LifeLock: Above and Beyond
“Do what you should and not what you can”, is a familiar phrase to everyone here at LifeLock but do we really understand its true meaning? From the first call I took here at LifeLock I knew there was something different about our service. Not only are we number one in identity theft protection but I believe we have something different than our competitors. No, I’m not talking about Todd Davis (although he is great). I’m talking about our unique 1 million dollar service guarantee. We don’t always want to rant and rave about how great it is because we hope that very few clients have to actually invoke it. It is important to understand that there are many types of identity theft that cannot be prevented by fraud alerts, credit monitoring, or even credit freezes. This is why the guarantee gives our members peace of mind in knowing that they belong to a company that does “what it should” and not “what it can.”
I think back to a story that I remember happening over the holidays in December of 2007. A woman from Florida had contacted us because her checking account had been fraudulently drained of every last penny. The bank (I’m not saying who, although I will never do business with them) told her they would investigate and contact her in 7-10 days. They gave her no provisional credit and didn’t offer her any temporary help. After listening to her story, I asked if she had any money to get her through the next couple of days. She replied, “No, I have just enough money to feed my dogs.”
I could tell she was desperate and I felt that we needed to do something different. I told her I would call her back while I scrambled to figure out a plan. Being late on a Friday afternoon, there were little options for getting money to her fast. Western Union was the quickest way we could get her money. Working with the LifeLock team, we were able to transfer money to her nearest grocery store. We gave her enough to cover her until the bank finished their investigation and returned all her money.
The point of my story is not to tell you how great we are for taking care of this client. The true point of my story is to tell you what it means to do “what you should and not what you can.” It would have been easy to tell her sorry and to wait for the bank to call her but something about this didn’t feel right. When you do the right thing you know because it feels right.
A few weeks later I received a check from our member with the same amount of money we sent with a “thank you” note. Although we never thought to have the money returned, it was apparent that LifeLock had exceeded this member’s expectations. Stories like this make me proud to work for such a giving company.
