I got grumpy with a Customer Service guy on the phone at Trustpower yesterday. I wanted someone to take ownership and they wouldn’t so I got annoyed at him. I wasn’t abusive, just frustrated and CEO type direct. It got me precisely nowhere! A few months back, I decided to move our home phone and broadband to Trustpower, … More Bad systems, lead to bad customer experiences!
The enemy stood on the other side of the reception desk, or at least that’s is how the man next to us behaved as he ranted about some problem or another. We too had a problem, the room we had just checked into had not been cleaned properly. We could tell it hadn’t been cleaned … More Why choosing to be gracious is so important
Just one person in any one company can make it or blow it. One person can sent you away feeling like the most important person in the world or make you feel like they don’t value your business. Yesterday Alf & I were flying to Christchurch for the day. We had a heap to discuss … More One person makes all the difference!