Not so long ago I was offered an overseas assignment. It was to be 3 years and my family (wife and 3 children) were to join me on this adventure.
My children (15, 13, 11) had never really traveled unto that point. I asked the travel agent who manages expatriate travel place for my employer. I asked if she could make a "big deal" of the life changing adventure we were about to take. I arranged a time (booked time / appointment) with the travel agent for my family and I to pickup our papers and tickets.
On arrival at the agents office she was on the phone. We sat and wondered around the office for about 15/20 mins when she turned to her college and asked if she could get the tickets from the back. I noticed that my agent while on the phone was not talking or computer interacting suggesting it was a personal call and not a traveling customer. The other agent returned to the office and put the tickets on the desk of my agent. It was at this point I was expecting the kids to get excited. My expectation was she (the agent) would hand each child their ticket and perhaps a cabin bag for their inflict needs. No she simply put the phone down for a second handed me a wad of papers and tickets and said have a good time. Returning to her call.
This is what I am calling [Disappointing CUSTOMER SERVICE]. While there was no need for the agency to treat us differently I did expect the kids to be made a fuss of.
Tuesday, 30 July 2019
Wednesday, 20 February 2019
Outstanding CUSTOMER SERVICE
I wrote a letter to a manufacturer of a product we purchased that contained defective contents. The Quality Manager has just called me firstly to thank me for the feedback. In addition offered an apology for the error.
This is Customer service at its best. I the 'CUSTOMER' found a product that was defective in MFG process. I let the company know in writing of the find. The 'MANUFACTURER called me 'THE CUSTOMER' and let me know they are taking preventative action to ensure the error does not repeat itself. This company is truly Customer focused.
This is Customer service at its best. I the 'CUSTOMER' found a product that was defective in MFG process. I let the company know in writing of the find. The 'MANUFACTURER called me 'THE CUSTOMER' and let me know they are taking preventative action to ensure the error does not repeat itself. This company is truly Customer focused.
Tuesday, 11 December 2018
Some management systems in healthcare.
A few months or so back I had the mis-fortune to visit a family member in hospital. After sitting with the patient for some 10-15mins a nurse came from behind an other bed/cubical and told me the room is under quarantine and I needed to put on gloves and a gown. Sending me out of the room so told me the PPE was on a trolley at the door. I should mention the double doors to the room were wide open, and yes indeed there was a trolley with this PPE and an A4 size sign on the wall to gown up room under quarantine. Feeling embarrassed as a systems specialist I was angry with myself not noticing the sign and trolley of PPE. After my visit driving home I thought wait hang on. The doors to the room were wide open, The PPE trolley was against the wall between 2 rooms and the A4 sign was on the same wall. Walk around a hospital and the walls are covered in A4 papers blowing in the wind. The issue here is not my failure to stop and gown up. The failure here is I should not have been able to gain access to the room in the first place.
Come forward some 6-7 months. My wife and I were visiting hospital again (same family member, different reason). We arrive and walked into her room we were siting and chatting for 10-15 mins or so when the nurse stuck her head in the door. "everything OK' she said. I asked for an update on the patient. That was the full interaction with this nurse. I had to leave the room for a few mins and when I cam back my wife was outside the room downing up. She asked if I had seen the sign and trolley. Again I had not. We gowned up and waited for permission to return to the room. Standing in the passage/hall I asked my wife to read the blue sign on the door behind her. [THIS DOOR MUST BE CLOSED AT ALL TIMES], really because it was not closed then. Again supporting the administration of signage and systems management is lacking in critical operations. To top it off 3 meters left of the open door was a large clear PVC document holder. It was labelled 'EMERGENCY EVACUATION MAP' the map was not there and the holder was empty.
The following day I returned to visit the patient and saw the nurse come out of the room gloves on only. No big deal the medical staff always glove up when in contact with a patient. as the trolley and sign were still outside I asked if I needed to gown up, it the room still under quarantine. I was told yes and gown up. Now remember nurse just left the room, gloves only on no gown. So I gowned up and visited the patient. 15mins into the visit the Dr and two Student Dr's wonder into the room carried out blood pressure tests etc:. Not one of them wearing gloves or gowns, no PPE at all.
