Good Customer Service Makes All The Difference
It looks like I’m finally going to be able to do my IFR pre-flight test. Jason, my instructor is moving onto a dream job with Ken Borek Air so I’m booked this Sunday with CFC’s chief flight instructor, Pierre. But my IFR maps and CAPs are now two cycles behind since I had needed to update them, so this morning I ordered new maps from Map Town, located in downtown Calgary.
I ordered my usual six items: CAPs GEN, 2 and 3, LO 1/2, Terminal Area Charts 1/2 and the CFS. I paid by Visa and had it delivered by local courier as it’s far more efficient for me to do that than drive around looking for parking, plug a parking meter, get the stuff and leave. It sounds silly but the $5 courier charge is money well spent. My stuff was delivered to my office only a couple hours later and everything that I asked for was there. There was however a small problem; instead of keying in LE12 for the Low Enroute Chart 1/2, the Map Town employee had keyed in L12 which is an Indonesia ONC aviation map, which happens to be $7.00 more expensive.
I called up Map Town and the first person I talked to listened to my problem, apologized and then asked me to hold on while he put me through to someone who could help. Not more than 30 seconds later another person answered, listened to my problem, apologized and then refunded the difference to my credit card. What an amazing customer service experience. Mistakes get made and I accept that; and when they are made and you handle the problem with swiftness and professionalism, especially when dealing with customers, well that makes me want to continue doing business with Map Town for as long as I’m living in Calgary.
