I must apologies for the lack of posts but I have been away on holiday. In fact I went to Spain and back via Easy Jet and boy have I got some great stories for you.
They can wait for tomorrow :)
Monday, 18 August 2008
Monday, 4 August 2008
How not to look after your customers!
I have always felt it inappropriate to comment on matters without some semblance of the facts. However after my horrid journey with FLYBE last Thursday night was a classic example of an organisation that had outsourced its front end customer service and paid little attention to the contractual "outputs" of that contract when things go wrong. In most circumstances the airline industry is a commoditised business which relies upon a number of handling contracts.
It would not make economic sense for it to have airlines own staff in every location for say one flight a day but where you have a significant presence you want your people involved. My whole experience is where an "outsourced" contract has gone wrong, is it poor specification for when things go wrong, is it poor "process" with no business continuity plan when things go wrong or is just down to people and technology. I leave you to judge for yourself!
Customer Relations – FLYBE.com
Monday, 04 August 2008
I wish to register a complaint on the “customer experience” I had whilst travelling on Flybe flight last Thursday from Newcastle to Southampton, 1715 departure, 31.7.08
I was booked to fly on the 1715 Newcastle to Southampton flight on the 31st July 2008. I was booked as an “economy plus” passenger and expected to receive additional services which complimented the additional price for the ticket.
As a result of my experience I am a seasoned regular FLYBE traveller who uses the Southampton – Newcastle route on a weekly basis I am considering switching my allegiance to Eastern Airways.
The story of my journey is as follows:
1. I arrived at Newcastle Airport at 1600 to find large queues and angry passengers at the FLYBE desks. There were three check in desks and only two open. These staffed by journey members of staff. The problem seemed to be that people who had not checked in could not check in through the automatic check in service and the check in staff had no operational systems to check people in with. There seemed no business continuity contingency to deal with customers in these circumstances.
2. There was no floor walking staff to resolve the problem and those of who had to check in had to endure a 30 minute wait in a queue. My previous 14 weeks experience of travelling from Newcastle can confirm that the check in experience is poor, often understaffed and often the staff display a could not careless attitude.
3. The picture below indicates some of the queue problems.
See picture above:
4. I approached the check in desk and was booked in. This after 30 minutes. I suggested to the two members of staff that they may want to get someone to help to floor walk and help passengers check. The reply came “We have asked the supervisor and there is no one to help out”
5. I then proceeded to the security check out area using the fast track channel. At this point I was greeted by a security guard who told me that I could not use the fast track channel. The reason given was simple “FLYBE does not pay to use that service” I was disappointed at this in particular the personal embarrassment caused by me having to be instructed in no uncertain terms to change queue but also that when I booked the ticket it is clearly stated that FLYBE economy plus customers can use “Fast track” I include a copy of your own “sales pitch” taken from your website.
"Your airport experience can be truly stress free when travelling with Flybe Economy Plus. Our dedicated priority check-in and fast track security services will get you through the queues quicker and into the relaxing environment of our Executive lounges"
6. I was hoping things would get better but the visit to the FLYBE lounge has been disappointing in the past. In one instance the lights went out in the Gents lavatory and left one stranded. On this occasion the heating was so hot it was sauna like, when I and another passenger enquired we were informed that “it was so cold in here sitting here all day I need it warm” came the reply from the Swissport assistant.
7. The next phase of this awful journey meant all of the passengers getting wet as the plane was on stand 2. This meant a 100 metre dash in heavy rain. We were all soaked boarding the plane. There was no bus. It was clear that because of the problems with people checking in we were going to be delayed. We sat there is our sodden clothes. The pilot was keeping us informed but to be honest “his quips and jokes” were unwelcome and on a very similar vein to those heard on First Great Western Trains at Oxford when the staff said “the choo choo had run out of diesel”
8. We waited on the tarmac for 75 minutes. The staff in the cabin worked hard and should be complimented. It was clear that they were shifting people around to take account of the failure of the booking system in Airport. This to me the advantage and extra premium that I paid for my ticket had been negated because I could have asked the flight steward to sit anywhere and he would let me!
9. We arrived in Southampton over an hour late. Still wet from our experiences in dashing in the rain. The pain did not stop there. I have often been concerned of the way bags have been handled at Southampton Airport. I decided to take a video recording of the way the staff at Southampton Airport treat passenger’s bags. I am pleased to say they did not let me down. The bag in question that in the recording which is launched onto the belt and followed in the clip happened to be my own bag, I could not make this up if I tried.
