Last Friday, Andy and I took some time out of out day to visit a customer who had emailed us with a problem he had using the Isle of Man Government’s Online Services. Now don’t get me wrong; I’m not part of a crack team that flies around the Island solving people’s problems, we have a helpdesk for that 😉 But it was a concerned user, who had some valuable feedback and we wanted to engage at a level that…
I was reading a post on Link4Business called Accounts Demystified that talks about how important it is for business owners to get their head around their company’s accounts and what they mean. Here’s how the problem is described: Accounting is viewed by most non accountants as a complicated and highly technical matter, and this is a view that is encouraged by the accountancy profession. But the truth is that it is based on a very simple principal which once understood…
Image via Wikipedia I had an interesting experience with a local company recently. I bought some tickets online from the Steam Packet website, our local ferry company. Anyway, we’re off to Butlins, so booked a ticket to go over with the car, two adults and a child. Anyway; it turns out that after I booked the tickets I found out that Arthur is still classed as an infant not a child and I needn’t have bought a ticket for him….
What’s worse than a service that doesn’t work? How about a service that tries and fails? Well, I have an account with Cahoot and they offer a service whereby if you overdraw your account they will SMS or email you. Well, I overdrew my account this week on Tuesday, noticed when I checked my account on Wednesday and transferred some more funds in. What I wasn’t expecting was an SMS on THURSDAY telling me that my account was overdrawn. That’s…
I’ve had a couple of positive experiences this week, both of them dealing with different companies where I was given service right at the point where I initiated contact with the companies. One was a household insurance claim with Direct Line after my wife drowned her phone; the other was with our local telecoms provider Manx Telecom where I wanted to switch contract. And I have high praises to sing about both companies based on my customer experience. The reason…
photo credit: Andres Rueda Some time ago I blogged about a problem I was having with HSBC Malta centred around a communication breakdown. I had been trying to get a message through to them for months, and finally they sent me a letter saying they were cancelling my savings plan; which would have resulted in a substantial financial loss for me (savings plans tend to pay out if you stick with them; but cancelling out early means that the charges…