Just like any small business that is trying to grow by providing great customer service and by doing a professional job, we go by the first commandment of the service provider world “The customer is always right.” However, in this specific case Excalibur feels it is safe to say the customer is not right. Here is a list of notes that contain facts and Excalibur's point of view:
- The customer hired Excalibur just to load his container and “very little packing to do”. For Excalibur it was not an international move.
-The estimate was given to the customer over the phone. Before the customer booked the job he called a number of times inquiring about the job and the process. Every time the office asked about the size of his home the customer said “a small 2 bedroom townhouse.” When the moving crew arrived they found that the customer’s home was a 4 bedroom townhouse with 3 levels.
-On the move date the Excalibur moving team had enough packing materials in the truck to pack a 3 bedroom house.
-Excalibur’s office team provided the customer with excellent customer service, as far as communication and flexibility with the move date and time. We knew that the customer needed the container carrier company and the moving company to be synchronized to ensure that he would not be charged for holding the container for too many hours. Since the trucking company responsible for the container wasn’t cooperative at all he asked us, a number of times, to change the date and the time of his move. Excalibur showed tons of flexibility and cooperation with the customer in making it work for him.
-The reason our office manager told the moving crew to stop working was because of the customer’s behavior on the move date. He was very intense and discriminating towards our moving crew. For example, as soon as the customer saw our foreman (yes, our foreman is a short guy) he called the office and shouted at the manager for sending a short guy. The manager politely asked the customer to let the guys start the job, see how they work, and call him back. The customer agreed and called back apologizing. He even told the manager that the crew was one of the best he’d moved with. That was just one example of many. Usually our guys can handle this type of stress and discrimination from customers but this time it was too much.
In closing, we would like to apologize that Excalibur’s part in your international move was not like you expected it to be. As a service provider we care about what people think about the service that we provide. We learn from it and make sure that that those types of cases don’t happen again.