Posts Tagged: customer service

Holidays and the human importance of customer service

The man dozed.

For the first time in over a year, he could lie in late in bed. Time to rest from the hassles of home. Phew. Two weeks alone on the Greek Island he loved and

Bang! Bang! ‘Cleaning!’

Bang! Bang! ‘Cleaning!’

The man hauled himself out the bed and his day dreams. He grabbed his favourite kikoy from the bottom of the bed, wrapped it around the middle of his body and opened the door of his perfectly comfortable hotel room. Read more on Holidays and the human importance of customer service…

The difference between a product and a service

In my last post, I shared my experience of pouring hundreds of cans of beer down the drain in Vietnam due the high level of care Heineken take to ensure that every can of their lager meets their strict quality standards.

I mentioned several more of my favourite brands that, presumably, are managed in the same way: Johnson’s Baby Shampoo, Weetabix, Marmite, Heinz Baked Beans, Guinness, Laphroaig.

I am sure you have your favourites too.

Brands like this are known in the trade as Fast Moving Consumer Goods (FMCG) – and the CV of anyone who is anyone in marketing is strengthened by FMCG experience. Read more on The difference between a product and a service…

Ryanair and the human importance of customer service

Earlier this year, my family and I moved home. We didn’t move far. Just one side of Clapham Common to the other (and still in Battersea, of course).

At our old house, where we had lived for nearly 20 years, I had become used to the habit of reading the newspaper over a brew and toast before heading off for work. This was a small piece of English life that I had sorely missed in the overseas posting that my agency had told me would advance my advertising career.

After our move (in Battersea not from the other side of the world) I found, to my horror, that the nearest newsagent didn’t do home deliveries. He told me: “It’s too much trouble managing the delivery persons” (that’s PC-speak for paper boys).

Well, back at our previous house, if the paper wasn’t delivered early in the morning, my whole routine broke down. The time taken to walk the short distance to the newsagent and back would start my day on completely the wrong footing.

Before you accuse me of laziness, I made a rule to myself that I would walk to the shop and buy my own newspapers on Saturdays and Sundays. This also allowed me a cheery face-to-face greeting and some friendly banter with the newsagent and/or his wife.

This couple are called Sachin and Shilpa (well they are not actually – their names have been changed to protect their privacy).

As human beings, I admire Sachin and Shilpa a much as anyone I have met. Read more on Ryanair and the human importance of customer service…

Open letter to Rupert Murdoch concerning The Times paywall

Dear Rupert Murdoch, 

Last week, on 4 August, this website reported that you ‘gave the first hint’ that subscriber levels to The Times pay wall are ‘strong’. 

Good on you. 

But what you have done has really hacked me off. You may not care about this. After all, who am I? 

Well, I am one of your customers. Read more on Open letter to Rupert Murdoch concerning The Times paywall…