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Outstanding Service – Minibus Hire

At Clarkson’s we pride ourselves in offering the very best personal service, unlike the big, faceless multinationals and a recent letter we received from a Canadian customer bears this out. This particular gentleman had hired a minibus for a group of 8 on a golf trip in Scotland and his letter is reproduced here exactly as written.

Dear Barry Clarkson

I would like to bring to your attention the outstanding service I recently
received from your representative Laura in your Scottish offices.

I have been renting mini-buses from your company for at least 6 years in a
row and always have had good service from everyone of your employees that I
have had dealings with. This is why I have always returned to Clarkson for
my annual group golf trip to Scotland.

But this year, the initiative and dedication to customer satisfaction
displayed by Laura was simply outstanding. I had reserved a mini-bus last
summer for an 11 day trip to Scotland in June of this year. All seemed
perfectly in order until a week before our trip when Laura contacted me for
a copy of my Canadian driver’s license and realized that I had turned 73 in
the intervening time. This was older than your new insurance company would
cover (you apparently changed insurance companies after I had made my
reservation). Only one of my group of 8 was younger than the new 68 age
limit and he had no experience driving in the UK and no experience in
driving a large vehicle. He was naturally uncomfortable with the idea of
becoming the driver of the 15 seater mini-bus. Our long planned and
virtually fully paid golf trip to Scotland was in danger of being cancelled
because of the change in insurance companies.

Laura instantly recognized the ramifications to my group of 8.  On her own
initiative (not at my request), she contacted the insurance company and
pointed out my long history of driving large mini-buses and got them to
agree to let me be the primary driver for this year’s rental.  Her
initiative and her persuasiveness found a solution that allowed our trip to
proceed as planned. She literally saved our trip. I doubt there is another
car rental agent in the world who would have done what Laura did for us –
and this why I wanted to bring to your attention her outstanding efforts to
ensure customer satisfaction. She is a very special person and you are very
lucky to have her as an employee. I hope you are able to somehow recognize
her outstanding performance.

Yours sincerely
William (Mac) Evans

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