Is it OK to call your travel agent at 3:30am?

“Absolutely NO.” is my immediate answer.  But, we just did.

A travel agent called WildChina’s US at 3:30pm EDT, which makes it exactly 3:30am in the middle of the night in Beijing, to tell us that her client just notified her that her flight from Guilin to Beijing was delayed from midnight, and now she’d be arriving at 5am in Beijing.

Could WildChina make sure someone’s picking her up at that early hour?

My colleague and I looked at each other, and answered her firmly, “YES.”  Because that traveler is a WildChina client, and there is no way that we are leaving our travelers stranded at the airport after a full night’s delays to wait another 3 hours before their car ride comes.

But, to make it happen, there is no option but to call our Beijing office colleagues. To our happy relief, the staff picked up the phone, and said that she had been monitoring the flights and have adjusted the pick ups already. Clients are to be picked up at 5am!

When I heard this, I couldn’t help but feel myself getting emotional from this. How often in the corporate world, do you find a staff more dedicated to clients than the staff of WildChina?

If anyone called me at 3:30am, I’d be really mad!! By the way, my father and husband included. They know to avoid calling after 10pm my time. But this? A phone call from an overseas office in the middle of the night about a car pick up for somebody you’ve never met? She took it with such grace and professionalism! Her name is Maya Ren.

I guess I got emotional, particularly because the day before another WildChina staff found out that there was misunderstanding about the deadline of a VIP travel proposal. It was due on Wednesday US time. She found out at 10pm Beijing time Wednesday evening – that means, unless she pulls the all-nighter, there was no way she’d be able to deliver. I was almost ready to call the client and tell them to wait another day, but she and her teammate told me to wait. They would work on it then, and sleep the next day.

At 2am Beijing time, 2pm on Wednesday afternoon in New York, the beautiful proposal arrived in client’s email box! Their names are Amy Sun and Sunshine Shang.

I was rendered speechless by the amazing commitment from the WildChina team in Beijing. Thank you!