2009 Fanati Winner – Pet Relocation.com!

Filed in Partner & Customer Updates by Angela Bartels | March 3, 2010 9:00 am

Congratulations to the winner of our 2009 Fanati Award[1] for Outstanding Customer Service: Pet Relocation.com[2]! Not only do they talk the talk; but they walk the walk when it comes to customer service. Pet Relocation is exactly that…relocating your pet (with your permission of course). PetRelocation.com has built a successful business around their tagline of ‘Any Pet, Anywhere, Any Time.’ Moving is such a hassle to begin with; it’s even more stressful when animals are involved. That is why PetRelocation.com focuses on customer service as a way to create a stress-free experience for relocating their customer’s pets.

But I know you don’t want to just read about what PetRelocation.com does and how they exemplify customer service; you want to see it. So check out their video submission below:

One customer wrote, “I transported a seven year old bulldog from San Francisco to Chennai, India. First, they gave me all the information I needed about the logistics and risk involved. They were friendly, patient with my endless questions, and above all honest. Second, they took care of all the paperwork — which is extremely tedious in a place like India – with speed and efficiency. It was almost painless. Third, they did a wonderful job actually transporting my dog, who arrived here in great shape. Finally, I always felt that my dog’s well being was as important to them as it was to me. That doing the right thing, and doing it well was their first priority. Profit was secondary. I will always recommend them highly to anyone I know.”

That’s what Rackspace looks for in customer service. Putting the needs of the customer first. This creates a customer who is loyal, will promote you, and comes back for more. And they do all this with only 16 employees, serving hundreds of customers around the world!

THE FANATI contest was introduced in 2007 as a way to recognize one of our customers for valuing customer service as much as we do. The contest consists of two rounds of judging. Customers first created a five-minute video that explained who they are and why they have great service. Rackspace internally reviewed the videos and decided on five finalists. Congratulations to the other four companies:

Finalists moved on to the second round of judging, which involved two scoring categories. First, their video was critiqued and graded by a panel of external service industry experts including Fred Reichheld[6], Rackspace board member, Bain & Company Fellow and author of The Ultimate Question[7]; Dan Decker, Executive Vice President & General Manager, SeaWorld San Antonio[8]; and Douglas Hanna, Writer/Consultant, Service Untitled[9]. Second, in order to validate the finalists’ applications, a customer satisfaction survey was sent to the finalists’ customers. Based on the scores from the survey results and the judge’s scores, PetRelocation.com came out on top!

So again, congratulations PetRelocation.com[10]! What did you think of their video?

Endnotes:
  1. Fanati Award: http://www.rackspace.com/information/events/fanati.php
  2. Pet Relocation.com: http://www.petrelocation.com/
  3. Grasshopper: http://www.grasshopper.com
  4. Olark (Habla Inc): http://www.olark.com
  5. GuildQuality: http://www.guildquality.com
  6. Fred Reichheld: http://www.netpromoter.com/netpromoter_community/blogs/fred_reichheld
  7. The Ultimate Question: http://www.theultimatequestion.com/theultimatequestion/home.asp
  8. SeaWorld San Antonio: http://www.seaworld.com/sanantonio/
  9. Service Untitled: http://www.serviceuntitled.com/
  10. PetRelocation.com: http://www.petrelocation.com

Source URL: http://www.rackspace.com/blog/2009-fanati-winner-pet-relocation-com/