A retired couple spend a slow weekday evening at their home in Kemiönsaari, 87 kilometres from Turku. It's 9 o'clock. The host is reading a book in the living room in the atmospheric light of a floor lamp. The rocking chair creaks quietly at a regular pace. His wife covers the dinner table in the kitchen. The tea water sputters cosily.
The wife walks across the kitchen to the living room and invites the husband to join her for dinner soon. He promises to come, as long as he finishes a chapter of an interesting book. She suddenly remembers that the washing machine has been running for some time and the white linen needs to be hung out to dry. She decides to do it before supper. The utility room is in the basement of a three-storey detached house.
The wooden stairs let out small creaks as the wife descends to the basement. She walks to the utility room door. After opening the door, her hand begins to fumble for the light switch, as the room is completely dark. Naps. The lights turn on, revealing a gruesome sight. The wife immediately cries out to her husband for help. The screams echoing through the house shatter the serene evening.
"The floor in the utility room is rippling with water. It has come up from the floor drain. It's at least ten centimetres. The drain must be blocked," says the family's host to a 24 Center customer service representative on the phone. 24 Center was the first place to reach someone in the evening. The host, after quickly seeing the situation, realised the drain was blocked and picked up the phone.
Now, a 24 Center customer service agent gathered the most relevant information about the destination and the situation. She promised the couple a suction truck within an hour. The truck arrived as agreed and started work. Two hours later, the driver informed the customers that the job was done. The lady went down to have a look and was surprised when there was no longer any sign of the chaos. Grateful, she and her husband headed off to bed for the night.
24 Center's invoice to the customer was:
Labour contribution (on-call): 1196,00 e
Total: 1196,00 e
The customer received a feedback questionnaire from 24 Center afterwards. The overall rating was a good 8. As a free feedback, the customer wrote: "Thank you for the fast service when we really needed it. Thank you. Thank you to the installer, he was very professional and cleaned up the traces of the drain very well.He was very easy to deal with and very relaxed. It was really positive to see that when we had an emergency almost at night we got immediate help when we really needed it. Great job, I appreciate it. Your service is so good I can't really say anything bad or to improve."
