Congratulations Ben Schon!
It takes a brave person to come between a teenager and their mobile phone.
So when Robyn Roger's teenage daughter's beloved mobile phone was damaged it took an extra dose of awesome customer service to make things right.
"When my 15-year-old daughter's mobile phone developed a fault she took it back to the place of purchase, Vodafone in Takapuna. Manager Ben Schon said he'd send it away to assess the problem and hopefully it would be covered by warranty. Sometime later, she was rung by the phone service people to say that the phone had suffered some small water damage, which was not covered by warranty, and would cost over $100 to repair. My daughter, being a very typical - read "stroppy" - teenager, apparently returned to the Takapuna Vodafone store, became incandescent, raged at the world in general and all cellphone salesmen in particular and stormed out of the shop. She arrived home inconsolable about the fate of her phone. I wasn't hopeful of achieving any better ending, particularly bearing in mind her self- admitted rant, but I trudged along to see Mr Schon in the hope of pouring oil on troubled waters. Well, I've never been more impressed by a young man handing out bad news in all my life. I apologised for my daughter's behaviour but he shrugged it off saying he understood what these phones meant to teenagers these days. Then he said he would see what he could do. Within a week he had located a replacement phone (the same model) in Johnsonville, near Wellington, had it couriered to Auckland and did a swap for the "wet one". He was kind,considerate and very gracious. He has such a sunny disposition that it really was a pleasure to deal with him. I'm more than aware that in the dog-eat-dog mobile market there was no "upside" in this exercise for him. No pay off. All cell phone salesmen have tight sales targets and so he was expending time that wasn't going to reward him at all. On top of that he subsequently helped me sort a discounted payment programme for my recently purchased cellphone (not bought from him), assisted me with transferring my contacts from an old phone and generally made my day with his smile and service light years beyond the call of duty. This young man is probably only in his mid 20s, but he'll go a long way. He is smart, sincere and goes the extra mile. Vodafone should bottle his skills. He's an absolute gem and even my 15-year-old daughter now thinks he's a hero."
Congratulations to Ben Schon of Vodafone Retail Store, Takapuna : A worthy winner of a KiaOraMai Awesome Service Award