Tag Archives: customer service

You are awesome. We will be back.

Most days I am thoroughly underwhelmed by mediocre customer service experiences.

It amazes me that in a competitive marketplace how little emphasis seems to be placed on providing outstanding service, especially when we know that personal recommendations are key in helping people make purchasing decisions, whether buying a new product or choosing what charity to support.*

If you receive poor or mediocre service you might not say anything. You just might not return. If the service is diabolical you probably will tell the world in order to stop anyone else having he same bad experience, or sometimes to give the diabolical service provider the opportunity to put it right. (You can see some of the best diabolical service complaints letters that went viral here)

So when something exceptional happens it really stands out. Something exceptional happened this week and I want to tell you about it.

I went for lunch with a friend at the Oxo Tower Brasserie on London’s Southbank. It’s on the 8th floor and has stunning views over the city. It was her birthday.

TG51We had a delicious meal and while we were waiting for coffee something unexpected happened. Our waiter, Marco, arrived at our table with a plate with Happy Birthday written on it in chocolate sauce accompanied with a scoop of ice cream with a candle in it.

My friend thought I had arranged it. (For a fleeting moment I thought of taking the credit, but I had to confess I hadn’t been that thoughtful.)

TG50

I asked Marco how he knew. He said he had overheard us talking when we toasted with our wine earlier and he thought it would be a nice thing to do.

It was more than a nice thing to do. It was awesome.

So a scoop of ice cream with a candle on is no big deal. The big deal was that someone was paying attention to us, understood that it was a special occasion and took the time and effort to do something to make us feel special.

Exceptional service like that is so rare. Yet in a competitive marketplace if you don’t offer exceptional service how do you get your customers to return and recommend you to others? The same applies to your supporters and donors.

It takes a bit of extra effort – but the result was that Marco and the Oxo Tower Brasserie stands out in a crowded marketplace of average experiences.

So thank you Marco for being a brilliant waiter and making our day. You are awesome. We will be back.

*Recent research claims that 90% of consumers trust peer recommendations (Source)while only 14% of people trust advertising.  Source: “Marketing to the Social Web,” Larry Weber, Wiley Publishing  2007

 

 

Same challenges different time zone

Last week fundraisers from across Queensland gathered on the Australian Gold Coast for the Fundraising Institute Australia Dare to be Different conference.

Many people asked me what I thought the differences were between fundraising in the UK and Australia. I struggled to come up with many apart from the difference in population size (Australia approx 22 million and UK approx 61 million). My observations are that there are more similarities than differences….

  • People give to people. Fundraising is about building relationships and connecting donors to the cause and showing them the difference they can make in the world. As Kay Sprinkel Grace observed in the opening plenary, fundraisers across the world are brokers of dreams.
  • A tough economic environment poses challenges for fundraisers the world over. Fundraisers must find a balance between focusing on activities that will bring in the highest rewards as well as identifying future trends and developing creative solutions as Tony Elischer demonstrated in his sessions.
  • Recruiting new donors is hard and recruiting the right donors is harder.  Adrian Sargeant stressed that ‘it’s better to spend more bringing in people who are right then have better response rates from people who will never give again’, and helped us understand how to identify and attract the right donors.
  • Keeping new donors is even harder. In the UK 50% of new donors are lost in the first year. Then 30% are lost year on year. In the USA 75% never come back. Organisations must build trust and loyalty and develop long-term donor relationships.
  • As a sector we are very open to sharing and learning from each other. Christiana Stergiou and I took the audience through as many fundraising examples from www.sofii.org as we could in an hour and encouraged fundraisers to use this excellent free resource as well as  helping others by submitting their own exhibits.
  • At Dare to be Different it was refreshing to learn from what had not gone so well with an open and impressive session from Marcus Blease from Cerebral Palsy Alliance,  Trudi Mitchell from Cancer Council NSW and Paul Tavatgis from Cornucopia Fundraising. As a sector we could learn so very much more if we were more open about what did not go so well.
  • Storytelling is the new buzzword. Human beings are hardwired to learn through storytelling . Anthropologists contend that 70% of our learning is through narrative. So it’s no surprise that it’s a skill that fundraisers want to perfect.
  • We love jargon. The usual suspects kept cropping up and the top three terms were supporter journey, touchpoints and integrated campaigns as well as some new acronyms that I have never heard before.
  • The general public has a perception of how charities should operate. Many make decision to donate to a cause based on the % of their donation that will go to services and do not like to think that their donation is ‘wasted’ on administration or staff costs. Dan Pallotta made a case for transparency and the importance of investing in order to effectively fundraise and the importance of communicating the real cost of raising funds to donors, supporters and the public.
  • Fundraising is not always perceived well outside of the sector. Asking for bequests was picked up by the tabloid press, quick to paint a negative picture of the sensitive topic of how fundraisers ask people to consider leaving a gift in their will, which could make a lasting difference to the world.
  • The world is small. I met several of ex-colleagues from the UK and from the NSPCC as well as Twitter friends. I liked how the world got smaller.