The link to the this video is:
http://video.google.com/videoplay?docid=484442660972423795
The whole experience of flying with FLYBE was a very poor. There was no ownership of the passenger at Newcastle Airport when things went wrong. There seemed to be no process for your handling agents to deal with passengers when things go wrong. The whole experience including the security and the “dash” across the tarmac could have been avoided if ownership was taken. It is clear that your handling agents and Newcastle Airport have very little process, people, technology or management by FLYBE when things go wrong.
Your arrangements need reviewing to ensuring the dreadful service of Thursday last does not happen again.
In the light of the services I did not receive through purchasing an “added value” service I wish you to consider compensating me in some form for the loss and personal embarrassment one suffered at the hands of the Newcastle Security staff.
I look forward to your reply.
It would not make economic sense for it to have airlines own staff in every location for say one flight a day but where you have a significant presence you want your people involved. My whole experience is where an "outsourced" contract has gone wrong, is it poor specification for when things go wrong, is it poor "process" with no business continuity plan when things go wrong or is just down to people and technology. I leave you to judge for yourself!
Customer Relations – FLYBE.com
Monday, 04 August 2008
I wish to register a complaint on the “customer experience” I had whilst travelling on Flybe flight last Thursday from Newcastle to Southampton, 1715 departure, 31.7.08
I was booked to fly on the 1715 Newcastle to Southampton flight on the 31st July 2008. I was booked as an “economy plus” passenger and expected to receive additional services which complimented the additional price for the ticket.
As a result of my experience I am a seasoned regular FLYBE traveller who uses the Southampton – Newcastle route on a weekly basis I am considering switching my allegiance to Eastern Airways.
The story of my journey is as follows:
1. I arrived at Newcastle Airport at 1600 to find large queues and angry passengers at the FLYBE desks. There were three check in desks and only two open. These staffed by journey members of staff. The problem seemed to be that people who had not checked in could not check in through the automatic check in service and the check in staff had no operational systems to check people in with. There seemed no business continuity contingency to deal with customers in these circumstances.
2. There was no floor walking staff to resolve the problem and those of who had to check in had to endure a 30 minute wait in a queue. My previous 14 weeks experience of travelling from Newcastle can confirm that the check in experience is poor, often understaffed and often the staff display a could not careless attitude.
3. The picture below indicates some of the queue problems.
See picture above:
4. I approached the check in desk and was booked in. This after 30 minutes. I suggested to the two members of staff that they may want to get someone to help to floor walk and help passengers check. The reply came “We have asked the supervisor and there is no one to help out”
5. I then proceeded to the security check out area using the fast track channel. At this point I was greeted by a security guard who told me that I could not use the fast track channel. The reason given was simple “FLYBE does not pay to use that service” I was disappointed at this in particular the personal embarrassment caused by me having to be instructed in no uncertain terms to change queue but also that when I booked the ticket it is clearly stated that FLYBE economy plus customers can use “Fast track” I include a copy of your own “sales pitch” taken from your website.
"Your airport experience can be truly stress free when travelling with Flybe Economy Plus. Our dedicated priority check-in and fast track security services will get you through the queues quicker and into the relaxing environment of our Executive lounges"
6. I was hoping things would get better but the visit to the FLYBE lounge has been disappointing in the past. In one instance the lights went out in the Gents lavatory and left one stranded. On this occasion the heating was so hot it was sauna like, when I and another passenger enquired we were informed that “it was so cold in here sitting here all day I need it warm” came the reply from the Swissport assistant.
7. The next phase of this awful journey meant all of the passengers getting wet as the plane was on stand 2. This meant a 100 metre dash in heavy rain. We were all soaked boarding the plane. There was no bus. It was clear that because of the problems with people checking in we were going to be delayed. We sat there is our sodden clothes. The pilot was keeping us informed but to be honest “his quips and jokes” were unwelcome and on a very similar vein to those heard on First Great Western Trains at Oxford when the staff said “the choo choo had run out of diesel”
8. We waited on the tarmac for 75 minutes. The staff in the cabin worked hard and should be complimented. It was clear that they were shifting people around to take account of the failure of the booking system in Airport. This to me the advantage and extra premium that I paid for my ticket had been negated because I could have asked the flight steward to sit anywhere and he would let me!
