Corporate events NYC Chase

As a professional service provider, I strive to make my clients love my company and my product. However, every so often I witness something which another provider does, and think, “man – they REALLY know how to gain loyal customers!”

A couple of months ago, I flew down to Orlando to produce one of the fun team builders New York City is known for. For out-of-town gigs such as this, I typically travel with a suitcase packed with the gear I need, and for large group activities and team events like the corporate trivia team games TrivWorks produces, we usually rely on the help of some sort of computer with Microsoft Excel to facilitate the grading.

I was in a bit of a rush on this particular day, and absent-mindedly put my brand-new Microsoft Surface 2 Tablet into my checked baggage, rather than my carry-on. Not realizing my oversight until after I was already through security, I worried about it being stolen the entire flight – once we touched down, I hurried over to baggage claim, grabbed my suitcase and opened it up right there.

Alas, my worst fears had materialized – my Tablet was gone.

I immediately reported the theft to the baggage agent, who dutifully informed me that her airline was “not responsible” for lost or stolen electronics, even in checked baggage. She filled out a report and told me I’d hear back from someone in a couple of days; severely irritated, I then spent a half hour at the airport police station to file a report there as well.

Two days later the airline called, and not surprisingly, I was informed that my Tablet had not been found. Furthermore, I was reminded that the airline “was not responsible,” and that I should take it up with the TSA – this, despite the fact that the checked bag had been in the airline’s care, and the theft was most likely perpetrated by a member of their own baggage handling staff. I fumed, I protested, but it got me nowhere – “we’re not responsible” was all I was going to get out of them.

The TSA was no better – after submitting a comprehensive investigative claim form, I was told three weeks later that they, too, were “not responsible,” and that “once checked baggage has been screened and cleared, airlines are responsible for transporting it to its final destination.”

No help from the airline. No help from the TSA. I was screwed.

As a last-ditch effort, I decided to reach out to Chase. As a small business owner, I’ve been a Chase customer for years, and enjoy features they offer such as award points and expense reports broken down by category. Not expecting much, I called them up – and was shocked to learn that because the theft was from my checked baggage on an airline ticket purchased using my business credit card, I was in fact covered by a special insurance program they offered to business travelers! What’s more, as a loyal Chase small business client, this service and the coverage provided was available to me absolutely free of charge!

I was instructed on how to submit my claim, and within hours of doing so it was approved – less than a week later, I had a check in-hand for almost the entire amount of my stolen property.

I couldn’t believe the contrast between my experience with Chase, and with all of the other parties involved in this incident. Whereas the airline and TSA coldly denied any responsibility and couldn’t care less about me, Chase said, “here’s a valued long-term client of ours who has been victimized – how can we help him?” For the relatively small price of replacing a Tablet and showing that they care, Chase has earned my continued long-term business – I shall also proudly serve as an ambassador for their brand, and encourage other small business owners to go with Chase.

[*UPDATE: 2 hours after this blog post was published, I received a phone call from the small business banker at the local Chase bank here in Brooklyn, introducing himself and thanking me for writing it and assuring me it was noticed/appreciated by Chase. He provided me with his direct contact information, and told me I could reach out to him if I ever needed anything. Customer for life.]