Driving down the A1 from a holiday in Yorkshire the other week we were in need of a coffee so pulled in at Grantham North service area.Â Years of UK driving have lowered my expectations of service stations considerably but Sunday afternoon at Grantham North set the bar even lower. However, this is a superior service post so read on…
It seems that British Airways will continue to receive bad publicity over the disastrous opening days of Heathrow Terminal 5 so my own recent example of less-than-superior-service from the Worldâ€™s Favourite Airline will hardly make much difference. But it does illustrate how difficult it can be to do the simplest things to say that youâ€™re sorry â€“ and to mean it.
Another day of commuting, another day of misery on the District Line… however this blog is about celebrating superior service whenever it occurs and whilst my overall customer experience on the homeward journey tonight was less-than-superior due to a “customer incident” Continue reading “London Underground: tube theatre”
To round off last week’s series on feedback here’s a story from my recent experience with the BBC. Prompted by a discussionÂ on Ecademy about the new series of Dragon’s Den I realised I had been really annoyed by the trailer.
I’m a fan of most business programmes, particularly the ones we can watch as a familyÂ – my 11-year old son has been addicted to both Dragon’s Den and The ApprenticeÂ – but I get more than a bit irritated when the “showbiz” aspects of the programmes overshadow the business content. Continue reading “Feedback: your view is important, but not very”
I couldn’t resist posting a link to this story about a 75-year old woman in Virginia who provided some very direct feedback – using a hammer – to cable provider Comcast after encountering difficultiesÂ trying to switch her phone service. Continue reading “Hammer time: another approach to feedback”