You can’t talk about customer service for long without queues coming to mind. There’s been a lot of coverage recently about queues in relation to the UK’s border controls fiasco at Heathrow Airport and the rather grumbling response to all this has rather missed the point – queuing is not always a bad thing and, moreover, it’s an opportunity to demonstrate great customer service.
I’m writing this whilst watching Spain play Portugal in the World Cup and, as I usually root for the underdog, I’m supporting Portugal. Having had a great experience in Portuguese-style piri-piri outfit Nando’s last night I’m even more inclined to favour them. The secret? Over-compensation.
I didn’t set out to theme this year’s blogs around films but as all consultants know, two data points make a trend, so maybe I’ll continue to do so (although I’m planning to see The Wolfman soon so that could be tricky). After finding a service message in The Road it’s much easier for me to find one in the latest George Clooney vehicle Up In The Air. But it’s one that challenged my own ideas of superior service.
As someone whose walls are decorated with a fair amount of typography and calligraphy (an abiding interest from my wife’s days as an art student) I was interested to see the furore generated by IKEA’s decision to change its catalogue font from Futura to the more screen-friendly Verdana. Is this just an issue for font-geeks or a massive erosion of the brand loyalty engendered over many years of superior flat-pack design and serving countless Swedish meatballs? Continue reading “Of fonts, film and (rugby) football”
Having been happily married for many years I don’t really remember my last relationship break-up – and it’s probably fair to say that any notions I have are informed by films, plays or books (or the Archers come to think of it). However I had a reminder of what it might have been like following a recent break-up with O2. Paraphrasing somewhat, it went a bit like this: Continue reading “Don’t leave me this way: switching mobile networks”
Iâ€™ve spent a large chunk of the holiday season reading the papers and theyâ€™re chock full of articles looking back at 2008 and looking forward to 2009. Depending on how grouchy Iâ€™m feeling itâ€™s either a neat bit of recycling or plain lazy journalism. Whatever, this year Iâ€™m not going to be left out and so Iâ€™m proud present the first annual Open Chord Awards for superior customer service.
Continue reading “Better late than never â€“ the 2008 Open Chord awards!”
Sometimes I think itâ€™s best to leave reviewing a good customer experience forÂ few weeks to see if it stays with you for a period of time. The test of a superior service is that when you think back to the experience you get the same positive emotional reaction that you got the first time. So that â€“ combined with a busy schedule recently â€“ is my excuse for not posting an immediately positive reaction to the Novotel in Ipswich.
I have already praised Pret A Mangerâ€™s superior customer service but Iâ€™m happy to do so again as a little incident in my local branch demonstrated their overall philosophy and how they can wow customers where it matters â€“ on the front line.
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…
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”