Congratulations Steve Domigan!
Inspirational customer service comes in many guises. One is to offer customers support before they even ask for it.
Here's a great example, and one which has resulted in Steve Domigan, the service manager of Riviera Boats in Auckland, being rewarded with the February KiaOraMai Awesome Service Award.
Riviera client Chris Price of Omaha nominated Steve for an award. Here's why:
"My wife and I own a 1996 33ft Riviera launch powered by twin 210 Cummings engines which we have regularly serviced by Riviera. On January 1st this year we left Omaha for the Bay of Islands intending to spend 10 days cruising there. We had a great trip up to Cape Brett with everything going smoothly. However, as we rounded Cape Brett the starboard engine alarm activated and the engine died. I was unable to re-start it and we limped slowly round the cape to shelter in a remote bay. I should add that both my wife and I are closer to 70 than 60, and that I am totally useless when it comes to fixing anything mechanical. I was in somewhat of a quandary as to what to do. My options were very limited. Unable to even attempt to fix the problem myself my only course of action would have been to take the boat to the Opua Marina on one engine and try and find someone over the Holiday period to fix the problem. The strong tide and wind at Opua makes this difficult with two engines at the best of times so quite frankly I was not looking forward to trying to do this on one. We decided that we would anchor for the night and tackle the problem in the morning virtually accepting our holiday was at an end. After we were anchored a rubber-ducky approached and a voice called out "Hi Chris". At first I did not recognise him until he introduced himself as Steve Domigan, the Service Manager of Riviera New Zealand. I had met Steve a couple of times over the years but did not know him well but was so pleased to see him. Apparently he was camping with his family on the other side of the bay and had noticed us approach the bay and anchor on one engine and had come over to see if he could be of assistance. He spent the next hour pulling up the floorboards, checking diesel lines and in the process got sprayed with diesel. He discovered what was wrong (it was a fault with a fuel solenoid) and fixed the problem. Steve refused any payment - apart from a glass of wine - saying it was all part of Riviera New Zealand's service. He even rang the next day to check everything was OK. AWESOME SERVICE!!"
Congratulations Steve Domigan of Riviera New Zealand!