As defined in the Urban dictionary: A whinging pom is a person of British origin who will consistently complain about any situation that they may face. They are emotionally unable to deal with any sort of adverse condition without commenting negatively about it....
....I think this is intended to be an insult? But to me it's how you get things improved. So allow this pom to dedicate just one page to exposing atrocious service rather than staying stoically quiet - after all, my whole website/blog is a celebration of what I love about true customer service led businesses from around the world - so one page is just a tiny whinge so others may avoid similar experiences.
Hollister:
Before leaving for my worldwide lecture tour earlier this year I was in the beautifully appointed Hollister store in Birmingham's show piece Bull Ring shopping centre. The fixtures and fittings were exquisite, polished and arranged to perfection and this included the people who work there - each I suspect wannabe actors of the LA shape. Having found just the right tee shirt for my 11 year old daughter - a leading brand disciple - I proceeded to the check-out.
One assistant was on duty and I was was second in line. There was clearly a debate about something in front of me and the line behind me grew to 12 customers. I counted 8 actors and actresses in and around the checkout area. I called across to a person exuding some authority as he wafted behind the four (I think) unmanned tills and asked if someone might attend to the growing line - pointing out the actors milling around looking delicious. He pointedly replied, broking no conversation, that they were in meetings! .....I went on to muse that nothing is more important than customers, certainly not assistants preening each other (in shop floor meetings)....I should have put it more aptly by saying nothing is more important to actors than their audience.
Now I don't blame the poor actors for poor stage craft but I do blame the theatrical director for poor understanding ....it was the worst case of brand arrogance I'd ever experienced. The sort of arrogance that kills brands. But really the worst part of this whole episode was the attitude of the person I politely spoke to. The only reason I took this insulting service and bought the tee shirt was because I was going on a 7 week lecture tour celebrating great customer service and needed to assuage my guilt for abandoning my family with a leaving present - but I won't again.
But please don't get me wrong, I love great brands, love differentiated experiences and love even more, great brand feeling - but never forget who it's done for - The customer darling, the customer.
Qantas:
Flying around the world, I arrived at LA airport for my next leg to Auckland. I was dropped off at the wrong terminal by a very experienced taxi drive when I told him I was flying Qantas to NZ. Indeed I was politely told by a Qantas representative my 'particular' flight would be leaving from the terminal next door - just a short walk.
I dutifully arrived and was surprised to be checked-in by American Airlines. As it was some 5 hours before I was due to depart I was looking forward to the usual business class service in the dedicated lounge to update my work and prepare myself for the very long flight across the Pacific and the international date line - something always guaranteed to mess my Blackberry almost as much as my brain and body clock. Scrutinised at the door of AA business class lounge I was given 2 vouchers and a scratch card internet access protocol. I went to the bar and asked for the pre-boarding meals ( I wanted to eat beforehand and get a good nights sleep on board) and I was handed the snack menu and price list. I showed them the vouchers and they said they were drinks only - but pretzels and chunks of cheese were free. I asked to speak to the customer service boss - always an interesting piece of home work for someone in my line of business. I was told he was in a meeting but that he would speak to me asap.
Over the loud speaker I was summoned to the row of reception desks where I found this young gentleman standing behind his line of ladies - presumably his first line of defence. I pointed out my grievance stating that I wanted a proper meal, the sort served to business class passengers before they fly. With his hands politely clasped together at waste height he pointed out, in a perfunctory manner, that my flight was leaving from the AA terminal and they were handling me and that they don't offer proper meals. If I'd been leaving from the main Qantas terminal, proper food would have been available. In turn I replied that no one had warned me about this and I'm the customer who had paid for business class facilities. The really challenging thing for me was the delight he took in simply repeating his message that because this was AA there was nothing he could do - almost what part of 'NO' didn't I understand. I, in turn, pointed out that this was his problem not mine ...to which, in effect (not actual words) he disagreed as I was the person that wasn't going to be eating.
I asked if he was empowered to do anything about my complaint - there wasn't. I asked if he had any discretion - there wasn't. I asked if, as a customer services representative, he was satisfied with how he was dealing with me and my valid point - to which he shrugged his shoulders!
But what I was particularly taken with was the apparent 'polite enjoyment' he was getting in delivering the bad news in front of his ladies - of course he'd deny this - but when I witness normal levels of customer service, as taught in the truly great companies, it makes me wonder where it all goes wrong? I know with literally billions of customer service transactions taking place around the world every day, complaining about one particular transgression is like shooting fish in a barrel - too easy, but it was his smugness that moved me. I think he wanted me to get angry - if his bosses just knew how badly he'd delivered his 'customer service' they'd turn in the grave of their brand.
I won't ever, ever fly them on that route again - and I recommend others don't either.
I was beyond angry by the time I settled into my luxurious seat and I have to say was treated like a King by the on-board crew where nothing, and I mean nothing, was too much trouble - with the food being one of best meals I've ever eaten on board a flight (a rack of succulent lamb cooked pink to perfection)..... if only they had known how poorly their colleague had prepared me before handing over to them?
Just for one moment reflect how any of the Middle Eastern airlines or indeed Singapore Airlines might have treated me in their business lounges....even think how a Tesco store manager, a reception manager of Four Seasons hotel or even a Starbucks working partner would have reacted to a serious complaint from a sensible business man paying a premium for a premium product. I haven't mentioned names - I shall be writing in a more formal capacity to the Chairman of Qantas but it was interesting to note that the customer service representative's disdainful approach was consistent. I asked for his name and he gave me his first name. I asked for him to write it on his business card and he refused.
He said this is my card and here's is a pen, you write it - I will!