So that’s the top line. But for me the most important thing I came away with was inspiration from meeting a collective of passionate people doing great work for a range of causes with a restless energy to do more. I’m proud to have the opportunity to work with you. And not forgetting, that in addition to your great work, you all know how to party.

Have we amazed you?

The zip on my very very favourite pair of winter boots broke this week. It was devastating, partly because I had to walk round with one cold foot for a day and partly because no other boot in the shops would be as good.  These boots are perfect.

I knew I couldn’t replace them, (physically or emotionally!) so I investigated getting them mended. My local shoe mender took one look, inhaled quickly over his teeth and shook his head slowly, and said, “no. we don’t do zips here”. He suggested I tried some other shoe mender ‘in town’. *

So yesterday, when ‘in town’ I made another attempt at solving my cold foot challenge. The two shoe menders at Charing Cross Station were closed for lunch. In my frustration I remembered someone telling me about how good Timpson were, so I looked on my phone to see if there was a shop nearby.

I wish companies would think about how people are accessing their websites now. Stood in the cold waiting for the data to download and then trying to navigate reams of information on a little screen just to find a list of stores isn’t a great experience.

Anyway, I found a Timpson, I called them to find out exactly where they were and spoke to a friendly guy who gave me directions. Ten minutes later when I arrived he greeted me with a big smile and remembered the phone call.

Steve the Manager and I chatted about the devastation of boots breaking. To be fair I’m not sure he really felt the pain, but he made a valiant attempt which I appreciated. We also discussed the weather; we are British that’s what we do.  He explained the process to mend the boot, and why it would take 2 weeks and that he would call me personally if there was any problems.

On the counter I spotted this. Timpsons campaign for better service.

The first question; Have we amazed you? Actually you did, because your service was good, partly emphasised because most places give decidedly less than amazing service, plus you were actually open when I needed you.

£250 incentive; this is interesting. I don’t give feedback to be put in a prize draw. That’s not an incentive for me. I’m writing this and sending off my postcard because Steve did a great job and should be recognised for that.

We know that personal recommendations are key to making purchasing decisions so the ‘would you recommend a friend /colleague?’ question is a good one.

I think there was a couple of things missing; perhaps seeking to learn if anything didn’t amaze and suggestions for improvement.

I also question whether there should be a line about how they will use my data. As much as I loved the service I don’t want you to get in touch with me. (unless its Steve to talk about my boot.)

The branch number wasn’t filled in, so if I don’t write which branch amazed me how will Timpson be able to feed back to that amazing branch?

I’m impressed that there was a feedback card in the first place. It’s amazing how many customer-facing businesses don’t actively seek feedback from the people who are the key to their business success.

I was talking to a friend recently about how he felt about seeking 360 feedback from clients, which he does at the end of every piece of work. He felt apprehensive. Especially as part of his service was to give feedback to fundraisers on their work, he felt concerned that an invite for feedback could be ‘pay back time’. I don’t actually think that is the case, but understand his apprehension.

