Sorry to post from anther forum but this is one of those great responses to customer services.... hope he made her smile at the very least.
bruno Dalbiez | March 10, 2011 at 11:48 am
Copy of my email to Jane Jones, Customer Relations at
FGW▸ , (
Jane.Jones@firstgroup.com) in response to her reply to me today. I suggest that we all literally flood the in-boxes of the 4 top Execs at FGW with our messages of protests, to offer them a tangible experience of the magnitude of their customers^ dissatisfaction. Their email addresses are in one of my previous posts^.
Dear Jane Jones,
Thank you for your prompt reply. I am surprised (well only half surprised really^) that you do not seem to understand that the issue is not RATIONAL, but EMOTIONAL, like all customer satisfaction and customer loyalty issues are^.So your reply does not address the real issue at all. We, customers of RingGo are NOT interested in the logical (or not) reasons why you, FGW, have made your decision! We are not even attached to RingGo as a brand! What we ARE (passionately) attached to, is our own COMFORT, THE REASSURING FEELING THAT WE CURRENTLY ENJOY A TRUSTWORTHY, CONSISTENTLY RELIABLE AND POSITIVE CUSTOMER EXPERIENCE WHEN WE PARK OUR CARS ON A BUSY MORNING, USING RINGO. So are you surprised that we are up in arms when you unilaterally and arbitrarily decide that you are going to change for a supplier who is unknown to some, and has actually provided a mediocre customer experience to others
? The following comparison might help express more clearly what I mean:
Imagine the following scenario: YOU, Jane, have been going to the same Hair salon for several years, and are literally delighted with both the person who cuts and styles your hair, and with the products (s)he uses. Every time, your hair looks magnificent, thick, shiny, silky, absolutely gorgeous! One day upon arriving for your appointment, the salon owner informs you that from now on, your hair will be done by a different person, and using different products. When you rightfully ask why, he says: ^The change is being made because of contract changes proposed by Goldilox, the provider of the products, which is currently contracted by our mother company to supply all our salons^. He adds : ^Following a competitive tender process to ensure best value for money, and to avoid additional costs for our customers, CRAP will be offering similar products, and because Val, who was doing your hair so far, has not been trained to use the new products, your hair will be done by Alex, from now on; she is the preferred stylist of Mrs Ramsbottom, and she cuts as well as Val^ How would you react ? Honestly ?
So please, FGW, don^t have the arrogance or the stupidity of thinking that you know better than your customers, what they want and need. Are you not HEARING what over 14 THOUSAND of your customers are shouting to you?? In the last few days, close to 7 HUNDRED busy people have taken the time and energy to write to you, some directly, and most via the Blog on
http://theyellowlines.wordpress.com/ . Even more extraordinary, more and more of us are NOW WRITING TO OUR
MP▸ ^s !!!! Isn^t this a sufficiently clear hint that there might be something slightly wrong with FGW^s decision
?
Wake up ! You no longer live in a world where corporates used to decide unilaterally what was good for their customers !
You have a golden opportunity to positively impress thousands of your customers, by simply, VERY simply and inexpensively, putting THEIR needs before yours.
Will you have the courage and intelligence to do it? Or will you waste the opportunity and reinforce your image of a slightly old fashioned enterprise with mediocre quality of customer experience?
Yours,
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