevedon, Auckland, nominated Faye McPhee for an Awesome Service Award, and the emails that past between Janet and the company tell the story.
And it was all over a small dog toy...
Query from Janet Roding; Sent: Wednesday, 24 June 2009 3:49 p.m. To: Customer Services. Subject: Giggle Ball. I have been trying to buy a giggle ball for a few months. My local supermarkets used to stock them. Will they be going back on the shelves again? It is the only ball my dog will have. Please let me know where I can buy some. Regards, Janet Roding
From: Faye McPhee; Hi Janet, Thank you for your email re a giggle ball. We have deleted a few of our VitaPet Dog Toys lines to replace with new product lines. We have replaced the giggle ball with Code VT393 - Boredom Breaker Giggle Ball. These should now be available in your supermarket store. Do let me know if you can't find them, and I will telephone our VitaPet representative in your area, to assist where you can find this product. Enjoy your evening. Cheers Faye.
From Janet Roding; Hi Faye, Thank you for your prompt reply. My dog (a German shepherd) is a "manic obsessive". Everything is either all or nothing with him. I have tried all sorts of toys, but the giggle ball is the only one he is interested in. Is this new product similar? Do you have any old stock of the giggle ball that I can buy or know of any shop that might have stock still? Desperate dog owner!!!! Janet
From Faye McPhee; Hi Janet, if you let me know which area you reside in, I will telephone our VitaPet representative in your area and see if we can assist you with this deleted line. Thanks, Faye
From Janet Roding;Thanks, that sounds great. We live in Clevedon, so anywhere in South Auckland, and I have family in Pukekohe as well. Cheers, Janet.
From Faye McPhee; Hi Janet, Unfortunately there are no deleted giggle balls available, but great news. Apparently the new ones are similar, under a new name of *Boredom Breaker Giggle Ball.* They should be available in supermarkets within a couple of weeks. We are just waiting for supermarkets to have them bar-coded into their systems. I have emailed our Vitapet Manager to follow this up for you. Cheers Faye
And then this from the manager of VitaPet New Zealand, Peter Garwood:
Hi Janet, Our customers [supermarkets, etc] have been slow to stock our new lines. [But] I have one of the old ones in my office which I'm happy to send to you, just send me your address and I'll post it straight away. Regards, Pete Garwood, General Manager, VitaPet
Janet says "the new ball arrived the next day along with 2 boxes of treats. What great service!"
Congratulations to Faye McPhee: A worthy winner of an Awesome Service Award.
www.masterpet.com
Janet Roding and 'Chaka' and his new 'Giggle Ball'.