That is a briliiant customer service story, Peter. Thanks for sharing it.
As someone who flew halfway around the world to run the New York Marathon last year, only to find out that it was cancelled due to Hurricane Sandy as I arrived in NYC on the Friday night, it’s encouraging to see an organisation responding so clearly and constructively in difficult circumstances.
One can only hope that NY Road Runners have reached out to the NYC Swim crew and will be applying as many of their lessons as possible in the (hopefully unlikely) event of future marathon cancellations. Whilst their decision to cancel the 2012 NY Marathon was absolutely the correct one, communications in the leadup were poor, and communications subsequent to the decision were downright pathetic. From memory, it took at least a couple of weeks before NYRR even sent out so much as a tweet, despite having the opportunity to directly speak to 30k+ people who desperately wanted to hear from them.
That is a briliiant customer service story, Peter. Thanks for sharing it.
As someone who flew halfway around the world to run the New York Marathon last year, only to find out that it was cancelled due to Hurricane Sandy as I arrived in NYC on the Friday night, it’s encouraging to see an organisation responding so clearly and constructively in difficult circumstances.
One can only hope that NY Road Runners have reached out to the NYC Swim crew and will be applying as many of their lessons as possible in the (hopefully unlikely) event of future marathon cancellations. Whilst their decision to cancel the 2012 NY Marathon was absolutely the correct one, communications in the leadup were poor, and communications subsequent to the decision were downright pathetic. From memory, it took at least a couple of weeks before NYRR even sent out so much as a tweet, despite having the opportunity to directly speak to 30k+ people who desperately wanted to hear from them.
Had a similar great experience with First Coast Kids Triathlon (which is the largest kids triathlon in the country) three weeks ago.
After more than a week of monsoon like weather on Thursday before race day, despite the weather forecast predicting it would clear on Sunday morning, they made the call to not hold the event. A long and well written email explained that while the rain was supposed to clear up over the weekend, the course would still be a mess and while adult triathlons are rain or shine events, FCKT focus was having a safe and positive experience for the kids and they didn’t think the current state of the course lent itself to that. They already had a backup date three weeks out, and hoped everyone could still come. If not, they could arrange for you to donate your registration to a child who could not otherwise participate.
They had great, early communication, a backup plan already in place, and a way to not let your money go to waste if you couldn’t make the new dates.
We’re looking forward to finally racing this weekend.
Had a similar great experience with First Coast Kids Triathlon (which is the largest kids triathlon in the country) three weeks ago.
After more than a week of monsoon like weather on Thursday before race day, despite the weather forecast predicting it would clear on Sunday morning, they made the call to not hold the event. A long and well written email explained that while the rain was supposed to clear up over the weekend, the course would still be a mess and while adult triathlons are rain or shine events, FCKT focus was having a safe and positive experience for the kids and they didn’t think the current state of the course lent itself to that. They already had a backup date three weeks out, and hoped everyone could still come. If not, they could arrange for you to donate your registration to a child who could not otherwise participate.
They had great, early communication, a backup plan already in place, and a way to not let your money go to waste if you couldn’t make the new dates.
We’re looking forward to finally racing this weekend.
Had a similar great experience with First Coast Kids Triathlon (which is the largest kids triathlon in the country) three weeks ago.
After more than a week of monsoon like weather on Thursday before race day, despite the weather forecast predicting it would clear on Sunday morning, they made the call to not hold the event. A long and well written email explained that while the rain was supposed to clear up over the weekend, the course would still be a mess and while adult triathlons are rain or shine events, FCKT focus was having a safe and positive experience for the kids and they didn’t think the current state of the course lent itself to that. They already had a backup date three weeks out, and hoped everyone could still come. If not, they could arrange for you to donate your registration to a child who could not otherwise participate.
They had great, early communication, a backup plan already in place, and a way to not let your money go to waste if you couldn’t make the new dates.
We’re looking forward to finally racing this weekend.
Had a similar great experience with First Coast Kids Triathlon (which is the largest kids triathlon in the country) three weeks ago.
After more than a week of monsoon like weather on Thursday before race day, despite the weather forecast predicting it would clear on Sunday morning, they made the call to not hold the event. A long and well written email explained that while the rain was supposed to clear up over the weekend, the course would still be a mess and while adult triathlons are rain or shine events, FCKT focus was having a safe and positive experience for the kids and they didn’t think the current state of the course lent itself to that. They already had a backup date three weeks out, and hoped everyone could still come. If not, they could arrange for you to donate your registration to a child who could not otherwise participate.
They had great, early communication, a backup plan already in place, and a way to not let your money go to waste if you couldn’t make the new dates.
We’re looking forward to finally racing this weekend.
Thats some amazing customer service…if you can even call it that, cuz it clearly went way beyond. And here I am, reading about it.
Which I guess goes to the point you’re always making. Customer service and marketing department are the same department. (or at least should be).
Great talk at IBM’s SmarterCommerce btw…I enjoyed the hell out of it 🙂
I’m about 6 chapters deep in Nice Companies Finish First and loving it. Great case studies, superb writing.