Should internal management systems audits of public facilities be accessible to the general public that have an interest into policy and procedures?
db
Come forward some 6-7 months. My wife and I were visiting hospital again (same family member, different reason). We arrive and walked into her room we were siting and chatting for 10-15 mins or so when the nurse stuck her head in the door. "everything OK' she said. I asked for an update on the patient. That was the full interaction with this nurse. I had to leave the room for a few mins and when I cam back my wife was outside the room downing up. She asked if I had seen the sign and trolley. Again I had not. We gowned up and waited for permission to return to the room. Standing in the passage/hall I asked my wife to read the blue sign on the door behind her. [THIS DOOR MUST BE CLOSED AT ALL TIMES], really because it was not closed then. Again supporting the administration of signage and systems management is lacking in critical operations. To top it off 3 meters left of the open door was a large clear PVC document holder. It was labelled 'EMERGENCY EVACUATION MAP' the map was not there and the holder was empty.
The following day I returned to visit the patient and saw the nurse come out of the room gloves on only. No big deal the medical staff always glove up when in contact with a patient. as the trolley and sign were still outside I asked if I needed to gown up, it the room still under quarantine. I was told yes and gown up. Now remember nurse just left the room, gloves only on no gown. So I gowned up and visited the patient. 15mins into the visit the Dr and two Student Dr's wonder into the room carried out blood pressure tests etc:. Not one of them wearing gloves or gowns, no PPE at all.
Should internal management systems audits of public facilities be accessible to the general public that have an interest into policy and procedures?
db
Tuesday, 13 November 2018
From the bench - Poor Customer Service that could have had fatal consequences.
A while back when the Takata faulty airbag saga began I called my Nissan dealer and was told my car was on the list to have the faulty airbags replaced. Great! At the time of that service? I was told passenger side airbag was OK (different type) does not need replacing. Again great.
Over the past few months I have noted a lot of ad's telling the driving public about the Takata airbags COMPULSORY RECALL. Mine is done so I needn't worry. I thought!
2 wks ago I checked my rego against a website the ad recommends we check (link below). OMG my Nissan is listed. Im thinking why hasn't my dealership notified me the passenger side is now also faulty. I called the dealer and yep that's right the passengers side airbag is faulty, so I booked it in for replacement 8 Nov 2018. Done great. Today Nov 14 2018 I received a letter from my dealership that my passenger side airbag is faulty. The letter also includes a reply page if the vehicle has changed hands.
Poor customer service and process management. No notification the issue remains. 6 days after I took my car in and the airbag replacement was done. I wonder what triggered the communication they sent 24hrs after the job was done @NissanBundoora.
Poor customer service and process management. No notification the issue remains. 6 days after I took my car in and the airbag replacement was done. I wonder what triggered the communication they sent 24hrs after the job was done @NissanBundoora.
Family and friends PLEASE click the link here and check your car is not on the list.
https://www.productsafety.gov.au/recalls/compulsory-takata-airbag-recall/takata-airbag-recalls-list
Friday, 8 December 2017
What's the point of 'online feedback'
We pulled up data from a random company in Australia 'Tourism sector". This data is 'readily' available in the public domain.
We were interested in what sort of feedback customers are leaving for an Australian business and what we can learn from it.
We thought we would look at the 'Reviews' or customer feedback on the WEB site of this 'Tourism' company.
The company we looked at operates out of 4 states on the east coast or Australia. One sites data has been removed from our study as they were only setting up and were not yet in operation as of (28/10/2017).
We looked at 4 key metrics from the 'Reviews' section of the company 4 offices Web site.
The Brisbane operation collected 48 reviews.
The Sydney operation clocked a poor 6.
* Clearly the Sydney operation may be in need of some attention.
The Hobart operation gathered 94% positive feedback.
The Brisbane operation also did well with 84% positive feedback.
The Sydney operation was only able to satisfy half their customers.
The Hobart and Brisbane operations look good. Sydney low 2.8 avg rating is a reflection on only half their customers were happy.
Disappointment across the board.
What would seem the Hobart operation as the company leader. The manager only took the time to respond to 9 customers.
Brisbane and Sydney's performance to responding was none existing.
I guess I am suggesting here that there in no point in asking for feedback and a rating on your website if you intact are not interested.
Imaging if you will, 'Bob' utilises this service and has a positive experience. He rates the company well. The manager is so pleased he responds to 'Bob', there is a good likelihood 'Bob' will be a returning customer.
'Gary' utilises the service too. Has a poor experience. Dent rate so well (middle results). But after a few days he checks and there is no feedback or repose from the manager.
Ask yourself is 'Gary' likely to return as a customer. He had a poor experience and the branch manager couldn't take the time to reassure 'Gary' is feedback in important and will be followed up.
If you have and want feedback from your customers then you must respond to each and every one as part of that process.
Reinforce your appreciation from the 'Bobs' in the world. Reinforce your appreciation, Learn and improve your process' from then 'Garys'.
