In 1999 my wife and I moved from Toronto to Vancouver. She had just graduated from Chiropractic College and I transitioned into an almost fully commissioned sales role. Hence we had NO money. We were living paycheque to paycheque and were blindsided at the bank when we tried to cash a commission cheque from one of Canada’s largest companies.
The teller said very plainly that the bank policy was to hold cheques for 14 days. We didn’t have enough money to last 14 hours, let alone days! I asked to see the Bank manager and was introduced quickly to a young man named Waylan Wong. He looked at the cheque, asked a few simple questions then exclaimed, “We’ll put a note on your account for this and all future company cheques to be cleared immediately.” Cool! No, “I’ll have to call head office,” or “that’s not our policy here.” Just a simple decision made that made a huge impact on our lifestyle.=
Since then we have used with affinity Waylan’s name as a synonym for awesome service as in “I got Waylan Wong’d today at the Mall.”
I assert that there is not nearly enough simple, reasonable customer service delivered now. Too many rules and layers of decision makers. I hate having to threaten service delivery providers and get transferred all over a company just to get a simple decision. Another bank totally screwed up an international transfer for me, kept me 1.25 hours for the simple transaction, caused me a $25 parking ticket AND still charged me the regular $45 transfer. No one in the bank could approve a charge reversal. I was told to contact the Bank Ombudsperson to file a complaint (which no one ever resolved, thanks BMO).
So, in summary. Here’s a call for more Waylan Wong style service – our commitment at PBJ Merch Co. to deliver Waylan Wong service all the time. No questions, no hesitations. Reasonable, fast, accurate customer service all the time. Call or email us to get Waylan Wong’d yourself. (If anyone knows where Waylan is, pls forward this to him).
Comments 1
I would love to be commenting that, yes, I have been Waylan Wong’d today but not the case. My daughter, 2.5 years old, is embarking on her first foray into education and starting preschool next week, or so I believe. Of course I have mixed emotions and perhaps need a little soothing and comforting from the school…. just the basics of “what is the start date?” would be nice. Unfortunately after 4 days of awaiting 2 left messages, I am getting no where. Where is W. Wong when I need him?