My GOOD Deed!

I am very proud of myself! I think I did a good deed for someone who works in customer service! I know from first hand experience how difficult a customer service job can be and how customers can take their anger out on you and blame their problems on you. I do enjoy taking the time to report GREAT experiences to companies.

I recently switched our car insurance to Progressive. I have seen their TV ads, but never switched over to them because it just seemed like so much of a hassle and too much trouble. Plus, we felt a little obligated to stay with our former insurance lady because we had been with them for 4 1/2 years. So when we moved, that was my excuse to switch. My husband actually wanted to stay with them but I refused. I told him that our rate kept going up every 6 months! The last time it went up, it literally shot up $20+ for no reason. I called our insurance lady to ask why, and she said there had been a lot of accidents in our zip code and that was why our insurance went up. Well, I am not in the insurance business but that made absolutely no sense to me. That really upset me that our rate went up without fault on our part.

Anyway, I had to call Progressive this morning. As you can see below, I was very surprised to learn that they were open 24/7 for calls. Whenever I have to call a business, I always figure they don't open until normal business hours and I was so excited that Progressive is always open.

Here is what I sent through Progressive.com's website:

I am a very new customer and I was impressed by the customer service I received today. First, I knew I had to call customer service and noticed that you are available to take calls 24/7! Wow. That is great! LOL My former car insurance company (rhymes with LARMERS) -- I don't think they even had a customer service number! If they did, I believe they had "hours of operation."

I don't remember my policy number but I am sure you can look up my number by my name.

I wanted to personally THANK Peter for his EXTREME friendliness and willingness to help me with what I needed and answer my questions. I don't know if your company recognizes employees but I hope you do! Please let Peter and his supervisors/managers know that he is awesome!!!

I received a response only 19 minutes after I submitted the above. Here is what they said:

Dear Mrs. F----,

We are pleased that you have decided to purchase a policy with us. We appreciate the confidence you have placed in our company.

I received your complimentary note. Thank you for taking the time to share your positive experience with us.

I will be sharing your comments about Peter with his manager.

Thank you again for your kind words and for choosing Progressive.

If you have any additional questions or concerns, please feel free to reply to this e-mail or contact us at 1-800-PROGRESSIVE (1-800-776-4737). Our licensed Customer Service Representatives are available 24 hours a day, 7 days a week to assist you.

It is our goal to provide you with prompt, courteous and accurate service. We value your business and the trust you place in us as your insurance carrier.

Sincerely,
Peggy M.
Progressive Internet Service Specialist