9. We arrived in Southampton over an hour late. Still wet from our experiences in dashing in the rain. The pain did not stop there. I have often been concerned of the way bags have been handled at Southampton Airport. I decided to take a video recording of the way the staff at Southampton Airport treat passenger’s bags. I am pleased to say they did not let me down. The bag in question that in the recording which is launched onto the belt and followed in the clip happened to be my own bag, I could not make this up if I tried.
The link to the this video is:
http://video.google.com/videoplay?docid=484442660972423795
The whole experience of flying with FLYBE was a very poor. There was no ownership of the passenger at Newcastle Airport when things went wrong. There seemed to be no process for your handling agents to deal with passengers when things go wrong. The whole experience including the security and the “dash” across the tarmac could have been avoided if ownership was taken. It is clear that your handling agents and Newcastle Airport have very little process, people, technology or management by FLYBE when things go wrong.
Your arrangements need reviewing to ensuring the dreadful service of Thursday last does not happen again.
In the light of the services I did not receive through purchasing an “added value” service I wish you to consider compensating me in some form for the loss and personal embarrassment one suffered at the hands of the Newcastle Security staff.
I look forward to your reply.
The baggage x rated video! Watch the guys throwing the bags onto the belt
Wednesday, 30 July 2008
Perception is everything or is it?
“Perception is everything” as I frequently tell my children who look at me as if I am an alien. To a 7 year old daughter who is solely interested in all things 4 legged and called “Boo” and a 9 year old who is considering building a tardis to compete with Doctor Who I am an alien. I tell them perception is everything as I am wiping their faces of chocolate or toothpaste telling them that people will think ill of them if they go out looking like something the cat dragged in. Underneath it is more about my middle class insecurity and a fear of someone calling social services about my “scruffy” kids.
The serious point which is frequently lost in the delivery of customer services and services in general is that “perception is everything” The first impression you get of a product could be your last. An organisation has a moment in time to convince you that their product is better than the opposition.
If perception is nothing then why do organisations spend billions in uniforms, window dressing, cleaning shop windows, refurbishing stores and the people who work in department store make up department stores use the product. Of course it is everything. Would you go into an unknown restaurant that looked scruffy from the outside and gave the perception of being run down? After all what the kitchens like?
Alas as human beings we are easily seduced on what we see, but more importantly what we feel. Most people who have employed staff will tell you that it is the first 20 seconds of an interview that is so important. This says a lot as you have yet to speak but you have been judged already. Best not to turn up at Crown Court in flip flops and shorts, even if they are from Reiss you could be looking at some new fashion real soon. Dartmoor knitwear is so fashionable these days.
I like to spend time in Coffee shops. Invariably my coffee with Mocha, without cream, I would add tastes the same in whatever shop I go in. It is the service that really counts. I do not have a relationship with Cafe Nero or Starbucks. In fact I am a coffee tart. I will hawk my trade around any Coffee shop that does not have a queue and has human beings that serve my coffee with a chat and smile.
I hear you cringe, I hear the thoughts “god this man is anal” but believe you me we all do it. Why is it important to me? My coffee shops visits are my time. The time when I can be on my own with my thoughts. It is like my inner cave. To me Coffee is a discretionary spend. A chance to spend my money how I want it. I am therefore looking for good service and a good cup of coffee, which alas in this consumer World tends to be “same as” It is the service that counts, the meet, greet and speed of delivery and of course the surroundings.
We all do it with our discretionary spend; we buy something because we like it and want it. Nothing to with need, but want. We buy motorbikes, shoes, and coffee based upon a want, though in some cases the latter is a need.
Organisations delivering services, whether it is for need or want have to deliver good customer services. It is not enough for people to say such as elected politicians that we have invested more money or targets are up, the only thing that counts is perception. Ask Gordon Brown this time last year he was sailing high in the opinion polls and this year through a combination of generally being perceived as to have “lost the plot” and being “Mr Bean” a latest opinion poll has seen his perception rating plunge.
I called failures of an organisation to realise it is “perception stupid” Ratner moments, after Gerald Ratner, famous quote that all his jewellery stock was crap. The resultant effect being that Ratners soon disappeared off the High Street.
