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The ultimate test of customer service is how you deal with problems
My holiday in the sunny Dordogne is by now a distant memory.
Well, almost.
You see when I got back from France, I had a surprise. A nasty one. The car-hire charges came in at double what I was expecting.
It’s not the first time
Continue reading When things go wrong, do you get it right?
Why doing nothing is easier than doing something
Are you throwing money away? I am. For months now, I’ve known that I could get cheaper broadband.
In these trying economic times, every penny counts – and we’re talking about pounds here. I know I could do it, and that I should do it. So why
Continue reading Who's your biggest competitor?
Find it, position it, sell it
Last year, somebody sent me flowers for my birthday. It was a lovely gesture, but it’s not the flowers that stick in my mind. Instead, it was the way they were delivered.
Not by a surly, shaven-headed driver in a white van. But by a fresh-faced young guy with
Continue reading What makes you different?
Whatever happened to WYSIWYP?
I was on holiday last week. And it’s left a little bit of a bad taste in the mouth.
No, not the croissants, pains au chocolat, brioches and and foie gras. They all went down a treat.
The aftertaste I can feel rising in my gorge is the bitter tang of misleading pricing.
That’s right. I
Continue reading The value of transparent pricing
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