Thursday, February 26, 2009

Customer Service - Managing Expectations

Being interested in communication skills, I love to look at the way businesses communicate to me when I'm the consumer... and I've been both surprised and disappointed recently.

Surprise: Ikea - well done! I went to buy some bookshelves only to find I couldn't move the packaging from the rack onto the trolley (didn't think I was that weak!). I quickly found someone in the stores department who not only helped me move the packages I needed, but also wheeled my trolley to the check out. There I was met by another helper who wheeled my trolley to the lift once I'd paid for my goods and the third and final helper met me at the bottom of the lift to help place my purchases in the car. Thank you Ikea Milton Keynes - great service!

Disappointment: Local florist (remaining nameless). I booked an appointment to discuss wedding flowers with a local florist and on the appointed day I turn up expecting the florist to have brought in her albums of designs (confirmed at the time of booking) and also to have details of April flowers from their Devon supplier. Neither were available. I left after 10 minutes feeling rather let down, with an assurance that I would be contacted once the information from the supplier had come through and at that point I could go back in to view the albums. I am now four weeks later and guess what ? Nothing! No contact, no email, no phone call. I thought business was tight for companies out there, obviously this florist can afford to lose business - I've gone elsewhere for my flowers!

Lessons:
  • Don't make promises you can't keep
  • Keep your customer informed at all times (even if you have no information, a status update is worthwhile)
  • Go the extra mile, small touches are appreciated
Have you had any good / bad customer service experiences recently?

Thursday, February 05, 2009

Snow reports and the economy

Now I know it's not just me, but why does the work-place grind to a halt when a little white stuff appears on the ground? Trains have been cancelled, traffic chaos, no buses and in Cambridge, cycle paths are not gritted!! What ever happened to getting up earlier, taking your time, going slowly and taking responsibility for yourself if you fall (says she who fell off her bike on Monday).

On a day when there's yet more snow, the bank of England announce a further cut in interest rates. Great for my mortgage, but lousy for the ISA I was going to set up as the rates have dropped.

So which do you focus on? The travel chaos... or the delight children (and some adults) have taken in the snow? Grin & bear it, real snow doesn't happen that often!

And as for the economy, at a risk of repeating my last post - take a look at the opportunities. I for one remain thankful for my reducing mortgage and choose not to lament the loss of credit interest rates - for after all there's so very little I can do about it right now.

Keep smiling - it's good for you :)