Archive for February, 2012

Amidst the doom and gloom, two great customer experience stories

It’s a well-known fact that bad news sells… and that’s probably the reason that most blogs you read are full of doom and gloom or are pointing out the inadequacies of someone or something. Having just done that with my previous post I thought I’d buck the trend and write about two good news stories instead.

The first is from the Post Office, much maligned over recent years and run down (or at least downsized) in many villages and towns. On Saturday I went to renew my passport at my local Post Office in a small place called West Monkseaton. A very bright and modern post office with lots of very friendly and helpful staff who obviously wanted to take care of people. It was a real pleasure to have a conversation as opposed to feeling like a transaction and this translated into a very good customer experience.

The second one was from a company called We Fix Alloys www.wefixalloys.co.uk  This is a small company near Newcastle who I took my kerbed alloy wheels to for repair. Again it was a great customer experience, Chris the guy who owns and runs the company was not only very helpful but the pride he took in his work and in his company was immediately obvious. I have to say when I collected the car later in the afternoon, he spent time telling me what he’d done and generally to make sure I was fully satisfied with the end result which was excellent.

These are examples of two great businesses that give excellent customer service and I’d highly recommend both.

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Almost seduced by a thing of beauty…

For anyone whose seen the Jaguar XK you’ll know it’s a thing of beauty…  not only does it look gorgeous but it’s a masterpiece of engineering packing a super smooth 5.0L V8 power unit, a chassis that makes it stick to the road like glue and a state of the art Aluminium body shell. To drive one is heaven, it feels like the car has been built around you, it does everything you ask when you touch the loud pedal and let’s be honest which petrol head wouldn’t be seduced by such a machine?

No surprise then that I’ve been looking for one for about a month now I’ve been deliberating whether to leave my current incumbent for such a thing of fun and beauty. If it had been a decision of the heart, then I would be a proud owner by now, but my natural instinct is to rationalise my heart with my head.

Whilst the heart is longing for one, my head is saying it does about 16MPG around the doors, the TAX is £400+ per year and it’s rated at the highest insurance group 20. Actually, having had a high performance car in the past none of that matters, you don’t worry about any of this as the pleasure far outweighs the costs.

So why am I not a proud owner of an XK, well it’s down to agreeing what I would consider to be a fair deal. I’m finding the Jaguar dealers very difficult to deal with and quite arrogant if I’m honest. Taking into account I’m trading one Jaguar to buy another I have to say I’m pretty disappointed that the dealer wants to make money out of me on the new car, make money out of me on the part exchange, and make money out of me on the finance deal. This combined with their arrogant take it or leave it attitude is the reason I’m going to stick with the car I fell in love with 18 months ago.

So, the lesson here is watch out my friends… whilst seduction is a very good feeling it could end up costing you big time.

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