Great Expectations

I am one of those optimistic people who always expect great customer service and constantly live with disappointment when it doesn't happen. Imagine this then, this time I'm prepared for poor service because..... Let me explain;

My daughter is away at university and so her car currently resides in half our garage (the other half is taken up storing anther daughters belongings and furniture... that's another story but does explain why both my wife's and my car reside in the drive!!).

The car (my daughters) has been registered as SORN ie Off Road for road tax purposes but at Christmas she was returning home for an extended period and wanted her car back. Try as we might the registration document resisted any attempt to find it and so I had to contact the DVLA to get a new one.

Well, especially as this is a Government department, I just knew this was going to be a pain so I took precautions. I checked the mileage, I wrote down the number plate, I got hold of her insurance certificate, I even wrote down the chassis number.

Then with trepidation I phoned. Of course I got the usual "press 1 for this and 2 for that" (it amazes me that people who install those systems don't understand how mind blowingly frustrating they are and what appalling service they represent).

However after 5 such excursions into mental oblivion  I finally got through to a real person.... "Here we go" I thought.

"Good morning sir I'm Paul, how can I help?"

"I'm phoning on behalf of my daughter, she's lost her registration document" I explained.

"That is frustrating but no problem sir" said Paul "what's the registration number of the car?"

"GX 95 LMG"

"A black Nissan Micra Sir?"

"yes" said I

" No problem" said he "if you can pay with a card it will be on its way this afternoon"

And I did, and it was, and it arrived two days later!

So credit where it is due well done DVLA for such an efficient system and well done Paul for being quick efficient and so good on the phone.

I was expecting the worst and got the best. 

How often to we exceed your expectations? Email me your comments on what we do well, and where we need to improve, and I'll send you a spectacle care kit with my compliments as a small thankyou.