So it can feel a bit scary, but if you don’t seek feedback, how will you know the amazing things you are doing that you could do more of? And as importantly, how will you know where to make improvements?

When you are giving feedback, do consider the impact it will have. Always tell people when they have done a good job, and always tell people when they haven’t, but take care to be constructive and thoughtful. Telling someone they are rubbish with no explanation isn’t ok. It’s just plain mean.

So get over the fear and make giving feedback and seeking feedback from customers, clients, donors or colleagues a habit.

Without feedback it’s hard to become amazing at what you do. And you all deserve to be amazing. Right?

Your thoughts and feedback welcome…

*’in town’ being central London

It’s all about you

There is often debate about how much contact charities should be making with donors. In a recent blog by Jeff Brooks he highlights that there is no proof that increased contact leads to donor attrition. He notes that too little contact could be detrimental to your fundraising, but the worst thing of all is being irrelevant.

Charities need to focus on the donor. It’s all about the charity providing the donor with the opportunity to change the world and feel valued in a way that is relevant to them. From the style of the copy, to the key message, to the choice of images, to the channel of communication, it’s all about them.

My question is; can we compare our fundraising communications to other sectors, for example clothes retail, restaurants or mobile phone providers? I think we can.

A couple of weeks ago I was doing some work with the direct mail fundraising team; considering how we make our donors feel special, important and loved. We did some work reflecting on our own experiences and considered what organisations (if any!) had made us feel valued or special lately.

We came up with a good list that included, Eagle Cabs, a dentist, Bupa and Virgin (?). My example was Boden, which I will share with you here.

Johnnie Boden has been writing to me for a few years now. I don’t remember asking him, or when he first embarked on his correspondence with me, but he writes to me a lot. In fact I get more post from Johnnie Boden than anyone else. I have to say his overly friendly chirpy marketing copy does grate on my nerves a bit. However, somewhat ashamedly I admit, I am a Boden customer.

The reason this example was so relevant to the question about communication being all about the donor is that Johnnie Bodens latest autumn catalogue was all about me.  The centre text reads, ‘I owe Lucy everything’  as well as other references to ‘Lucy’. I think this is brilliant. There were even personalised stickers so I could mark what I wanted.

But while I’m on the topic, it’s not just the personalised catalogue that makes Boden stand out. Johnnie Bodens customer service is excellent too. A few months ago I complained about a scarf because all the bobbles fell off it. I emailed customer service and I received a real email back from a real person the same day. They sent me a new scarf and a freepost envelope to return the bobbleless one in. All within a couple of days. Impressive.

So what can fundraisers learn from Johnnie Boden? Here is my list.

  • Personal; great personalization of materials – see the example above
  • Frequent; I must get something monthly at least. It doesn’t put me off. It probably helps me buy more.
  • Offers; I get an incentive with every catalogue. I’m sure every single other customer does too. But I feel special.
  • Customer service; It’s good. Real people answer emails and take action. Refer to the scarf story above.
  • Targeted; Johnnie Boden sends me stuff I’m interested in. He segments his data well. I check in with my other target audience friends and we receive different creative and offers. Sometimes we get a bit jealous of each other’s Boden relationship.  (I acknowledge that could be perceived as sad on our part)
  • New; the catalogues always have some new lines.
  • Topical; The Royal wedding edition catalogue contained make your own cut-out bunting and Royal wedding bingo game. Other catalogues refer to recent events or seasons.

So, whether you are in the market for a brightly coloured rain mac or not; don’t just take my word for it, Test the Boden theory, or another company that makes you feel special. Ask yourself what is it that they do. Then try to recreate that special feeling for your donors.

More from the catalogue below.

Stop press – a great customer experience story

I always complain if I receive rubbish service (so most days), and when I have a great customer service experience I shout it from the rooftops. Partly because it’s so rare and partly because I want to share that providing great service may take a bit more thought and effort, but it’s not actually that difficult.

On Thursday I went for dinner with my friend Katie, the brief was budget. She turned up with a 2 for 1 voucher because her mum had bought a special offer pizza in Sainsbury’s last week. Always sticks to the brief does Katie.

