Donations centre donor support from the heart

Deb (not her real name) donated a Subaru Impreza. As with so many donors, her situation was not a simple one. Her donation was fraught with the grief that comes with the loss of a loved one. Her love for her missing person compelled her to extend legacy and care. So, when the time came to decide what to do with her loved one’s vehicle, Deb needed a donations centre that could help make that process meaningful and simple.

Every vehicle donation is unique and has elements that are special to the donor. Vehicles have stories! They’re attached to the journey’s we’ve taken. We’ve used them to drive our kids to athletics and theatre events. They transport us through the mundane tasks of the week. Moreover, they get us safely to holiday feasts and hospital bedsides. So, when a vehicle is donated, we know it comes with so many memories attached.

Understanding this shines a big ol’ headlight on one of our core values: Exceptional donor support is a must!

What can you expect from your vehicle donations centre?

Let’s hear from Deb herself. This will give you a driver’s seat view of what it feels like to give your vehicle to the charity you love.

Deb writes,

“I’d be happy to give you feedback on our experience with Donate a Car
Canada by answering your questions.

Did you find the donation experience fast and easy? Yes, both fast and easy.

Were the staff at Donate A Car Canada friendly and helpful? Yes, very
friendly and very helpful. The car we were donating was about a 5 hour drive from our home; the staff were very
helpful in arranging the pickup of the vehicle within a time frame that suited us perfectly.

Did you receive a call from our tow agent in a timely and cheerful manner?
Yes, he called right after I’d sent an email saying we were happy to agree
to the resell/ recycle option for the car. Furthermore, he was extremely friendly.

Were you happy with the tow service? The tow experience was great! The
folks picking up the car arrived within 2 hours of the phone call from the
tow agent. They were friendly and efficient, and made sure all of the paperwork was managed correctly.

I would highly recommend Donate a Car Canada to anyone thinking about
donating a car to charity, especially in a situation like ours where we
were dealing with the disposal of a car because of the sudden death of a
beloved relative or friend. Everyone involved made the experience easy and
stress free.“

Ready to rev your engine for the cause you care about?

Well…maybe the engine won’t rev any more? Wrecked, running, rusty, or robust, your vehicle will make a difference! You can choose any charity in Canada as the recipient of your gift. ‘Need a little help making a decision? CanadaHelps is the place to sort you out!

Every donated vehicle is considered first for re-sale. If it can be auctioned or re-sold via another method, our agents will manage that. When this is possible, the vehicle is sold as-is to the highest bidder. If the vehicle needs to come off the road it will be recycled. We receive a flat rate, dependent on market value, from our regional agents when a vehicle is scrapped. Either way, through re-sale or recycling, the net proceeds will be sent to your chosen charity. You will receive a tax receipt, or course!

Oh, and did we mention? The tow is always free. There is no cost to the charity at any point in the process, either.

You, your vehicle, your chosen cause. This is one donations centre that cares about you and your gift. A handful of real (live, silly, capable, purposeful) humans are at-the-ready to support your process. We’ll work our carefully crafted, step-by-step method. And we’ll do that with a heartful human touch at every turn in the road.

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Customer complaints: service feedback that works

Perhaps, like Rosemary Counter from MoneySense, you have perfected the art of talking to your service providers? You spark meaningful conversation about needed change. Your ability to respectfully draw attention to a lapse in service is helpful to all future customers!

This kind of customer feedback is important to ensuring good service and best practices. In Canada we pride ourselves on polite speech and patient understanding. We need folks who are comfortable pointing out where there is room for improvement…graciously!

As the economy does it’s wobbly thing, and as Christmas nears, consider your options in providing feedback. Is the customer care you’re receiving deserving praise, or needing improvement?

Customer service professionals want to help, not hurt

Indicate your issue clearly, and outline your hoped-for outcome. What has happened? What do you need? The person you are talking to about your issue is likely not responsible for the problem you’re having. They’re just a regular bloke doing their job (hopefully doing it well!). They probably want to help you resolve things as happily as possible.

If there is a problem that cannot be resolved right away, give the gift of time. Sometimes things can be quickly fixed. Sometimes there are many steps involved. Your patience and kind manner will make a difference.

Here at Donate a Car Canada we take every bit of feedback to heart. Each note of thanks for excellent customer service counts. Every concern about disappointment hits its mark. Each donation is personal here (and we know it is for our receiving charities, too), so we’re eager to assist. We do this in every way possible, even if you have a donor complaint.

So, thank you for taking time to let us know how we’re doing. We are here to serve. May your Christmas season be one of excellent customer service and good cheer!

Artistic credit: unknown

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