The Crap That Comes Out Of My Head

I’ve been ranting a bit of the last few posts about my poor experience of customer service. Well it’s time to change the tone. on Friday, I had the best experience I think I’ve ever had, and just goes to show what you can do as a company if you put some effort into it.

First the lead-up; In making a cup of tea, one of the teabags splits. I don’t know if it was split before or after pouring water over it, but I noticed it when tea leaves started floating around the cup. I just thought I’d post a message to the Yorkshire Tea Facebook page and see what happened. I wasn’t really expecting anything, much less a whole swathe of other fans commenting on my message with words of wisdom. What I really wasn’t expecting though was a reply from Yorkshire Tea themselves within 45 minutes of me posting the message up, saying they were going to contact me directly through Facebook to try and resolve the issue.

Five minutes later, a message popped up in my inbox asking for an email address or phone number on which I could be contacted, so I replied and another ten minutes later I had an email from Taylor’s of Harrogate (the company who own the Yorkshire Tea brand) saying they’d like to replace the box of tea, and if I might have the details of the batch (I didn’t, but that didn’t seem to really be an issue). A couple of replies later and I am about to receive a new box of tea.

This all within the hour of posting a message on their Facebook wall. Now, for any company providing any level of customer service, that which I received from these guys has been exceptional. It also proves that if you put the whole infrastructure in place instead of trying to scrimp and save here and there on bits of the chain, it can really work wonders for you. I’ve told everyone about this episode, and they’re all as amazed as I am. But the word is spreading, and that makes Yorkshire Tea an ever stronger brand in the face of competition. I see that, because its the industry I work in, but I feel it’s fair play – they make a great product, and on top of that have astounding customer service when things do (and they do sometimes, for everyone) go wrong. It is far too easy, as can be seen by my previous posts, to think social media can be controlled without making sure that the rest of the company is aware of the consequences in this digital age of getting it wrong. It doesn’t work though so kudos has to be given to Taylor’s.

Update 09/02/2011: I’ve just had a package and an envelope through the post. The envelope had this in it:

On top of that, a box with a hand written note from the person who I dealt with at Taylors of Harrogate by email:

And of course a big box of Yorkshire Tea and the marmalade cake too:

I can’t explain how impressed I am with their customer service levels!

Dear Sir/Madam,

This morning I arrived at Clapham Junction station expecting to get on the 09:39 to Willesden Junction from Platform 17, and get off some minutes later at Shepherds Bush. I did not expect to leave, and arrive back at Clapham Junction on the same train nearly 3 hours later without having first reached my destination and alighted said train. What transpired is what I can only describe as a comedy of errors. What I would like from you is an explanation detailing why your team was so incapable of providing communication to the several hundred stranded customers aboard the “service”.

So what happened to make me so irate as to write this open letter? I’ll start at the top:

About 5 minutes into our journey, the train came to a halt. It was at approximately 09:55 that we had our first intercom announcement, 6 minutes after should have been at Imperial Wharf, and around the same time as we should have been leaving West Brompton: “I apologise for the delay to your journey. The train has a power failure and we’re trying to fix it.” OK, but you’ve already been sat here a while knowing you had a power failure, and we now know there is a problem, but not what you’re doing to resolve it, and if you can’t, what you have to do to get someone else to resolve it.

In the next few minutes we heard how you still had a power failure, but your guard and driver knew how to fix it and we should be on the way shortly. After which we moved about 10 metres forward, and then about 15 back. Wonderful. We were on the way, but in the wrong direction. You can see the funny side to all of this, can’t you?

Some significant period of radio silence later and we were duly informed that the on-board staff had indeed not been able to resolve the power issue and that we were now waiting for an assistance train to arrive. It would turn up in about 15 minutes. So, when it turned up 35 minutes later, we were ecstatic. We were told “the assistance train is here now, so we should be on the way soon”. “Soon”, it seems, is relative according to TfL.

“This is your guard. The assistance train has broken down behind us.” That was another half an hour after it first turned up. This is now getting beyond the initial laugh and joke that it once was. An hour and a half into a 20 minute journey and we’d had 4 pieces of communication. You can imagine my indignation when, on passing through the train, the guard duly informed us that the driver had left with the other train which was now fixed. “So we don’t have a driver on this train, and we’re stuck somewhere between Clapham Junction and Imperial Wharf?”. “No.”. Great. Now what?

