I've been a customer of Aquasafe for almost six years. It was one of the first companies I dealt with when I arrived to Fiji, in fact. I have bottled water at home and we also have bottled water in the office...both serviced by Aquasafe (Pleass Beverages).
Every month or so, the guys from Aquasafe would telephone my house ahead of time and come by to service and clean the dispenser unit. This was part of the standard rental contract but even more than that, they actually did it. They were proactive about calling my house and making arrangements to come by at a time convenient to us. We don't have them deliver water though...for that, we drive to Walu Bay and pick up water ourselves.
In our office, however, Aquasafe guys come every few weeks and bring new water. Whenever we're running low, they appear almost magically to top us up. I cannot remember a single instance where we needed them to come and they weren't able to either. The distance in time between our call and their visits is rarely more than half a day.
This morning, the nozzle on our water dispenser broke off in the hands of an over-anxious and mildly de-hydrated staff member. We called Aquasafe and told them about it...they arrived this afternoon with an entirely new unit to replace the one that broke. They rushed in, changed it all out and left.
It was masterly efficient and well organised. No bullshit, just proper service.
This is why I'm still their customer and will continue to be. I was imagining this same scenario with most other service businesses around and got nervous thinking about it. Getting fast response on anything is a nightmare to begin with. Further, we didn't need to prove our innocence with this broken item...in fact, it never even came up. We just got a new one. I didn't need to call their CEO. I didn't need to show paperwork or argue how long we had the item.
Is it possible that the team at Aquasafe simply understands the lifetime value of a customer? It just seems that every time I'm forced to interact with that company, I walk away satisfied. It's the way things are supposed to be and like their actual product, it's wildly refreshing.