Did you say adventure?

They are Belgian, there are three of them, their names are Katrien, Veerle and Lisbeth.
They decided to go on a trek in the High Atlas, we offered them an itinerary starting from Zawyat Ahansal to finish in the Bougmez Valley. The guide picks them up in Marrakech, all these small people are delighted and eager to do the trek.

On the road, the weather gets worse, the more the car gains in altitude, the more insistent the snow. Panic on board.
The taxi tires skid under the first snow. Remember that in Morocco there are no snow tires, and that very few drivers are equipped with chains.
First instinct, contact the organizer to report the problem: “Alloooo Said! We need a 4×4 to leave here, the taxi is stopped! ”. Luckily a 4×4 taxi arrives from Azilal, the 4×4 driver contacted agrees to take the 3 girls and their guide. But after a hundred meters, the 4×4 in turn skates and comes to rest in the ditch.

Rather than waiting a full day for the road to be clear, the group has only one solution: leave the bags in the taxi and walk to get closer to the valley via the Tizi n'Tirghist pass. On the other side of the pass, in Touda, as usual, Ahmed takes matters into his own hands and decides to mobilize a pick-up truck to pick up the group. He is in constant contact with Hassan the guide to consult and find himself in the right place. The pick-up climbs the turns that lead to the Tizi n Trghist pass but the snow slows it down several times.
After 3 hours of walking, the group finally found Ahmed and was able to finish the road by car to Touda. The taxi, which was stuck in the snow with its passengers, was able to reach the valley very late in the evening (luckily for him).

At the same time, a Dutch couple stayed in Touda who returned to Marrakech the next day. When the couple hears the Belgian misadventures, they panic and imagine not being able to go home. “Hello Said we need a 4×4 tomorrow to leave! ”
In people's minds, a 4×4 solves all problems but they forget that a 4×4 without snow tires or chains cannot leave the valley.
Our work consists first of all in reassuring people psychologically, so that they feel listened to and taken care of.
Then it's time for action.

In our field, you have to be agile and responsive. With these 3 clients, we adapted the program and therefore the delivery, we lost money, of course, but we gained the trust of individuals, men and women who we first received it as such in Touda. Much more than just customers.
Katrien, Veerle and Lisbeth made the most of the sunny days that followed this snowy episode and left home with great memories.

In conclusion, the customer experience is much more important than Instagram photos. Professionalism and humanism cannot be separated.

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