So we rocked up, well more like waded up in the torrential rain and joined the queue of drowned rats at the door. The restaurant was packed but within a few seconds the waitress said hi, and advised us we would have a 15 min wait, was that OK? We had a lot to chat about and didn’t want to back outside in the rain so decided to stay. She offered us a four person table, but we offered it up to the four people behind us as a two table would only be another 10 minute wait.

Once seated our waiter gave us each a glass of wine on the house as we had to wait and for offering up the four person table. Wow – free wine?! Great stuff.

Once we got over the shock, we took a moment to look around this transformed Pizza Express. The interior had been given a makeover, bright colours and stripey walls, funky chairs and sofas and one wall was a big screen playing an unidentified black and white film. It didn’t feel like we were in a Pizza Express.

Our waiter was great, attentive, but not pushy and he was actually excited to tell us about the different pizza bases and pointed out that he should know, as he was half Italian.

The staff had new uniforms, rather cool blue t-shirts with a fluorescent re-branded logo although the chefs were looking a bit jailbreak their striped outfits that matched the walls.

Our food was good. The menu had been given a refresh too and there were more charity partnership offers than before. We sampled the new Baileys latte (it would be rude not to), and I fully recommend.

The restaurant was busy but we didn’t feel rushed. When we wanted the bill the waiter was there, no Mexican waves or pretending to walk out to get their attention required, which in the norm in my recent experience. Our meal was on brief and cheap as chips, in fact it may only have been cheaper if indeed, we had eaten chips.

Then we were given feedback invitation cards and asked to give feedback online if we had had a good time, and also if we hadn’t. I have done this and am now expectantly waiting for my £500 Pizza Express card, but in the meantime happy with my dough balls voucher. (although I would have given feedback without an incentive)

On leaving a waitress that we hadn’t even spoken to smiled and said thanks and she sounded like she actually meant it too. And THEN the waitress on the door apologised for the wait again.

We left the restaurant reeling in shock at this unexpected great experience.

We all bang on about the customer experience and donor journey, but I’m not convinced many organisations are actually doing it.  So well done Pizza Express you have done a great job. You have transformed from average high street pizza chain to providing customers with a remarkable pizza eating experience. I think its fair to say that your pizzas went a bit small for a while and I am still not sure about the ‘diet’ pizza with a hole in the middle but based on this recent experience I’ll let you off. I think you are back on track.

So team what can we learn from Pizza Express? Is it as simple as a bit of a brand refresh, lick of paint, some customer service training combined with getting the right people on the bus in the first place?

It feels that Pizza Express have really worked at cross selling their products with simple supermarket incentives, integrating online and offline messages, providing customer incentives to return, providing great product, actively seeking feedback, providing superb in restaurant service and excellent value for money.

But don’t just take my word for it – go hang out in Pizza Express or anywhere else that provides good service and watch and learn.  And then go do it yourself.

I’m still reeling in shock and thinking I should probably go to the gym today to offset the anticipated voucher.

Better to aim too high and miss

For me customer service is really important. Often I’m criticised for having too high expectations of people. I don’t think I do. I just think most people have very low expectations because they are so used to getting crap service.

“The greatest danger for most of us is not that our aim is too high and we miss it, but that it is too low and we reach it.”  Michelangelo

Last week my brilliant friend Sue booked a meal for four of us through Groupon (and you know how I feel about Groupon) at a London restaurant called The English Pig.  Great concept, unless you are a vegetarian as it only serves pork. Delicious pork.

We got off to a great start, the manager was brilliant, friendly, chatty, told us about how business was tough but the Groupon deal was really working. He recommended several top dishes and we were all suitably impressed.

He took our order, the food arrived, which I have to say was delicious, but sadly, after that the service nose-dived. We had to practically do a Mexican wave to get anyone’s attention to order more drinks, we quite fancied dessert but by the time anyone noticed our frantic waving the moment had passed. So we tried to get the bill, but ended up going to the bar to ask for it as all the staff had disappeared.