See you soon, broheim 🙂
Thats some amazing customer service…if you can even call it that, cuz it clearly went way beyond. And here I am, reading about it.
Which I guess goes to the point you’re always making. Customer service and marketing department are the same department. (or at least should be).
Great talk at IBM’s SmarterCommerce btw…I enjoyed the hell out of it 🙂
I’m about 6 chapters deep in Nice Companies Finish First and loving it. Great case studies, superb writing.
See you soon, broheim 🙂
That is a briliiant customer service story, Peter. Thanks for sharing it.
As someone who flew halfway around the world to run the New York Marathon last year, only to find out that it was cancelled due to Hurricane Sandy as I arrived in NYC on the Friday night, it’s encouraging to see an organisation responding so clearly and constructively in difficult circumstances.
One can only hope that NY Road Runners have reached out to the NYC Swim crew and will be applying as many of their lessons as possible in the (hopefully unlikely) event of future marathon cancellations. Whilst their decision to cancel the 2012 NY Marathon was absolutely the correct one, communications in the leadup were poor, and communications subsequent to the decision were downright pathetic. From memory, it took at least a couple of weeks before NYRR even sent out so much as a tweet, despite having the opportunity to directly speak to 30k+ people who desperately wanted to hear from them.
That is a briliiant customer service story, Peter. Thanks for sharing it.
As someone who flew halfway around the world to run the New York Marathon last year, only to find out that it was cancelled due to Hurricane Sandy as I arrived in NYC on the Friday night, it’s encouraging to see an organisation responding so clearly and constructively in difficult circumstances.
One can only hope that NY Road Runners have reached out to the NYC Swim crew and will be applying as many of their lessons as possible in the (hopefully unlikely) event of future marathon cancellations. Whilst their decision to cancel the 2012 NY Marathon was absolutely the correct one, communications in the leadup were poor, and communications subsequent to the decision were downright pathetic. From memory, it took at least a couple of weeks before NYRR even sent out so much as a tweet, despite having the opportunity to directly speak to 30k+ people who desperately wanted to hear from them.
Had a similar great experience with First Coast Kids Triathlon (which is the largest kids triathlon in the country) three weeks ago.
After more than a week of monsoon like weather on Thursday before race day, despite the weather forecast predicting it would clear on Sunday morning, they made the call to not hold the event. A long and well written email explained that while the rain was supposed to clear up over the weekend, the course would still be a mess and while adult triathlons are rain or shine events, FCKT focus was having a safe and positive experience for the kids and they didn’t think the current state of the course lent itself to that. They already had a backup date three weeks out, and hoped everyone could still come. If not, they could arrange for you to donate your registration to a child who could not otherwise participate.
They had great, early communication, a backup plan already in place, and a way to not let your money go to waste if you couldn’t make the new dates.
We’re looking forward to finally racing this weekend.
Had a similar great experience with First Coast Kids Triathlon (which is the largest kids triathlon in the country) three weeks ago.
After more than a week of monsoon like weather on Thursday before race day, despite the weather forecast predicting it would clear on Sunday morning, they made the call to not hold the event. A long and well written email explained that while the rain was supposed to clear up over the weekend, the course would still be a mess and while adult triathlons are rain or shine events, FCKT focus was having a safe and positive experience for the kids and they didn’t think the current state of the course lent itself to that. They already had a backup date three weeks out, and hoped everyone could still come. If not, they could arrange for you to donate your registration to a child who could not otherwise participate.
They had great, early communication, a backup plan already in place, and a way to not let your money go to waste if you couldn’t make the new dates.
We’re looking forward to finally racing this weekend.
Had a similar great experience with First Coast Kids Triathlon (which is the largest kids triathlon in the country) three weeks ago.
After more than a week of monsoon like weather on Thursday before race day, despite the weather forecast predicting it would clear on Sunday morning, they made the call to not hold the event. A long and well written email explained that while the rain was supposed to clear up over the weekend, the course would still be a mess and while adult triathlons are rain or shine events, FCKT focus was having a safe and positive experience for the kids and they didn’t think the current state of the course lent itself to that. They already had a backup date three weeks out, and hoped everyone could still come. If not, they could arrange for you to donate your registration to a child who could not otherwise participate.
They had great, early communication, a backup plan already in place, and a way to not let your money go to waste if you couldn’t make the new dates.
We’re looking forward to finally racing this weekend.
Had a similar great experience with First Coast Kids Triathlon (which is the largest kids triathlon in the country) three weeks ago.
After more than a week of monsoon like weather on Thursday before race day, despite the weather forecast predicting it would clear on Sunday morning, they made the call to not hold the event. A long and well written email explained that while the rain was supposed to clear up over the weekend, the course would still be a mess and while adult triathlons are rain or shine events, FCKT focus was having a safe and positive experience for the kids and they didn’t think the current state of the course lent itself to that. They already had a backup date three weeks out, and hoped everyone could still come. If not, they could arrange for you to donate your registration to a child who could not otherwise participate.
They had great, early communication, a backup plan already in place, and a way to not let your money go to waste if you couldn’t make the new dates.
We’re looking forward to finally racing this weekend.