Tag: Customer Service

Sunday Column (426)

Monday morning flights kind of suck. Although I should be used to them by now. The good thing? You catch up on your emails you got over the weekend, no replies until you are mid air, and a relaxing flight. Luckily I didn’t have to get up earlier than normal (5 am), so I was right awake and ready to conquer the week. Yet, having had little on the todo list, I enjoyed a relaxed flight listening to podcasts, dozing and enjoying a whole seat row to myself. And the hotel had a sauna. I know British people still think it might be odd to go to a sauna naked, and funny enough so do I now a bit, but it was super relaxing. A steam bath too. I enjoy a bit of spa life in the evenings, trying to not booze up and have fat German meat for dinner. I had it for lunch instead and rather enjoyed it πŸ˜‰ Fatherland. Now I still have this Easyjet Pluscard. Yes I jump queues and have fast track through the airport which is handy, and the seats are free to book, however looking at the boarding procedure, Easyjet just let’s people

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Sunday Column (324)

My wife made me very proud last weekend. She managed to walk 26.2 miles, the Moonwalk, a marathon, during the night, no sleep. That is a fantastic achievement. She has been training very hard for the past few months and she really deserves an applause of finishing and raising money for charity. Well done! For myself I feel a bit under the weather. The changing weather, no one believes it’s actually summer, some virus and a lot of work don’t help me getting back into my routine. Another bank holiday this weekend, a day trip to Milan just don’t get you into the swing of things. Anyway, I am not complaining, just the opposite. I have probably never been happier in any job nor in life in general. That is a good sign I suppose. The shed is finished and the camping equipment is here. Now we need to test it of course. A lot of returns and exchanges via Amazon partners made me realise how much stuff gets actually sent by partners and not Amazon itself. Rude customer service with awful English and offers to take a discount to avoid returns, shine a bad light on Amazon. They tried

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Sunday Column (322)

Exciting times. At time of publishing I will be networking with the international digital industry. In no other place than Rome. I haven’t been to Rome for a long time, yet probably don’t get a chance to see much either. Let’s see. Of course I report back next week. Despite my hatred about the commute, the train had been on time once this week, I also enjoy the community of commuters. The chap that confirms the train is stopping at our station despite the wrong on-train announcements. The guys in the morning for the daily chit chat. Yet, the moment we get on the train it is “each to their own”. We get on with our things. Sleep. Reading. Writing blogs. Internet banking. Emails. Whatever is on the list that day. A lot of ladies put their make up on and I am still debating whether I mind it or not. I suppose I am not too bothered, yet I wonder what people would say if I shaved on the train. Surely that wouldn’t be acceptable. I get a lot of reading done on the train, yet this week was all about recovering. I had my first Kettlebell class which

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Sunday Column (286)

Spending 10 days without the family was great. Or was it? There is something to it, like being able to leave things lying about like scissors, knives and lighters. There is something about getting up at 5 am and making lots of noise. Or to spend all Saturday in front of the computer trying to set up websites and new blogs about productivity. On the other hand, I did miss those cuddles, the love and being part of a team of people, however small. The constant reminder that life isn’t only about yourself, you and what you want to do. But that life is for sharing, for teaching and learning. I ordered a huge pizza on Sunday, being very lazy. Did I enjoy just eating by myself? Of course I didn’t. Wouldn’t it have been more fun to share it with the kids and watch a movie in the living room sitting on the picnic blanket. Or, as we normally do, make pizza ourselves. The way I felt on Monday it would for sure been a better idea. Not coming home to an untidy house where toys are all over the place, discovering new ones and fixing old ones. Not

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Customer Service 2014

Ok ok ok. I know I am having high standards for some measures, am picky with builders and customer service. That is because I believe in doing a good job and servicing clients exceptionally well. That is important for me. If a job is worth doing, it is worth doing it well. Now what are the things that piss me off most? Probably wasting my time, letting me wait without an update. That happened at a branch of Metro Bank recently. Once escalated, the branch manager called me, totally got it, said how annoyed he gets at these situations, and that he will do better. On the back of it, I got a present to make up for their mistake. No hard feelings left. My builders, even if my wife said things are fine, I got quite picky with sometimes. Their patience and resilience in fixing things, moving things and helping was amazing. Not your average builders, and they didn’t do anything wrong, it was just me trying to perfect things πŸ™‚ I love them, they doing an amazing job. Others we had doing some work were not so good, others were pickier than me πŸ˜‰ Then there was TM

