Customer Service Good or Bad?

So one of the most uncomfortable British parts of business is Customer Service. My belief is that everybody likes to be treated differently and great Customer Service is understanding and reading everyone in font of you.

I witnessed some excellent Customer Service today, it was at Marylebone Station 'Uppercrust'.

The server was so polite to the Customer, was inquisitive, offered lots of solutions and upsold. They had a conversation which the Customer enjoyed.

The Customer will chalk that down as a positive experience, and or Uppercrust that will be a mark in the WIN column.

However, I had to rush across London and was starving and in the queue behind the Customer, I was not acknowledged.

I had 3 minutes to get my train and just wanted something to eat as was starving, I am spending the entire day in the companies Death star today and my hunger was ferocious and it would be unlikely that any sustenance would be provided.

My agitation was apparent, and looked at my wrist (I don't even wear a watch) and had to abandon my quest for food).

I rushed to get my train, passing other Uppercrust employees chatting to a guard with a rubbish bag in hand and despaired.

This will be chalked up in Uppercrust's LOSE column.

It does strike me that in the same moment in time you can both win and alienate Customers.

So in that space in time they have NET ZERO satisfaction.

The key to great Customer Service, is to be both in moment with the customer and your surroundings.

Will I use Uppercrust again? Probably as it was not a major issue, they would not be first choice and if they were convenient then not a problem.

However, by writing this blog the equilibrium of the universe has been restored.

Starving and about to set course for Alderan......

Scott




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It is going to be another great day

Have you ever had that feeling that going into work that you will have a great day?

I have, and today my tummy is turning in excitement. There is no real reason and nothing special happening apart from magic in the air.

My mental health does get called into question quite a lot, however I may be a tad eccentric however it is with a purpose to delight and serve.

To quote Charlie Sheen today I am 'Winning' that uber sense of infallibility that is contagious to others.

Some people may find him batshit crazy, however to me his refreshing deluded honesty is what everyone needs. As in his mind he is always 'Winning' and is that not a great place to be.

I am even tempted to get one of those 'Winning' tattoos or maybe just a WWCSD bracelet (What Would Charlie Sheen Do?).

After this blog will check out ebay and order myself one of those bad boys just to show everyone else that I am 'Winning' and that they can hop on the bus with me.

I am Grinning, Spinning, Thinning and WINNING ......


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Choosing Leaders

I am trying to write a little more lately, its better to get out my crazy thoughts as it is a truly cathartic experience. Also being very English the emotional repression is not good for the heart.

Work is busy, which is great however my primary focus is now sidelined by project focus, so now looking for the ones who will and have stepped up.

It is times like this where you notice who has 'IT' naturally the laws of nature has two reactions to a problem. Fight or flight, however the latter is the more common.

It can be said that I am quite an overbearing character, however I feel that leading from the front is the best way and do not want to be intimidating nor seen to be so but it is who I am.

The next leaders will shine during this time and reminds me of a quote by Sun Tzu from The Art of War "Opportunities multiply if they are seized"

I receive the most joy from coming across things that people have done with there own initiative compared to when people tell me they have done something that I told them to do.

Tomorrows leaders should show themselves today by using the mantra of JFDI.

You never tell someone to step up, as you should always select your leaders from the ones who already had on their own accord.

Character also plays a part, as I have to feel that I would take a bullet for them, this comes from the persons attitude so it is imperative that the right leader is selected.

I can deal with arrogance if the person is a team player, I can deal with moaning as long as the job is completed to a high standard, however apathy and whinging is not acceptable.

So who wants to rule the Kingdom.......


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Saturday Trains

I am off to work running the gauntlet of a 'reduced' service with the utopian idea of improving future travel.

Its like Arsene Wenger is in charge of the railways, however no selling of best players have taken place.

Football is the theme as every Saturday the "train" or caravan of hatred is awash with football fans on there way to away games, or glory hunting fans on there way to watch 'there' team in a town/city they had no affiliation with until they won a few things.

It is not a bad thing to align yourself with success, however football being a tribal thing the global support for some teams are staggering.

Fans are drunk already, and no doubt giving themselves liquid courage to berate a player with suspect sexual orientation or originally enlighten the referee to the possibility he self pleasures.

Football only gives you pleasure if you team wins, draw and lose is a powder keg to violence either with fellow fan or domestically.

Maybe alcohol should not be consumed on trains, well there is no danger of that given the amount of bus replacement services due to improving the future ......

Ok, I am off to see the wizard .... Laters

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Coughing on trains

I am currently sat on the 07:38 from Colchester to Liverpool Street, today should be a normal day, however I am sat amongst around a dozen obese ladies.

Now big is beautiful (love big butts but I can not lie .....) don't get me wrong BUT (big butt, get it?) all of them have awful coughs and feel that the loose phlegm could any minute cow pat me in the face.

Why are all these people on a train to London during rush hour, why are they all obese and why do they all have close to chronic bronchitis?

The only way to understand is to of course make up a ridiculous back story.

When woman get to a certain weight a combination of there phlegm and vomit create a precious Ambergris which rich properties create diet supplements for the rich and skinny.

So life is an ironic paradox, where the despiser cannot survive without the distant symbiotic relationship of everything they fear.

The equilibrium of the universe tells us the good cannot survive without the contrast of evil ......

Salad for lunch me thinks :)


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Getting Old

I made a decision, that in my advancing years that trainers are no longer acceptable. So purchased some Skechers and proceeded to slowly decay.

This decision however became flawed, when to my horror witnessed two anomalies that had not previously occurred to me.

The first on was seeing someone younger than me wearing thick grey sweat bottoms with slip on shoes. There is so much wrong with this it is beyond comprehension. I may have once had to wear shoes with track suit bottoms if I had to rush out late at night to move my car .... However the shame haunted me for days.

The second issue was a very elderly gentleman with a walking stick wearing what looked like Nike Air Force Ones as he tottered along.

Life is now confusing, there is no logic to the world and now realise there never was. Chaos theory is the only acceptable way of living, so will continue to wear inappropriate for my age as I guess it does not matter ......



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Location:God's sweet Britain