SUCCESSÂ CASES
How we successfully helped other customers
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CASE STUDY 1: SUPERMARKET RUINS EXPENSIVE PAIR OF SHOES
BACKGROUND
Our customer was shopping at his local store – which belongs to one of the top 4 supermarket chains in the U.K. When he reached his car, he pushed the trolley pedal break to stop it and load the bags into his car. The pedal scuffed his brand-new pair of luxury shoes, worth 550 GBP. He took pictures, reported the accident and asked for compensation, but the store regrettably said there was nothing they could do.
PUT IT RIGHT ROLE
The customer provided us with the photographic evidence showing the car park areas was poorly lighted. Our advisor asked the supermarket chain to explain why there was no adequate lighting in the car park. They admitted in writing that the car park was being refurbished and the lighting system was not fully operational. Our advisor leveraged this written statement to claim that the lack of lighting prevented the customer from correctly operating the trolley’s pedal.
OUTCOME
The supermarket store issued a cheque of 550 GBP to fully cover the shoes cost, which were still wearable, although with a distinct mark as a result of the damage. Our advisor resolved the case in 3 weeks.
Based on our commercial model (20% of the total value), if this was your case, we would take 110 GBP, you would earn 440 GBP.
CASE STUDY 2: DANGEROUS OBJECT FOUND IN HOTEL BED
BACKGROUND
Our customer was on an International business trip, staying at a well-known hotel chain. When getting into bed after a long day in the office, he felt that something sharp pierced his foot. He removed the sheets and found a black sharp object. He immediately reported the accident to the hotel’s manager.
PUT IT RIGHT ROLE
The initial attempt to secure a gesture of goodwill from the hotel was not successful. We decided to get the object tested, the result was not conclusive, but likely to be some sort of illegal substance that people burn and inhale. Our advisor carefully crafted an email to the hotel manager, highlighting how posting this evidence on social media would be disruptive for the hotel brand.
OUTCOME
The hotel decided to offer a 600 EUR gesture of goodwill to avoid publication of this photographic evidence. Based on our commercial model (20% of the total value), if this was your case, we would take 120 EUR, you would earn 480 EUR. The case was resolved in less than 4 weeks.
CASE STUDY 3: GYM SHOWER DOOR
BACKGROUND
Our customer was showering at a premier gym. The shower door lock snapped when opening the door. It was rotten. The customer had a small cut to his finger.
PUT IT RIGHT ROLE
We obtained photographic evidence and challenged the business with regard to its maintenance operations. The business acknowledged they failed to address this issue.
OUTCOME
The gym agreed to issue £ 1000 compensation, in addition to 3 months’ free membership. The case was resolved in less than 4 weeks. Based on our commercial model (20% of the total value), if this was your case, you would take home £800, we would get £200.
CASE STUDY 4: TRAVEL OPERATOR DISRUPTS SCHEDULE
BACKGROUND
During a holiday trip to Asia our customer was notified of a departure time change from late evening to early morning. The notification was sent to the customer less than 24 hours from the new departure time. This meant the customer had to give up some see-sighting trips he had arranged in the morning before his planned evening departure time.
PUT IT RIGHT ROLE
We discussed the case with the travel operator, highlighting that the customer had already incurred costs for prebooking some leisure activities. Furthermore, we also invited the tour operator to offer compensation for the disappointment and emotional stress the customer had suffered as a result of this experience. The case was resolved in less than a month.
OUTCOME
The tour operator agreed to refund €400. The total cost of the 11-day tour was € 3800. So, the compensation was greater than the tour daily cost (€ 345). Based on our commercial model (20% of the total value), if this were your case, you would receive € 320, and we would keep € 80. The case was resolved in less than 4 weeks.
CASE STUDY 5: BANK FAILING TO LOCATE CUSTOMER FUNDS
BACKGROUND
Our customer transferred some money to his bank’s trading platform. The transfer is supposed to be in real time, unfortunately not this time! The customer waited 10 hours but nothing. He then called up the bank and he was told they could not locate the money. You can imagine the panic! It took over 2 days for the bank to locate the money, leaving the customer worries about his finances.
PUT IT RIGHT ROLE
The bank was unwilling to offer any refund as they claimed the customer did not suffer any money loss. We argued that the customer was deprived of the opportunity to place a trade the day he wanted to, thus giving up a potential gain. It did not matter if the money was later located and transferred onto his trading platform.
OUTCOME
The bank agreed to a € 300 gesture of goodwill compensation. Based on our commercial model (20% of the total value), if this was your case, you would get € 240, and we would get € 60. The case was resolved in less than 2 months.
CASE STUDY 6: AIRLINE DIRTY SEATS
BACKGROUND
Our customer took photographic evidence of his dirty seat (leftover food from the aircraft inbound flight). The airline staff refused to clean the seat and refused to move the passenger, despite there were empty seats in business class.
PUT IT RIGHT ROLE
We discussed the case with the airline, highlighting the lack of health and safety rules and they agreed to compensate the customer for such a bad experience.
OUTCOME
The airline agreed to a € 150 gesture of goodwill compensation. Based on our commercial model (20% of the total value), if this was your case, you would get € 120, and we would get € 30. The case was resolved in less than 2 weeks.
CASE STUDY 7: HOTEL’S BROKEN GLASS DESK
BACKGROUND
Our customer slightly injured his elbow during a business trip. His hotel room glass desk was chipped on one of the edges.
PUT IT RIGHT ROLE
The hotel was unwilling to offer any compensation as the customer didn’t need medical treatment. However, we made the point that this could have resulted in a more serious incident (a child tripping in the room and hitting their head onto the chipped glass edge). We made the point the daily inspection during room cleaning operations should have detected this issue.
OUTCOME
The hotel agreed to compensate the customer with a € 250 gesture of goodwill. Based on our commercial model (20% of the total value), if this was your case, you would take home € 200, and we would keep € 50. The case was resolved in less than 2 weeks.
CASE STUDY 8: AIRPORT STAFF VERBALLY ABUSING CUSTOMER
BACKGROUND
Our customer was verbally abused by airport staff after he questioned why they had asked him to follow a different procedure during the security checks. After being verbally abused by airport stuff, the customer shouted back and, as a result, the airport staff banned him from taking the flight. The customer was allowed to board another flight 10 hours later.
PUT IT RIGHT ROLE
We spoke to the airline and the airport management and found out the airport staff had no right to ban the customer. Such ban should have come from the airline. At the same time, the airline profited by charging a full ticket for the later flight the customer was allowed to board, instead of letting the customer move the booking by simply paying a re-booking fee.
OUTCOME
The airport and the airline agreed to offer a combined € 1800 gesture of goodwill to the customer, as well as refunding the full ticket the customer had to purchase. Based on our commercial model (20% of the total value), if this was your case, you would get € 1440, and we would keep € 360. The case was resolved in less than 2 months.