Customer Service Goes Sky-high
Wednesday - June 11, 2008
I feel the need to give APPLAUSE to the outstanding customer service from a very special person, Michele Yoshinaga, charter manager, Vacations Hawaii.
We had a family emergency and needed to bring home a family member who lives in Las Vegas. I placed one call to “Chele,” who took control and did everything to put my cousin on a flight. On the day my cousin was to return, there was a delay in flights. Chele went out of her way to contact me to assure me that she would get my cousin home.
In this day where airline flights to and from Las Vegas are really expensive, Chele made sure that we were not charged exorbitant prices. Mahalo nui loa to Chele and Vacations Hawaii for all of their assistance! It feels good to know that it is not all about the “bottom line” but to be loyal and uphold the “aloha” spirit to their customers.
“I just wanted to help them out,” says Michele Yoshinaga. “The fares were so high and I was finally able to find a seat after searching a couple of days. We got her cousin here, but the family went through a series of crises that meant he had to stay longer. I talked to my general manager, Bill Smith, and he agreed we should help them with a re-booking.”
This past Monday was refuse pickup day, and my grandson parked in front of our neighbor’s garbage cans thinking they had been emptied. Needless to say, our neighbors were not happy that their trash cans were still full. I left for work shortly after and flagged down Ehu, who was driving his refuse truck in a different area of Mililani. He called Bruce, who was picking up in our area, and Bruce went back to our street and emptied the neighbor’s trash cans for us. Some people would have told me “too bad,” but both Ehu and Bruce went out of their way to help me and my neighbors. A big MAHALO NUI to them both.
Ken Shimizu, deputy director of the Department of Environmental Services, has high praise for Ehu and Bruce.
“Douglas Herrod (Ehu) and Bruce Hookala are our refuse collection equipment operators based at the Wahiawa yard, where they have serviced and developed sound customer-service relationships,” he says. “When you build that special bond with customers, going out of your way to service them is an afterthought. They continue to select the same routes every year because of the positive relationships they have established.”
After years of responding to your letters of gratitude, I have thanks of my own to give. A medical emergency at the Diamond Head Studios required the quick thinking of gate guards Jason Ioane, Walter Gouveia and EMT Francis “Sonny” Julian.
They and casting coordinator Margaret Doversola kept cool heads while awaiting the arrival of a crew from Fire Station 5 (Kaimuki) and ambulance paramedic Greg Wong, EMT David Jones and para-medic intern Andy Kumamoto.
At Kaiser Hospital, all my APPLAUSE goes to Drs. Daniel Henshaw and Gregory Strongosky and emergency room nurses Kimmy Kaaihue and Terri Ochoco. Mahalo all for your loving care!
(If you know someone who deserves some Applause, send your letters to Pamela Young, MidWeek Applause, KITV, 801 S. King St., Honolulu, HI, 96813 or e-mail firstname.lastname@example.org. Include your name, phone number and, if possible, the phone number of your “applaudee” so we can contact him or her.)
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