Did the most to keep a client

I was shocked when MiWay, calling to authorise a recent claim, told me there was a substantial extra amount to pay above my excess. I became irate, asking why I hadn’t previously been informed of this. The agent, Lisa Tshangela, remained calm and gave me an email address to dispute the amount, which I thought would get lost in some customer complaints ‘Bermuda Triangle’. Anyway, I checked my latest policy document and realised I hadn’t seen the new clause. If I had, I would've at least shopped around for a better deal. However, I thought there may be a small chance of some goodwill so I wrote to MiWay. Exactly a week later, Lisa called back to say the claim was still approved and she had obtained authorisation to waive the extra charge on this occasion. Plus, the customer disputes department later called me separately to confirm the decision. MiWay has retained me as a customer and I feel satisfied that the business has gone the extra mile for me. #greatbusiness