Now is it just me, or is this a common occurrence? You arrive at a restaurant and staff are falling over themselves to take your order, often more than one person is prowling round the table interrupting your conversation in their eagerness to serve. As the meal progresses the staff become sparser until you are left stranded, desperately vying for someone’s attention to process the bill.

So we know that the world is a tough place for any business right now. We also know that it’s way harder to and more expensive to get new customers than to keep and develop your old ones.

So why invest in a Groupon deal to get people through the door and then do such a rubbish job that they won’t come back? Or worse still they tell their friends/the whole world about their below par experience?

Now let me make an analogy to fundraising; Groupon is the equivalent of a mass participation event. It’s about getting lots of people through the door. If you do not have a strategy to get those people more engaged, to make them want to come back then you are not making the most of your investment.

So ask yourself; Are you really looking after your donors, or are they going thirsty? Does their experience with your mass participation event leave them full and satisfied, eager to return, or are some leaving feeling short-changed?

How can you use the restaurant analogy to think of ways to engage supporters?

A well used creative thinking technique is to view a challenge from a different perspective, so for example you could use the restaurant analogy in a fundraising context as an example of how not to treat donors, and then do the opposite. You may come up with a fresh perspective on how to engage supporters.  Go on, have a go. I’ve given you some examples below to start you off.

  • Prowl around at the start and lose interest towards the end could translate into – celebrate at the end, make the end of the event really special, make the process of giving money a pleasure
  • Allow them to leave feeling uncared for, like you don’t value their custom could translate into – giving them a reason to come back; a post event party, an opportunity to volunteer/make more of a difference
  • Don’t make any attempt to build a relationship apart from the initial greeting could translate into building great rapport; have dedicated volunteers whose role is just to build rapport with participants

What other ways of developing supporter relationships can you come up with using the restaurant analogy?

Gotta Share

There is no doubt that social media enables us all to share what we are doing, thinking and feeling like never before. There are great opportunities for organisations to tap into the insights and conversations that customers and potential customers are sharing online.

As highlighted in previous posts, I’m trying to make sense of the world of social media, hoping to navigate through it and establish some common etiquette. Recently I was out with two friends who seemed to spend a lot of time updating various statuses that they were out in a bar having dinner and drinking wine. I felt a bit bemused at all the time spent frantically texting, tagging and updating that detracted from the real life chat we were having.

It made me wonder if we are spending too much time ‘sharing’ at the expense of real life experiences.

Often we know what our friends are up to because their status tells us; on the one hand this is a great way of being connected, on the other if you spend your real life time updating that you are “Having a great time with blah at ‘name drop’ cool place” then I’m not so sure its such a great idea.

I would like to question people’s motivation for sharing; is it a competition as to who can be tagged in the coolest places with the sexiest people? Or is it about proving your wit and intelligence? Or is it for a sympathy vote and attention? Or is it a combination of all of the above? Who are your status updates for? Yourself? Your friends? Your enemies?

If you are in real life having a real life experience, does posting something to tell everyone detract from that experience or does it enhance it?

Personally, my view is if you are having a conversation in real life, unless it’s a life or death situation I think it’s rude to be on your phone updating, surfing the net or whatever. Your focus should be on the present.

I found this brilliant piece on YouTube which to some extent sums it up.

Don’t get me wrong, I’m on Facebook and I love Twitter – a lot. I learn lots, ask for help and information and in turn hope that I provide useful tweets to the people who follow me.

My point is that sharing the moment on social media should not be at the expense of experiencing and sharing a real life moment.

I’d be interested to know what you think….

It’s no longer good enough just to be ‘good’

Life is competitive. I think Darwins’ theory of natural selection also applies to organisations. Put simply; evolve or die.

In order to survive your organisation needs to understand its customers and offer them incredible products and services. You also need to be able to anticipate change and be able to respond more quickly and more remarkably than your competition.  It’s no longer good enough just to be good.

It’s also no longer good enough to be very good. In his book Purple Cow, Seth Godin makes the point that very good is an everyday occurrence and hardly worth mentioning.  Because it’s boring and expected. He claims that ‘very good’ is the opposite of remarkable.