Evidence of the term “perception is all there is” come from the UK governments “respect TSAR” Louise Casey's. Reporting today she said that the legal system and the police are seen as "distant, unaccountable and unanswerable" - many do not know how to contact police in a non-emergency. Her report goes onto to say that all targets should be scrapped with the single target of improving “customer perception” being to sole judge of how well an organisation is working. As the processes to improving “customer perception” are fundamental to driving an organisations service delivery forward.
In the commercial world improved customer perception means improvements to the bottom line, simple eh? Well I am sure this blog as it develops will show that even simple things can be tough and we have a lot to learn on Customer Service Delivery.
PS: There was a sense of irony as I was writing this blog in a coffee shop in Newcastle there was a Fire test and we all ended up on the street. My golden peace shattered, but hey I will not hold that against them as the staff were delightful.
Aardvark’s quote of the day:” If perception does not count why do we not wear beachwear to an interview”
The serious point which is frequently lost in the delivery of customer services and services in general is that “perception is everything” The first impression you get of a product could be your last. An organisation has a moment in time to convince you that their product is better than the opposition.
If perception is nothing then why do organisations spend billions in uniforms, window dressing, cleaning shop windows, refurbishing stores and the people who work in department store make up department stores use the product. Of course it is everything. Would you go into an unknown restaurant that looked scruffy from the outside and gave the perception of being run down? After all what the kitchens like?
Alas as human beings we are easily seduced on what we see, but more importantly what we feel. Most people who have employed staff will tell you that it is the first 20 seconds of an interview that is so important. This says a lot as you have yet to speak but you have been judged already. Best not to turn up at Crown Court in flip flops and shorts, even if they are from Reiss you could be looking at some new fashion real soon. Dartmoor knitwear is so fashionable these days.
I like to spend time in Coffee shops. Invariably my coffee with Mocha, without cream, I would add tastes the same in whatever shop I go in. It is the service that really counts. I do not have a relationship with Cafe Nero or Starbucks. In fact I am a coffee tart. I will hawk my trade around any Coffee shop that does not have a queue and has human beings that serve my coffee with a chat and smile.
I hear you cringe, I hear the thoughts “god this man is anal” but believe you me we all do it. Why is it important to me? My coffee shops visits are my time. The time when I can be on my own with my thoughts. It is like my inner cave. To me Coffee is a discretionary spend. A chance to spend my money how I want it. I am therefore looking for good service and a good cup of coffee, which alas in this consumer World tends to be “same as” It is the service that counts, the meet, greet and speed of delivery and of course the surroundings.
We all do it with our discretionary spend; we buy something because we like it and want it. Nothing to with need, but want. We buy motorbikes, shoes, and coffee based upon a want, though in some cases the latter is a need.
Organisations delivering services, whether it is for need or want have to deliver good customer services. It is not enough for people to say such as elected politicians that we have invested more money or targets are up, the only thing that counts is perception. Ask Gordon Brown this time last year he was sailing high in the opinion polls and this year through a combination of generally being perceived as to have “lost the plot” and being “Mr Bean” a latest opinion poll has seen his perception rating plunge.
I called failures of an organisation to realise it is “perception stupid” Ratner moments, after Gerald Ratner, famous quote that all his jewellery stock was crap. The resultant effect being that Ratners soon disappeared off the High Street.
Evidence of the term “perception is all there is” come from the UK governments “respect TSAR” Louise Casey's. Reporting today she said that the legal system and the police are seen as "distant, unaccountable and unanswerable" - many do not know how to contact police in a non-emergency. Her report goes onto to say that all targets should be scrapped with the single target of improving “customer perception” being to sole judge of how well an organisation is working. As the processes to improving “customer perception” are fundamental to driving an organisations service delivery forward.
In the commercial world improved customer perception means improvements to the bottom line, simple eh? Well I am sure this blog as it develops will show that even simple things can be tough and we have a lot to learn on Customer Service Delivery.
PS: There was a sense of irony as I was writing this blog in a coffee shop in Newcastle there was a Fire test and we all ended up on the street. My golden peace shattered, but hey I will not hold that against them as the staff were delightful.
