RonnieTheGreatQuick little update. Fantasy Springs @ replied me on twitter asking out it was and I let them know their food was good but their service was shitty. They made management aware and said they would handle it.
MetnalWhen you guys were leaving you should have thanked them for the shitty service... personally!
Eddie_TYou guys should have got the manager involved, that is fucked up. Let's go back and tell them what's up this weekend!
skevosmavrosI recently had a similar experience with a new piece of software. I decided to go out on a limb and use a competing product for the first time, despite years of using the one I was familiar with, A mix up with regard to pre-release pricing (quite possibly my fault), resulted in me paying $50 more than I needed to. So I sent of a rather grumpy complaining email, not expecting a reply let alone any resolution. They promptly apologised and refunded me $50.
Every time I boot up the new software I remember this simple act of customer service, and despite it having quite a steep learning curve (it is very different to the competing software I currently use), this experience has positively coloured my view not just of the company and their service, but even of the software itself!
Unless something untoward occurs, I already consider myself a dedicated user of the software, and will almost certainly pay for future upgrades. Such a simple act of customer service has created a big "credit" of good will.
carl_potentioWe have had some of the biggest and fastest number of plays for this Secret Shop AudioBoo. At last count 75 listens within 4 hours of publishing. Tim and the Reed and Mackay team's service is certainly attracting attention. Customers will talk, they always have and now they can do it at scale! Potentio use social media to comment on service, shape opinion and find the service stars that we can all learn from.
carl_potentioSome more conversation starters - clients and customers assess service according to their experience of their WHOLE service world. This is why Reed and Mackay's service is so important to Ashurst. What they do sets the standard for a clients (internal and external) interactions across the firm. And firms today purport to be 'one-team' - there is nothing more integrated than a travel office working seamlessly with internal and external staff and providers to deliver exceptional service. It's a differentiator that says, "yes we are a law firm and we handle everything exceptionally well not just your legal requirement."
carl_potentioOne further point on this AudioBoo - Reed and Mackay's great service now puts them amongst the travel agents I would turn to for travel arrangements (personal and business). My colleague Jan booked through them on my recommendation and I always check my personal travel with Tim in case he can help me. Remember, these guys are attached to Ashurst and could remain a company I only use when travelling with and for Ashurst but their service has marked them out as a provider I trust and will return to for my needs,
carl_potentioThis was a quickie Secret Shop but I hope you get the gist of the difference at John Lewis compared to Debenhams -
http://audioboo.fm/boos/279787-potentio-secret-shopping-debenhams-cafe-oxford-st-www-potentio-co-uk
To stress the errr, point - it is all about each and every touch-point that make up a service experience. I don't go into detail in this AudioBoo but you can probably tell from my tone voice that, if it's possible to get excited about a dept store cafe, John Lewis takes the biscuit.
We are presenting these Boo's in a retail client presentation later this week.
Lot's more Potentio Secret Shopping here -
http://audioboo.fm/search?q=potentio