Most organisations are good. Few are remarkable. The lack of remarkableness is because people and organisations are scared to be different. They think it’s safer to be like everyone else. According to Seth this poses a problem because unless organisations are remarkable then they will not survive. See paragraph 2.

‘Tastes like chicken isn’t a compliment’ Seth Godin

Remarkable can be bad or good. If you travel by plane and get there safely you don’t tell anyone. That’s what’s supposed to happen.  That’s just good or very good. What makes it remarkable is if it is diabolical beyond belief or exceeds your expectations, e.g. rude staff, dreadful food, delays or a free upgrade without you asking, complimentary champagne or arriving early.

Remarkable spreads. People tell people about their remarkable experiences. Authentic remarkable can go viral across the world in minutes.

So what are you doing for your donors, volunteers, beneficiaries and customers that’s very good, and how can you make it remarkable? If the answer is nothing. I suggest you get thinking – or you quit while you are ahead.

If you are contemplating remarkable you might find these books inspiring

Purple Cow – Seth Godin

Linchpin – Seth Godin

Business Beyond the Box – John O’Keefe

Good to Great – Jim Collins 

Today has been a bad day for customer service

Dear Richard,

Despite your entrepreneurial spirit and business acumen, I have had a decidedly below par experience of the Virgin brand this week.

Firstly, I have had to travel on Virgin trains a lot. And they are crap. They are crap because there are not enough luggage racks – on a long journey most people have overnight bags. Did no one think of this when they were designing your trains? While I’m on the subject, why put the luggage racks in the middle of the train?  It causes a bottleneck and panic as people scrabble to get off the train with their luggage.  The overhead racks are barely big enough to post a sandwich in. The trains are cramped, mostly because the aisles are cluttered with overnight bags, they are hot and stuffy and my carriage smelt vaguely of vomit. A shambles.

I’m only mentioning Virgin trains this now as I am freshly incensed by your brand today and the problems I’ve had with my internet connection.

In the last 24 hours I have spent over three hours on the phone to various Welsh people in a Virgin call centre. I’m sorry but life is too short for this.

At first I dialled the customer service number full of hope and optimism. My heart sank as an overly chipper automated person answered and asked me to key in my home telephone number ‘so that we can deal with your call more quickly’.

This initiated a multilevel filtering system, ‘to help us help you more quickly’. At some point in the process a helpful automated person suggested that I might want to go online to get help. Given that m I’m calling because my internet is not working, the offer just makes me more irritable. Which by this point is about 8 on a scale of 1-10 with 10 being very irritated indeed.

Finally, I get through to a real person who asks for my telephone number again and then puts me on hold because I need to speak to a the ‘national team’ whatever that means.  At this point I get the option of choosing my answer phone music. Presumably Virgin are aware that if you have got to this stage of so near but yet so far, that you might deserve some choice in how you would like your brain numbed. I zoned out after the pop and classical options and decide to stick with whatever genre I had been defaulted to for fear than any interference would prolong my wait time.

To be fair the various Welsh people who I conversed with were pleasant enough, if not somewhat patronising. I did resent having to tell my story afresh to each different individual. I also hate being called Madam as anyone who knows me knows – but today worse than called madam was being called Mrs Gower – that’s my mum.

So the helpful patronising Welsh person insisted that to test the service I have to remove the base of the phone socket to plug the phone line into a different socket. The last time someone tampered with these screws on the socket was probably about 1980 – so they are welded on. So there I am, wedged between the sofa and the wall face down trying to leverage the welded in screws with the helpful person at the end of the phone on speaker enquiring if perhaps I have any friends who can help, in a tinny voice laced with a level of irritation to match my own.

Eventually I got the screws off the wall. But I had to call back and navigate once more through the multi layer system. It’s apparently not possible to have a number to the right team, surely that would be helping me more quickly than me giving my phone number to every new person I speak to?

