Here’s what I think about Great Customer Service in Jamaica

I work hard for my money, so when I spend it, I want to feel appreciated.  After all, in most cases, I have a choice. Here in Jamaica, we’ve been slow in recognising the need to make Customers happy.  The social anthropologists among us can go to town postulating as to why this is indeed so.  So anyway, when I do have a good experience in the places where I spend my money, I like to share them.  Amazon blew me away when I broke my Kindle last year and they replaced it without blinking an eye, also crediting my account with the USD50.00 that it cost me to ship the damaged one from Jamaica to the States. My expectations were exceeded at no cost to me.

The Shell Gas Station in Havendale

The female pump attendants here are always smiling.  It’s amazing how something as simple (and free!) as a smile can transform the interaction between customer and server.  They always end the transaction (still smiling) by wishing me a safe journey.  One night I couldn’t stand it anymore and I asked to see the supervisor. I told her that I had been buying gas here for years, but that in the last couple of weeks, the staff has been so friendly and polite and I wanted to know what happened!  She told me that the team meets for a few minutes before start of business and sets the tone for the day. I congratulated her and told her to keep up the good work.  I can get gas anywhere, but the consistently pleasant interactions keep me coming back. 

Courts Jamaica Ltd.

So last year this time I bought a TV at Courts.  At the time of purchase, the clerk advised me to purchase the warranty with a bit of advice about buying electronic items without this little bit of insurance.  So I did.  In late December, the TV started showing an awful green tint that would most times disappear about 30 min into viewing.  But it was damned annoying!  My heart was heavy as I contemplated lodging the complaint with Courts…I really couldn’t find my purchase documents, I thought I’d have to schlep the damn thing to Courts, I quivered at the thought of only one TV left in the house while they dealt with the green one and I groaned inwardly at the thought of what I was sure would be an unplanned expense.  Anyways, the horrible green tint aggravated me long enough (2 months!) and I dug one night until I found my purchase documents.  I went to Courts and lodged my complaint.  I told the Customer Service rep dealing with me that I almost couldn’t find my documents.  She smiled sweetly and and assured me that all my information was in the system and it wouldn’t have prevented them from attending to my issue! She said a technician would come to my house, assess and decide whether to repair or replace.  Amazing! Yay Courts Jamaica!!!!  Long story short: that complaint was lodged at noon.  At 6pm that same day, a well dressed and well identified technician showed up at my house.  He was professional and efficient and in 15 minutes my TV was fixed and re-installed! My need was met without any hassle whatsoever to me.



Jamaica Automobile Association

When a dead battery left me high and dry, totally immobile at my house this past Tuesday, I determined that I must never again be in a situation where I have to be calling around and hoping that someone would rescue me!  So after my local taxi-man came and jump-started my car and I dropped the kids to school (not too late!) and replaced my battery, I settled down at my desk and called these JAA people.  The lady I spoke to assured me that had I been a member, all I would have to do is call the number on my membership card and they would come and bail me out!  Note that I had called my insurance company who are supposed to have a roadside assistance plan, but they totally blew me off and told me that roadside does not extend to my garage!  Next time I’ll push the damned car out to the road and give them a call!  Rubbish! I will be dealing with them later and will simply switch providers if they will not meet my need.  Miss JAA filled out a membership application form over the phone, advised me of a promotion going on (50% off current rates!) and told me that she would send someone to collect payment.  I am now a JAA member without even leaving my desk.  My need was met without any inconvenience to me.  They also have a great website, where you can join and pay over the web.  Rock on JAA!

Chad-Ad Distributors Limited

Rewind back to the part where I replaced my battery…

Right. So I drove into Chad-Ad on Marcus Garvey Drive where I had bought my now dead battery 1 1/2 years ago.  Note that there was a warranty on my battery for 1 year, but I had totally voided the terms of the warranty in that I did not have them inspect the battery every two months.  Anyways, the same mechanic who installed my battery 1 1/2 years prior was still there and he inspected by battery and tested stuff that I suppose was relevant while I waited in air-conditioned comfort. He came back with the verdict: the battery had a defective cell.  And while I had not honoured the terms of the warranty and while 12 months had long gone, they would give me a 33% discount on a new one.  Furthermore, they were out of stock of the battery I needed, but another of their outlets nearby, had in stock, and would I wait just a few minutes for them to get it for me…Oh yes indeed!!!!  I drove out with  a new battery, having saved some money and yes, this time I’ll honour the terms of the warranty.  My need was met, I was comfortable and I saved money.

One thought on “Here’s what I think about Great Customer Service in Jamaica”

  1. Here is feedback from Shell to this post:

    Good morning Kelly,

    I write on behalf of our Management & Staff at Cool Petroleum Ltd. (Shell Licensee in Jamaica)
    We came across your blog and wanted to thank you for the complimentary comments you made concerning our Service Station at Havendale.

    We are happy that you have been pleased with our Customer service thus far and welcome any additional feedback you can provide on how we can continue to improve.

    Have a great week !

    Warm regards,

    Karoline Smith
    Marketing & Communications
    Cool Petroleum Ltd (SHELL licensee)
    236 Windward Road
    Kingston 2
    Jamaica – West Indies

    Tel: (876) 928-7301
    Mobile: (876) 577-3448
    Fax: (876) 928-6045
    Email: Ksmith@coolcorp.com

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