Speaking at a client’s annual national conference recently I had an opportunity to meet Nancy Weil. Nancy is an author, the founder of The Laugh Academy and also presented at the event.
While we were talking about our pets, Nancy related to me one of the best customer experience stories I’ve ever heard.
Her dog, Simone, had to have emergency surgery to save her life. Fortunately, the specialists at the emergency veterinary hospital did an excellent job. Simone will live without half her lung, but with plenty of love from her human parents.
Also, fortunately, Nancy had taken out an insurance policy from Healthy Paws Pet Insurance & Foundation when she first got Simone. Being that the bill was $3500, the insurance came in very handy. The company handled everything quickly and honorably and Nancy could focus her attention on her fur child rather than on the money.
But, it was what happened next that really made it special. She soon received an email from the insurance company that read as follows:
We were wondering how Simone is recovering from her major surgery? We’re sorry to hear she had to go through that and send wishes for a quick recovery!
Please send a quick email letting us know how she’s feeling and giver her a great bit hug from us!
Paws & Claws Protector
There are multiple lessons to learn from this. And, rather than coming up with my own here, let me ask you instead to read Nancy Weil’s fantastic post where she shares them beautifully!
I hope you enjoyed her post. I know I sure did.
And, if you’re interested, visit Healthy Paws and check out what the rates would be for coverage on your fur child. (I already did!) 🙂
Just from Nancy’s post I’d say they are the very embodiment of a Go-Giver company!
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Hello Bob my Go – Giver friend. I hope you are well and thanks for the GREAT story. Keep up the GREAT work Bob.
Barry, thank you for your kind feedback, my brother. Very grateful!
I love hearing stories like this! It reminds me of an experience we had with a pet website Chewy. Shortly after ordering from them, we received a letter in the mail thanking us and asking how our dog was enjoying the item. Made us want to order from them again.
And glad to hear Nancy’s dog is going to make a full recovery. That’s scary stuff.
Joseph, thank you for the feedback and sharing the story about the website, Chewy.com. Sounds like they have the same heart as the company mentioned in the post. And, yes, awesome regarding Nancy’s Simone! 🙂
Bob I was down and out,but this story bounce me back,thanks and lots of love,Mustaq from India.
Mustaq, thank you so much. I’m so glad to know you enjoyed the story. And, hope you are feeling well!