Anyway the outcome is that the internet works a bit, but like the internet worked in 1994. Slowly. Virgin say it’s the router and the router says its Virgin and I am now also broken with a fried brain from overexposure to hold music not of my own choosing.

This blog is like therapy. If I manage to post it and you are reading this – you are experiencing a miracle.

So I’m struggling to find a positive outcome, the only silver lining is in an attempt to find internet I discovered a great local café that has not only internet but excellent coffee and the best Chelsea buns I’ve ever tasted.

So whilst this letter isn’t a patch on this letter, I do want to highlight to Virgin and any other customer facing organisation some advice to keep customers happy.

  • Care about your customer
  • Employ real people
  • Answer the phone
  • Listen to people and record the conversation so they don’t have to keep telling their story
  • Don’t call me Mrs or Madam

Rant over. Thank you for listening.

My Groupon story…….”But they still whip up an amazing fish curry”

From half price pedicures to cheap jive lessons to exclusive restaurant deals, Groupon offers you daily deals in your local area. The deal only activates if enough people sign up, encouraging customers to promote the deals and the collective buying power guarantees the merchant a minimum amount of business. Groupon keeps half the money and the merchant gets the rest.

Groupon has been applauded for making this innovative business model work. On the face of it, it sounds like a win-win arrangement. The customer gets cheap stuff and the merchant gets increased sales and profile of their product.

However scratch under the surface and Groupon doesnt always provide the best experience for the consumer or the merchant.

Let me tell you my Groupon story….

My friend bought some Groupon vouchers for a fish pedicure as a Christmas present at Pasha Clinic in London. After a month of phoning an engaged line and sending regular emails into the ether in an attempt to redeem the vouchers before they expired, my friend was getting somewhat agitated.

The customer service team at Groupon who claim on the website that “Nothing is more important to us than treating our customers well.” Suggested she just keep trying.

Eventually, after six weeks she got through and had a rather heated conversation with Pasha Clinic who didn’t have any weekend availability before the voucher ran out. They did offer up a weekday lunchtime. Although she then added that if we had paid full price they could have found us an appointment. My friend ended up putting the phone down on the less than satisfactory response from Pasha Clinic. Then she received this email. I kid you not.

“you are extremely rude. i cancelled your name from our system.  you failed to provide proper details of your voucher and still blaming us on being late. You should be saying sorry for taking our time with your incopitance to provide basic voucher detail. you have no telephone manner at all.  it is sad that you live in the most civilised country but have no idea about being civilised.
you bougth a £9 worth treatment and vaiting to be treated like a queen. looser. now forward my mail to geoupon  so make sure you dont come back.”

Priceless.

Groupon were very apologetic about the above email and have given my friend Groupon credit for the vouchers. Presumably so she can waste another six weeks of her life chasing another great value deal. Bet she can’t wait.

I’ve got several points to make,

1. Firstly the customer service of Pasha Clinic is so terrible it’s practically comedy. Pasha Clinic I wont ever use you – even though your website looks quite good.

2. I’m sure that Pasha Clinic are not the only company to have been inundated by customers. (I understand that one coffee shop in Portland  was swamped with a stampede of over 1000 customers on the first day.) However, Groupon officials state that ‘deal’ subscriptions should be capped in advance to a reasonable number to deal with this situation.

3. Companies need to consider carefully what a Groupon deal means to their business; can they cope with the increased business, are the terms and conditions on the deal right, are they sure they are not actually driving themselves into bankruptcy?

4. However much of a mess merchants get themselves into there is no excuse for poor customer service and the above email.

5. The weather is getting warmer and my trotters are not up to scratch. And you know how important good trotters are to a lady.

I’d love to know if you have had a good or bad Groupon experience.

If you are interested in the Groupon phenomenon, Bob Phibbs the retail doctor has quite a lot to say on the matter too.

P.S. And while we are on the subject, Groupon recently made an ‘interesting’ Superbowl advert in which actor Timothy Hutton begins by making a plea for the people of Tibet before delivering the punch line: “But they still whip up an amazing fish curry” Groupon have apologized and the ad has been withdrawn but you can watch it here.