Danforth Wins Customer Service Ducky Award


Occasionally a letter crosses our desk that cries out for publication.
With seemingly everything going wrong these days, it is heart-warming to hear about
things going right, even a small something. In this case good customer service from
a huge multi-national conglomerate publically traded company is what got our attention!
In honor of good – and quick! – customer service in the marine industry, BoatTEST.com
is instituting its “Customer Service (Coveted) Ducky Award.” The first winners are
Roberta Frusteri, Export Customer Service Manager of ITT Rule, Jabsco, et al, Gloucester,
MA, and Martin Basham, managing director of RW Basham Pty Ltd, Waterloo, NSW.




Danforth
Less than 48 hours after an Australian boater’s email to the U.S. Danforth office
for help with his compass, a replacement unit arrived on his doorstep in New South
Wales.



Dear BoatTEST:



I live in Australia and in early 2008 had purchased a Campion 492CC which came pre-fitted
with a Danforth compass. Recently I noticed the compass had developed an air bubble
and the float was not sitting level. On a Wednesday night at around 11 PM (my time)
I emailed Danforth’s customer service area asking for their advice. I fully expected
no more than a holding response within a week.



To my amazement I arrived home on Friday night from work to find a package waiting
for me. A new replacement compass at no cost.



In less than 48 hours, a U.S. company had read my email and arranged a replacement
through their local agent who in turn had it couriered to me 2 hours north of Sydney.



Further, when I sent an email thanking them for their efforts that Friday night,
I received a short grateful note the following day. I believe this to be customer
service of the highest degree worthy of mention to your subscribers.



Well done Danforth.



Gavin Crabbe


Warners Bay, NSW


Australia