The Good the Bad and the Indifferent!
We are bombarded with marketing messages selling us a dream about how wonderful a product or services will be. Sometimes we are surprised, sometimes we are delighted and sometimes we are disappointed. Sometimes our dreams come true; sometimes they turn into a nightmare.
I have set up this blog to share some of those stories, observations, tips and some inside knowledge. Perhaps it’s my own personal therapy, but I know that I’ve picked up a number of tips and techniques along the way that I hope may be of help to you. Whether you need some help on how to complain without screaming, send someone your thanks or just general advice, our door is always open.
So what gives me the right?
I’m just passionate about service, good service. I don’t mean being waited on hand and foot, but just good service. Those details that make a difference to our everyday lives and those that annoy the hell out of us.
You might then call me a professional complainer? No, I’m just interested, curious, a hawk eye perhaps? Somehow I want to make a difference. I’ve worked on the front line, I’ve worked behind the scenes having had many a customer screaming down a telephone at me, I’ve worked for big big companies trying my best to shift an iceberg through corporate waters to try and make things better, and I’ve also been a mystery shopper, That aside, I’m a customer, one who notices things and one who is happy when things go well and one who gets very frustrated when they don’t. At times I’ve felt like I’ve been banging my head against a brick wall, especially with organisations who should know better but sometimes, things do get better, and that’s why I like to think I’m here. A friend once told me that I’m like the Robin Hood of the service world. Who knows, but I somehow felt I wanted to make a difference. I bore my friends and family rigid with my stories so I thought I’d take that boredom wider. Call me a romanticist, whatever you like but when we are all so time starved in our world, I want to prove to you that taking 5 minutes to give feedback, good or bad can make all the difference.
I spend most of my life in the UK and some of it in the US, both with very different service cultures. Both have their good points, both have their bad points. I know I don’t have all the answers, some of you might not agree with my point of view, some of you might think I’m mad but the simple fact is I’m here to try and make service better. I love it. And I’m not hugging a tree whilst I’m typing this!
And I love wine not a whine!
I want to be clear that my intention in setting up this site is not about complaining for the sake of complaining. It’s about helping make organisations stand up and listen when there is a problem and not simply accepting a lackluster attitude or service we are frustrated by. We must speak out.
I’m sure I may have been blacklisted over the years by some of the organisations I have had continued issues with, and there have been a few, but I believe in campaigning for the cause and not resting until things get better or else I walk away, and I tell everyone why.
It’s also not all bad. I want to us all to be able to celebrate when things go right. I believe in paying things forward and we should have the same energy to give thanks as to complain. Good service can be hard to get right and it can require considerable effort. Let’s never forget to tell people when things go right!
And before I get myself into a legal headlock, these are my own personal views and observations. This is a personal weblog. The opinions expressed here represent my own and not those of any of my employers. In addition, my thoughts and opinions change from time to time. I consider this a necessary consequence of having an open mind. This blog is intended to provide a semi-permanent point in time snapshot and manifestation of the various memes running around my brain, and as such any thoughts and opinions expressed within out-of-date posts may not be the same, nor even similar, to those I may hold today.
So I’d love to hear about your experiences, good or bad – what you’ve loved, been upset by or just had enough of, or if you just want to bend my ear, I’d love to hear your stories and help in whatever way I can.
Feel free to challenge me, disagree with me, or tell me I’m completely nuts in the comments section of each blog entry, but I reserve the right to delete any comment for any reason whatsoever (abusive, profane, rude, or anonymous comments) – so keep it polite, please and in the spirit of the blog.