Rapid Response and Solution: How Our Company Ensured a Memorable Birthday for a German Customer's Daughter

Key details:

• Client's Country: Germany
• Client Name: Thomas
• Product: Inflatable hot-air ballon bouncy castle (ordered for his daughter Emilia’s birthday party)
• Party Date: July 15th (critical timeline for on-time delivery)
• Order & Initial Production:
  • Deposit paid on May 27th
  • Product manufactured and shipped by June 5th (9-day turnaround)
• Issue Encountered:
  • Blower received on June 23rd, but the inflatable bouncy castle was lost by the airline
  • Airline required 35 days for investigation (too long for the July 15th party)
• Solutions Provided:
  • June 30th: Offered $200 for Thomas to rent a local bouncy castle temporarily
  • Revised plan: Re-manufactured a new inflatable bouncy castle, shipped via expedited courier (2-day production turnaround after client’s approval on July 9th)
  • Covered full tax costs for the re-shipped product
• Outcome:
  • New bouncy castle received on July 18th (ample time for party preparation)
  • Emilia’s birthday party succeeded, with positive feedback (photos/videos received on July 28th)

Thomas, a loving father, intended to purchase an inflatable trampoline to celebrate his daughter's birthday on July 15. He paid the deposit and confirm all details on May 29. Recognizing the significance of this event, our team worked tirelessly to expedite the production process. In just 7 days, by June 5, we had completed the production of the trampoline and arranged for shipment promptly.

Regrettably, while the blower was received on June 23, the trampoline was lost by the airline during transportation. The airline required 35 days to investigate and locate the product. So that we promptly presented Thomas with two solutions. The first was to provide him with $200 to rent an inflatable trampoline locally (we recommend our old client for the rentals). If they really lose our inflatable bouncer, we shall produce a new one for Thomas.

As Thomas has postponed the party to July 25th, our company has started to communicate with the transportation company, asking if there is any update from the air freight company's investigation. Unfortunately, there is still no good news. Our company has decided that we can't wait any longer and must offer a solution because Emilia is looking forward to this gift that belongs to her!

Here is our new solution: We re - manufacture the trampoline and ship it to him via express delivery, with our company covering all taxes. Given the importance of the event, and we accelerated the process of re - making and shipping the new hot-air balloon bouncy castle.

Thomas agreed to this solution on July 9th. Our team sprang into immediate action: the sales department generated the production order within 30 minutes, the production team adjusted their schedule to prioritize this order, and the logistics team coordinated with the expedited courier to secure a slot—all happening in real time. In a remarkable 48 hours, by July 11th, the new bounce house was fully manufactured, quality-checked, and handed over to the courier. Thomas was thrilled by the speed.

The hard work paid off. Thomas received the bounce house on July 18th, giving him ample time to test the bouncer and plan Emilia's birthday party. 

On July 28th, Thomas sent us feedback photos and videos, showing Emilia thoroughly enjoying the bounce house and having a delightful birthday.

Throughout this process, we maintained constant communication with Thomas, keeping him informed of every step. Our proactive approach and commitment to finding solutions reflect our "customer - first" principle.

At Joy, we believe that exceptional after - sales service is the cornerstone of a successful business. We will continue to go the extra mile to ensure our customers' needs are met and their expectations exceeded, no matter the challenges we face.