We were interested in what sort of feedback customers are leaving for an Australian business and what we can learn from it.
We thought we would look at the 'Reviews' or customer feedback on the WEB site of this 'Tourism' company.
The company we looked at operates out of 4 states on the east coast or Australia. One sites data has been removed from our study as they were only setting up and were not yet in operation as of (28/10/2017).
We looked at 4 key metrics from the 'Reviews' section of the company 4 offices Web site.
- VOC (voice of the customer) Positive feedback/comments.
- How they rated against the 5 star metric.
- How many time the sites 'Manager' or representative responds to a customer comment.
- How many data points (customer) provided feedback.
- Looking at the number of Customers that left feedback/ a rating. (Our assumptions here was the Brisbane operation has traded as long as the Hobart operation.)
The Brisbane operation collected 48 reviews.
The Sydney operation clocked a poor 6.
* Clearly the Sydney operation may be in need of some attention.
- Looking at the VOC feedback/ a rating.
The Hobart operation gathered 94% positive feedback.
The Brisbane operation also did well with 84% positive feedback.
The Sydney operation was only able to satisfy half their customers.
- Looking at the rating out of 5.
The Hobart and Brisbane operations look good. Sydney low 2.8 avg rating is a reflection on only half their customers were happy.
- Looking at the branch manager (or representatives) responses.
Disappointment across the board.
What would seem the Hobart operation as the company leader. The manager only took the time to respond to 9 customers.
Brisbane and Sydney's performance to responding was none existing.
Imaging if you will, 'Bob' utilises this service and has a positive experience. He rates the company well. The manager is so pleased he responds to 'Bob', there is a good likelihood 'Bob' will be a returning customer.
'Gary' utilises the service too. Has a poor experience. Dent rate so well (middle results). But after a few days he checks and there is no feedback or repose from the manager.
Ask yourself is 'Gary' likely to return as a customer. He had a poor experience and the branch manager couldn't take the time to reassure 'Gary' is feedback in important and will be followed up.
If you have and want feedback from your customers then you must respond to each and every one as part of that process.
Reinforce your appreciation from the 'Bobs' in the world. Reinforce your appreciation, Learn and improve your process' from then 'Garys'.
Friday, 20 October 2017
Ive got a mate:-
Have you ever heard some one say. 'Oh Ive got a mate that can do t cheaper', what about ' my neighbour is a plumber he'll do it for me'. What about a mate that says he can do it for a slab. Either you know of these people or certainly know the tradies. All to often you might need help on a project or something and someone will know someone that can help at a much better price. The problem with this 'bartering' as a reciprocal exchange it is immediate and not delayed in time.
ask yourself how many times you asked for this favour, help and the other party dent show up for days, week, months and even years. You need to ask yourself do i want it now, can it wait is it worth a free service or cheap(er) service if you are in the hands of the other parties time. Sometimes it might be worth extra cost to have the service don't timely and in some cases properly (no corners cut).
Granted I'll give you not every tradie is punctual but you know it will be done right, by a licensed (plumber, builder, electrician etc.) And done in a timely manner, if that is your desire.
ask yourself how many times you asked for this favour, help and the other party dent show up for days, week, months and even years. You need to ask yourself do i want it now, can it wait is it worth a free service or cheap(er) service if you are in the hands of the other parties time. Sometimes it might be worth extra cost to have the service don't timely and in some cases properly (no corners cut).
Granted I'll give you not every tradie is punctual but you know it will be done right, by a licensed (plumber, builder, electrician etc.) And done in a timely manner, if that is your desire.
Thursday, 12 October 2017
Your data/Information!
I was at an accountants office last week. We were working through a series of options. I soo noticed the accountant was typing data and information into his computer. It dawned on me that I 'the customer' have no idea what he/she is typing into the computer. Perhaps a slave screen that would allow me to see what he is entering into his system would be helpful.
I set about to see just how many other service providers sit on the opposite side of a desk/table and enter your data/information and you have no visual of that transaction.
Your local GP, Travel agents, Financial institutions (bank teller/clerk), some retail outlets. I think an opportunity for improvement and customer care would be to have a slave screen mounted on the back of the users screen so we the customer can se what data is actually being entered/recorded.
db
I set about to see just how many other service providers sit on the opposite side of a desk/table and enter your data/information and you have no visual of that transaction.
Your local GP, Travel agents, Financial institutions (bank teller/clerk), some retail outlets. I think an opportunity for improvement and customer care would be to have a slave screen mounted on the back of the users screen so we the customer can se what data is actually being entered/recorded.
db
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