Tag: BT

Sunday Column (77)

This week was odd, I think anyway. At work meetings got cancelled, everyone is busy, sales is slow but the prospect and response is great. Does that all make sense? More trouble with BT Business, as they just decided to charge us an arm and a leg for 1 hour calls to Germany (Β£53), which is just ridiculous or better: criminal. Overall things are good, and I registered a few domains to work on our corporate SEO. Overall, we are on track πŸ™‚

PS: if any competitor reads that, most good domains are now gone πŸ™‚

Privately, what has happened? I had drinks with two good friends, ex work colleagues and SEOs on Tuesday after I spent all day going to Manchester and back. We didn’t really get drunk but had a fantastic time, some ideas and lots of thoughts. Fantastic. Really enjoyed that guys!

I didn’t manage Tai Chi this week and decided on the new course in September. Colin got over his cold, so did I and my wife is feeling ok-ish, and she digged out the old guitar from her dad. Lovely to see her play (see!), but Colin seems to enjoy it πŸ˜‰

As for myself, I began to absolutely enjoy a nice piece from Mozart, Serenata Nottura, 1st Movement, Marcia Maestoso.

Also, my parents had their 40th wedding anniversary this weekend. I find it amazing and beautiful to think that one day, in a few many years….my wife and I hopefully celebrate 25 or even 50 years of marriage. My grand parents were married for over 65 years. What an achievement, and commitment. I am very proud.

On Saturday I took the boy swimming. Just Colin and me, as Jen needed some rest. I believe the next 6 months are going to be tough with us coming out stronger on the other end. It was great to take Colin swimming though, and having some father and son time.

The night we finished with the first ever roast lamb. It was fatty but overall a good taste and a nice diner.

Today we went to our neighbour’s daughters 100 day birthday party. Something which is very common in Korea allegedly. We enjoyed it a lot.

Speak next week,
Volker

Sunday Column (76)

This weeks flew past with many many meetings. All good though and we are making progress. I now have to be careful what I write here, as my boss has discovered the blog and seems to have added it to his RSS feed πŸ™‚ Just teasing πŸ˜‰ I like my boss!

Luckily this week was less eventful than last week. However, we made preparations of handling Colin easier, without my wife lifting him. Quite a few adjustments, including a very cute duvet and duvet cover of the hungry caterpillar. Colin has had his ups and downs this week, and I managed to spend about an hour in the morning with him. His teeth still seem to bother him, but overall he is jolly good.

Another few things I wanted to mention. I tried out another Tai Chi class which I believe goes beyond what I am willing and ready to invest in regards to time and practise. But never say never. I will have to give up my Tai Chi class in Beckenham due to time restraints from my work. It is just not feasible to make it home by 7:30 pm, particularly on a Thursday. Currently, I think I go back to the practical class, e.g. pushing hands, on Tuesdays across the road from my work.

Then I was impressed with some customer service this week. One was with Blackberry Help via Twitter. After I installed the latest software update which had some problems, they talked me through todos on twitter to restore the old settings. Very helpful. The other one was BT Business. Our broadband seemed to drop every now and then in the office, so they first investigated via Twitter, called and seemed to have sorted the problem.

I remember a few years ago when I was at university, e.g. almost 10 years ago, and the first blogs came up. I mentioned to a few people that “companies should have a customer service real time response on their website” – here we go. Twitter makes it possible and if I had thought through my idea, I could sit on a full bank account now. What will the future hold….????

To be honest these are the key developments at the moment. I am recovering from a (mild) man-flu, and have a very busy week ahead. The weekend therefore was quite relaxing. We want to do some improvements on the house, and my wife finally agreed to a TV in the bedroom. More out of necessity as she needs to rest more. Ach well, should be a problem for me having a telly in the bedroom πŸ˜‰

Have a good week.
Volker

BT (British Telecom) – customer service

I keep getting into the habit of writing about customer service. Particularly in relationship with Twitter.

Also, I have a love-hate relationship with BT (British Telecom). About 2 1/2 years ago when we moved into a new flat they drove me nuts. It took me a week to convince their help desk that they don’t need to do a line check every time I call and that there is a problem with the exchange. They eventually agreed to send out an engineer and fixed the problem after 10 days. I got so mad at them that I wrote a letter to the CEO which resulted in the head of customer service apologizing about the incident, and me getting 3 months free broadband as a compensation.

Now, why am I still with BT? Two reasons. One is that my wife likes to keep the land line number. Secondly, it is convenient to have them as they have a good connection, e.g. I hardly ever in the last 5 years had problems connecting to the internet. I believe 2 times in 5 years. That is a very good track record.

After the incident 2 1/2 years ago I decided not to sign for another 12 months in case I want to swap to Virgin for their quicker glass fibre optic broadband. But then I did sign another 12 months just recently because I thought I never going to change to another provider and they offered me some savings πŸ™‚ I fell for the old sales trick!

What I noticed lately, particularly reading about BT’s throttling broadband speed. Of course they speak about doubling the speed and introducing glass fibre optic technology too. Anyhow, because we have such a slow speed, e.g. we signed up for up to 8 mb/s, and only receive around 3 mb/s, I complained to them and tweeted about it and said that I am not happy with the slow speed but surprised, due to previous experience, about their speedy response. After my complain via email I had a technician on the phone within 2 hours! And he unfortunately admitted that if it is slower than 2.5 mb/s I should call them. However, that is not the reason I signed up for 8 mb/s but I know there is no way to argue about it. Maybe Virgin after all?

BT thread1

Above the replies from Twitter. BT started following me, commenting and offering more help and support. I find that very good and very essential. Actually, this is what the post is about.

Any good brand nowadays needs to adopt to search/social media to follow up what is said about their brand online. With BT for instance, you need to monitor “BT” on Twitter. Go to the search function and search for BT, you will quickly see how much work they have to do and how many people write about “BT” not meaning the company.

Just thought this is a great case study on how well BT is doing, or brands in general, in adopting social media and monitoring as well as engaging with clients. It is more and more essential for brands to engage with clients where they are.