Turning a negative into a Positive

A few months ago, i hired a car via Woodford Car Hire King Shaka Intl Airport. It was a typically warm, sunny day in Durban and, unfortunately I had to wait quite a while for my vehicle. Whilst i was waiting the staff of Woodford were very friendly and concerned re the wait and were providing me with updates, as well as chasing their colleagues to bring the vehicle. Then, a lovely vehicle pulled up - not what i had hired - at which time i was told that this was my vehicle. "This isn't what i've ordered" to which they responded, "we know it isn't but you've been waiting too long, so we're upgrading you". So despite the inconvenience of waiting, i do believe they went the extra mile to take it upon themselves to upgrade me, at no additional cost. Something that i did not ask for - or even suggest that they do. By this kind and pro-active gesture, they have gained a client for life... Their staff are always very friendly and efficient and their rates are really good...!! #happyclient.