Customer experience

My Manager Says…

/ Dominic / 3 Comments

I had an extremely circular conversation with Becky from the Co-Operative car insurance team today. I was very (very) good as I didn’t allow any hint of frustration or incredulity slip into my voice. Nonetheless, having had a 20 min chat with the Co-Op Home Insurance – my home insurance provider – Customer Services team who ended up assuring me in unequivocal terms that the included legal protection policy extended to motor cars and all things related Becky insists that the home insurance part – “nuffink to do wiv us” – are wrong.

“I asked and my manager says no…”.

Can you see how good I was not to get frustrated or be incredulous? The Co-Op is The Co-Op is The Co-Op, end of discussion. The letterheads are similar, the font identical, colours the same etc etc. I already buy insurance from them and they provide the electricity. It’s The Co-Op and that’s as far as I care.

Not for The Co-Op apparently. We are one but we are totally different is how they operate. I suggested to young Becky that she might like to direct her manager towards page 24 of the home insurance policy document which, sadly, I have read. It is very specific in the exclusions and cars ain’t in it. Anywhere. Nein. Nada. Nach. You get the idea. Deaf ears because….wait for it….”my manager says no”.

Gotta love joined up thinking in companies. It is doubly frustrating because I want the Co-Op to be good. I am emotionally invested in their brand, which is something they just don’t seem to get.

After all that the quote was twice that of elsewhere. 25 min on the dog’n’bone, but I did hang out all the washing and do the dishes so not really a loss of time.

Getting motivated

/ Dominic / 2 Comments

I have been spurred back into action by reading a funny and thought provoking blog. If you want a neat blog to follow then www.musingsfromthesofa.wordpress.com . I blame RC 100% for my poorly written return to the blog-o-sphere. Given that I am now actively house searching (for me) then if dealing with banks, a 10y old daughter and estate agents ought to provide me a rich seam to talk about under the heading of What About The Customer. I will post separately but I have had a fantastic experience w. my bank – First Direct – and pretty predictable and disappointing experiences w. Estate Agents. My brother has a good expression about them; “lying *bastards* (my substitution on the grounds of taste) with wide-angle lenses”.

Learn from CostCo

/ Dominic

I am a member and was perusing the latest free magazine. Whether it’s a promo puff or not there was a very enlightening article. Long before it was fashionable CostCo had a customer centric philosophy. Still does.

This is a logo for Costco.

 

People make a big deal about transformation, customer-centricity (language mangling that only a management consultant could love and perpetuate), customer centred organisations, customer first blah, blah, etc, etc, etc.

The theory isn’t hard. Start with a respect for your customer and ensure that no matter how big the organisation grows that that respect remains. Alone that will shape your growth appropriately.

The learning from this? The respect for the customer starts at the beginning and the focus should never waver.