Well, now what is that it gets worse. We’re now about 2 hours in, and in 40 minutes we’ll be back in Clapham Junction, to start our respective journeys again. And so far we’ve had 6 official communications and one unofficial one that just upset us more than anything. One of which was “there is too much snow on the line”. Really? Sheffield has invisible tracks due to the volume of snow and still has an operational tram and train service. We have this. When we did get back to Clapham Junction, we were told not that there was excess snow on the line, but that the live rail had iced over. Oh, so what you tell your customers is a bunch of fibs too then? Amusing, I think not.

I did eventually get to my target destination 3 and a half hours later. Given that you charge me to use your service, I have a right mind to charge you for my time: £700 + VAT.

I’ll leave it to you to dig yourself out of the mess you have invariably got yourselves into through profit-mongering cost cutting measures, and thank you in advance for your prompt reply. Oh, one last thing: You’re running a train on “production ready” software with a version of 0.3.5. I’ll ask you to think that one through again.

Kind Regards,

Tom Simnett

This truly is a rant. It’s one I have a deep issue with, and it’s probably one that will drive me to insanity. This is a story all about how advertising for broadband got turned upside down.

The world and dog is going on about “Unlimited Internet”. ISP’s are advertising the fact, and now the mobile operators have jumped on the bandwagon, now that people want high speed internet on their phones. There is a problem. It isn’t really unlimited at all. A large proportion of the ISPs will tell you that there is a fair usage policy that applies (it’s usually in the small print), but they will rarely tell you what that fair usage amounts to.

Orange and O2 are even cheekier. Unlimited Internet on the iPhone with O2 means a top limit of 500MB per month, after which they can charge you at normal rates if they so wish. Orange is 750MB. So… since when has the term “unlimited” meant “with limits” in any dictionary? Worse still, O2, whilst providing unlimited Internet to your iPhone, won’t let you tether that to use it as a modem on your laptop unless you pay them a minimum £15 per month for a paltry 3GB of usage. Again, how is that unlimited? Orange take you to the 750MB limit for free, and then bill you per MB at an extortionate rate.

Next question. Why not complain to the Advertising Standards Authority? Well that’s easy. People already have. Lots of them. And the ASA turned round and said the ISPs are within their rights to advertise their services as unlimited as they are providing more than your average Internet user is likely to consume. Except they aren’t. I’m your average Internet consumer. I watch the odd YouTube video. I read some blogs. I download some stuff to install, and I generally go about my Internet life much like many other people do. Facebook, Twitter. The usual. And I can quite happily consume far more than “unlimited” according to these ISPs.

My gripe is that the Compact Oxford English Dictionary defines “unlimited” as:

adjective not limited or restricted; infinite.

That spells it out really. When an ISP says it’s unlimited and they put a fair use policy on it which limits your usage, or just as bad gives you an out and out limit after which usage is chargeable, they’re lying. When will the ASA stand up to this and rectify the situation?! It’ll carry on as long as it isn’t publicised and the ASA aren’t forced to eat their words and chastise the ISPs about it.

The first post. Here we are. Welcome to the crap that comes out of my head. I have to tell you a little story about this one.

I was trying to come up with a name for a blog on which I could ramble, muse and generally talk about some of the stuff I find interesting. It started off with some truly rubbish names, and three days ago I had almost decided that “Unending Rabbitholes” would be a good name. It took a couple of friends to point out that “grabbit” stood out just a little too much in the unendingrabbitholes.com domain I was looking to buy.

Back to the drawing board. I can’t write the post about the banking problem (coming soon) because I still don’t have a blog name. Swings, roundabouts, catch 22… whatever. I went to have dinner with Dad yesterday and I was telling him about my blog naming dilemma. “It’s not going to be any particular subject. Some politics, some general musings, but really it’s just the crap that comes out of my head.” I told him.

“Well there you go. Call it that!”… “What, ‘crap that comes from my head’?”… “No, you’re changing it and it sounds worse now. The first one is great!”

And there you have it. That’s why the blog is called what it is. Well that, and the fact that this really is crap straight out of my head. So now you don’t need to ask me how I came up with the name. Or if you do, then I can point you right here.

Enjoy.