Really, how often does a business make you say “WOW! I can’t believe you did that for me!”
Exactly! It doesn't happen to us very often, either. But it did today.
And we were so impressed that we felt compelled to toot the horn of INPAX, Inc. courier delivery services.
Here’s what happened: We had a time-critical delivery and a courier pickup scheduled with INPAX. The courier would be carrying a check from us to deliver to the recipient, a local business. Unfortunately, the recipient of our package had just changed their processing fees, so our payment was short $15.
Let's be clear: It was definitely our fault. We should have verified the fee before scheduling the delivery. INPAX tried to reach us while the driver was still at the recipient’s office. They called twice, but had to leave a voicemail message. When we returned the INPAX calls, we fully expected to learn that we missed our delivery deadline and that the package was on its way back to our office.
Instead, we got insane unexpected service:
- INPAX authorized the driver to pay the $15 difference out of his pocket.
- INPAX reimbursed the driver when he returned to their office.
- INPAX simply added the $15 to our next invoice.
They knew the delivery was urgent. They knew we would have missed the deadline otherwise. And they instinctively knew what action they could take to make our world so much better.
We were shocked! We were in awe. We wanted to tell the whole world about it. Our hats are off to our INPAX customer service representative extraordinaire and to that amazing INPAX driver. They've raised the bar for customer delight to an almost unbeatable level -- a level which we'll strive to reach as well.
INPAX, you’ve now got a customer for life. Bravo!
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