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Sunday Column (186)

The frequent reader will notice that some weeks I have more to say than others. Normal I guess. This week I startled writing this column on my way back from Milan, one of the three Mexad offices I look after. Every time I take off from Malpensa airport in Milan I forget we are literally on the edge of the alps. Nice views, bumpy and windy starts. I got used to it now. My first trip with my Easyjet plus card, which allows me to speedy board, and it makes my life a lot easier. Thanks boss πŸ˜‰ I should have done that much earlier. Next week Madrid, a week in London, Milan, Germany…the card already paid for itself in 4 weeks. I love it. But do I really? Speaking to a recruiter this week, and I must stress a recruiter working on our side in Italy, one makes the choice in life whether to travel, progress in a career, and potentially travel more and ultimately don’t see one’s children, or if one wants a 9 to 5 job with lots of time for the kids. I agree. During the week, thanks to my commute, I hardly ever see the

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Lufthansa

Oh dear. I suppose you are not surprised to find a blog post about my recent experience with Lufthansa here. Instead of writing a complaint letter, I am writing this blog post of which I will send a link to the Lufthansa service team. The story. After 5 hours sleep we woke up to get ready to go to Gatwick airport to catch a Lufthansa flight to Frankfurt. We woke up the boys, 3 years and 18 months, and made it to the airport for 8 am. Tired and with heavy bags. Given my recent back problems this was pushing it and as you see later, if I had known what day was ahead of us, I had asked for someone to carry my luggage. So I also blame Lufthansa for my continuous back pain. But never mind, no way of proving it. At Gatwick we were informed about a strike. Lufthansa was on strike. I had no idea. Nor did anyone email, call or text us. A friendly lady advised us that we would get some vouchers, a ticket for the bus to London Heathrow, and that we are booked on the next flight to Frankfurt with Lufthansa. We

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Sunday Column (183)

Another week, another holiday. Since my wife was away I decided to take the week off to pick her and the kids up from the airport on Tuesday, it is great to have the family back, and I really enjoyed spending so much time with the boys. Proper family time. Having said that we set off to go to a wedding in Frankfurt on Friday. An early start which got us to Gatwick for 8 am. Lufthansa however cancelled the flight due to strike actions. This generally wasn’t a big problem I thought. They booked us on a plane from Heathrow that was suppose to land at 4 pm, got us some vouchers and put us on the bus. Whilst not very safe, Colin loved the bus ride and we were ready for take off when the Lufthansa flight got more and more delayed. I tried to stay calm, asked Lufthansa what we or they can do to ease our pain and they booked us on an earlier plane. I thought that was nice until they cancelled our old flight the minute I left their counter. Fair enough, but our final flight got delayed now too. Anyone who has kids

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Sunday Column (161)

I think I have one resolution from this week: I give up sleep. I had a good night on Monday night. Tuesday I left early to the airport, the hotel in Milan was awful, and Thursday night as well as Friday night the kids woke us up, stayed in our bed and you just don’t get a good night’s sleep. Luckily my parents were here at the weekend, so I squeezed in a quick snooze to catch up πŸ˜‰ But honestly, I thought things would get better. And on top of it, if you had as much as two glasses of wine, you feel even worse. Not hangover, but just knackered. What a hectic busy week on top of that! Honestly, I was in Milan and realised that by the time I was back, sleep excluded, I spend 30 solid hours working. Given the rest of the week was pretty normal, I probably came close to about 60 hours this week. I am getting very busy again. But I enjoy that, and I am very productive. It is not about the quantity of hours you spend at work but the output. You remember my presentation about productivity? Or here, a

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Sunday Column (146)

A week today is Christmas Day. This year certainly passed quickly. But more about that next week. This week I was thinking of warming up the crap I am hearing from Vodafone’s customer service but then thought that I get truly bored of incompetent companies’ customer service. But you already know that. Waitrose even didn’t reply to all the questions I asked them in an email but instead just focused on the first. What is wrong with those people? Or are my standards too high? Enough. This week I was ill. I am still not 100% and have a few issues that are delicate to be resolved. I am loving my challenges lately. I enjoy my life. Actually I am happy. So this week I want to talk about a very happy man: Postman Pat. If you don’t know who he is, watch this video: Postman Pat lives with his black and white cat in Greendale. Colin watches it all the time. Pat has a family, a wife that helps in the local community, a son that goes to school. They don’t have a dog, but other than that, they could just live in Beckeham. They have this little house,

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