Aardvark’s quote of the day:” If perception does not count why do we not wear beachwear to an interview”
Monday, 28 July 2008
The sale of the century
I have never been to a sale but this morning I saw the queues building up outside, Fenwicks a department store in Newcastle and I had to try shopping for Calvin Klein’s at 8 am. I must say after spending £285, not on pants I would add! and having problems with my debit card the whole experience has left me very pleased with myself and the state of Fenwicks service delivery culture. The small matter with my debit card was down to technology, the till froze and if were not for superb customer service by the shop staff I could have left being even grumpier than I am at 0830 in the morning.
I have a simplistic view to customer service. If it goes wrong the failures are down to people, process or technology. Look no further. If you work in a Contact Centre (I meant call centre but wanted to be 21st century) By the way when did the word Call get replaced by Contact? It is a bit like when did Prince William and Harry stop becoming Windsor’s and become Wales? Anyway I digress. Anyway if you do work in a call centre how many challenges around people, process or technology? I have not worked with a client who has a combination of these challenges and opportunities to improve the perception of their service.
If we look at this morning’s failure of the till in Fenwicks it was a failure in technology. Without getting my spanner out I could not tell you whether in fact it was a people issue, the lovely cashier keying in the wrong numbers on her whizzo till or a process issue, for example the tills had not been configured to deal with “Sale” items so invariably poor old technology gets the blame.
Remember the apprentice episode when the girls lost the clients clothes when there was no process in place and the person responsible went back to the house before job done. A simple example of people and process going badly wrong!
The secret is nothing is perfect hence that why we have trials and prototypes. However if people, process and technology fail then it is often human intervention that needs to be in place to reassure the customer and deliver the service. This is where the old term people buy off people comes into its own. I wanted the sales goods I had purchased, I was in a hurry it was 0830 in the in the morning I have a client to see but the till (technology and process) had failed.
The intervention of the “manager” moving to another till, adding humour to the situation and generally being a nice person kept me calm, informed and a repeat buyer. In fact the staff were brilliant as most people I meet in the North East are. Here the people intervention had saved the customer moment.
The contingency when things go wrong was a key element here in service delivery. I go to many clients where their service delivery is built upon the technology available rather than the “fitness for purpose” of the people, process and technology solution actually required.
I was impressed with the staff at Fenwicks they must have something right, unlike the Newcastle Metro but that is for another day!
Keep attacking! The Aardvark!
Aardvarks quote of the day. “Invariably the coffee is all the same on the High Street is the service that is different and the yummy feeling that gives me”
I have a simplistic view to customer service. If it goes wrong the failures are down to people, process or technology. Look no further. If you work in a Contact Centre (I meant call centre but wanted to be 21st century) By the way when did the word Call get replaced by Contact? It is a bit like when did Prince William and Harry stop becoming Windsor’s and become Wales? Anyway I digress. Anyway if you do work in a call centre how many challenges around people, process or technology? I have not worked with a client who has a combination of these challenges and opportunities to improve the perception of their service.
If we look at this morning’s failure of the till in Fenwicks it was a failure in technology. Without getting my spanner out I could not tell you whether in fact it was a people issue, the lovely cashier keying in the wrong numbers on her whizzo till or a process issue, for example the tills had not been configured to deal with “Sale” items so invariably poor old technology gets the blame.
Remember the apprentice episode when the girls lost the clients clothes when there was no process in place and the person responsible went back to the house before job done. A simple example of people and process going badly wrong!
The secret is nothing is perfect hence that why we have trials and prototypes. However if people, process and technology fail then it is often human intervention that needs to be in place to reassure the customer and deliver the service. This is where the old term people buy off people comes into its own. I wanted the sales goods I had purchased, I was in a hurry it was 0830 in the in the morning I have a client to see but the till (technology and process) had failed.
The intervention of the “manager” moving to another till, adding humour to the situation and generally being a nice person kept me calm, informed and a repeat buyer. In fact the staff were brilliant as most people I meet in the North East are. Here the people intervention had saved the customer moment.
The contingency when things go wrong was a key element here in service delivery. I go to many clients where their service delivery is built upon the technology available rather than the “fitness for purpose” of the people, process and technology solution actually required.
I was impressed with the staff at Fenwicks they must have something right, unlike the Newcastle Metro but that is for another day!
Keep attacking! The Aardvark!
Aardvarks quote of the day. “Invariably the coffee is all the same on the High Street is the service that is different and the yummy feeling that gives me”
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