I’ve previously commented on the poor standard of the letting agents I’ve dealt with (see my post How To Motivate Employees) so it should come as no surprise that once again they’ve disappointed me. After a long list of disappointments I finally did the maths and concluded that it costs me more to use them [...]

I read about this post over on Seth Godin’s blog. It’s the story of a ladies experience with a company called Zappos, here’s an abstract from her story:

When I came home this last time, I had an email from Zappos asking about the shoes, since they hadn’t received them. I was just back and not [...]

Over the last two months I’ve been dealing with an organisation that I really want to have a positive experience with, but so far have been disappointed. Why am I disappointed? Well each time I’ve interacted with them they’ve told me what the they’ll do next and when I can expect to recieve a response [...]

Lindsay recently posted some customer service statistics some of the key figures are:

26 out of every 27 customers who feel they have a legitimate complaint, NEVER COMPLAIN.
91% of the 26 customers who wanted to complain, but didn’t, will never return.
Each of the 27 customers who feel they have a legitimate complaint, will tell at least [...]

No matter how good your product or service is sooner or later you’ll face an angry customer. Sometimes it will be your fault it, sometimes it won’t.
So how should you handle their complaint?

Say Sorry - It doesn’t matter if you are in the wrong or not, just saying sorry can go a long way to [...]

Better Projects drew my attention to an amusing post on Freelance Switch about the 12 different types of clients:

The Low Tech Client

The Uninterested Client

The Hands-on Client

The Paranoid Client

The Appreciative Client

The Get A Good Deal Client

The I’ll Know It When I See It Client

The Always Urgent Client

The Decision By Committee Client

The Doormat Client

The Budget Client

The You [...]

Since the birth of our son a number of family and friends have given us presents for him, often clothes, but sometimes money, so we’d decided to open a bank account for him. We intend to deposit into the account the money he has recieved along with future money he may recieve for birthdays and [...]