Above-and-beyond service is something every company likes to talk about. But what does it actually mean? While traveling outside the country, and in the middle of a harsh winter, Martin Hopper discovered what it feels like when someone you’re counting on doesn’t just fulfill his job description, but exceeds your expectations.
“Picture this: It’s winter. It’s snowing. I’m traveling outside the country up in British Columbia, Canada. And the car won’t start—even after I jump it. And I’m up there visiting my mom. It’s not even my car. Did I mention it’s winter? In Canada? So, of course, I call AAA. It’s right around Christmas, who else am I going to call?
“Well, not much time goes by when I spy a little yellow truck coming around the bend and pushing through the snow to get to me. A real sight for sore eyes.
“The truck pulls over, and this poor guy gets out in that nasty weather. He tests the battery and sure enough, it’s dead, dead. So he grabs a spare that he’s got stowed on his truck, and he installs it. By now the guy must be freezing. I turn the key. Again, nothing. He checks the new battery, and it’s good, so it must be something else.
“Now at this point, I would expect a regular tow truck driver to shrug his shoulders and offer to tow me to a shop. I mean, it’s the holidays, it’s cold, he’s done his job. But not this guy.
“He keeps poking around until he finally figures out it’s a faulty alarm system draining the battery down. He resets the alarm, jumps the battery again and, like magic, the car starts up.
“I was really impressed with his technical knowledge. But the fact is, if this guy hadn’t not only known what he was doing but also been the kind of person who goes the extra mile, well, who knows how long I would have been dealing with that car.
“That’s what makes AAA different from other road service providers. People who are smart and committed to solving problems. Even when it’s absolutely freezing outside.”
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