Over the last few years, myself and members of the EverTrek team have talked about ways to make our trips the best they can be. Almost to a level where we could guarantee the best experience possible on the trips, or as I like to use in my daily vocab, make them AWESOME!
One of the sayings we have here at EverTrek is - ‘what would the best in the world look like?’
In total transparency, in the beginning, the trekking part of our trips was fantastic but there were parts of the journey I felt could have been done better to meet these high standards we’ve set for ourselves.
We have received fantastic 5* reviews from customers on multiple occasions which is amazing, but we've also had rare instances where things didn’t quite go to plan and people didn't get the awesome EverTrek experience we wanted for them. In these instances, we made it our mission to compensate our customers in the best way we could, because was the right thing to do. On the rare occasions that this happens (and I mean rare), we’re usually able to either fix it on the ground there and then. In some circumstances we compensate the issues to such a high standard that these customers still rebook with us despite the original issue. In one instance our customer even left us a raving 5* review once things were sorted and will be coming on a trip with us again very soon!
I believe that a good relationship between a customer and a business is PARAMOUNT and should be based on trust and transparency.
As we continue to grow and improve every aspect of the trips we run, because we believe in continually improving and evolving our customer experience, I feel like we have been upholding the Awesomeness Guarantee anyway. It’s important to us to make sure people have a great time and in the crazy off-chance it doesn't go right, we make sure that there are options and things in place where the outcome will be a positive one.
When all of this was floating around in my head, I felt we should make what we do a little more formalised.
That’s when I came up with the Awesomeness Guarantee.
This is something that we are proud of and really puts a stake in the sand that we are a company that is confident of giving you an awesome trip. We will be rolling this out by placing it on our trip pages so keep a lookout for the badge of 'Awesomeness' when you're scrolling through any of our trips. You can also read more about it HERE.
Have an AWESOME day!
MD & Head Yeti