I read an interesting piece on the BBC News website earlier today about how younger people tend to complain more about poor customer service. I agree with much of what the piece says although I no longer classify myself as a ‘youngster’ at the grand old age of 30 a lot of it resonates with me. Personally I’m not willing to put up with poor service when I’m paying for a product or service, I won’t go quietly either and will use social media to make a song and dance of my problem until its resolved. This blog is one example of that.
The piece also talked about the view that overall customer satisfaction levels seem to be dropping. I’m not sure if this is the case or not. What I do know is that I and many of my friends are no longer willing to put up with sub standard service when we hand over our hard earned cash for something. The increase in the use of digital technologies also has a part to play in the ability of customers to make a company look stupid very very quickly if its done something wrong. Just look at Twitter if you want to see examples of this.
The good thing is that companies (At least the majority of them) seem to be sitting up and taking notice of this and responding quickly and fairly to customer issues. There is still more work to do and I’m sure they’ll continue to be examples of where it goes badly wrong for companies delving into social media in order to deal with customer complaints, but it’s a start.
I’ve attached the link below if you fancy a quick ten minute read of the full piece
On the home front we are now a month into the new place and things are starting to settle down.
We’ve had a number of decent results from Persimmon over the last week or two which I continue to put down to the fact that the guys on the site are far and away superior to the staff they employ in their head office. The site manager has continued to provide support and maintenance people to repair the snagging items we’ve picked up on in the first few months.
We also had a bit of a result on the broadband which was finally installed last week (A month after moving in and two months after being told we had to do it urgently in order to have it before Christmas). It hasn’t all been plain sailing on this side however…
We have fibre direct to our property which means we have a great big box in the cupboard under the stairs that the router has to be plugged into. Meaning at the moment if we want a wired connection we’d have to drag Ethernet cables out of the cupboard through the house. Whilst this doesn’t particularly bother me it probably would start to annoy the better half who is a bit more house proud then I am when it comes to looks. It would also probably present a bit of a trip hazard having 4 or 5 wires dragged around the house from the cupboard. So alas I’ve been relying on wireless which everyone knows isn’t as strong as wired. For a 100mb connection we are currently getting around 36mb (On a good day) with ping speeds in the low hundreds (Ping is important and is the time it takes for your connection to send and receive data from the exchange – its measured in milliseconds and anything above 100ms is poor). After calling our supplier we’ve found that Persimmon need to ‘cap’ the phone line in our main room so we can plug the router in that room and then wire up all of our equipment that way meaning the speed should improve. Hopefully this should be done this week.
Its not a massive issue but it shows it does pay to check everything in the property.
On the other hand at least we’ve not been as bad off as some of our neighbours on the estate who were expecting broadband to be installed on the same day as we did. It transpires that Persimmon managed to break through some of the ducting that protects the fibre optic cables for our neighbours. Damaging it and meaning they wouldn’t be able to have their connections set up. Not great
Other bits in the house are slowly being ticked off as completed and the house is starting to feel like a proper home. The walls continue to be my nemesis though and after having spent £50 in B&Q on a frankly ridiculous amount of different rawl plugs I’ve now found that the best approach is to go and buy 100mm toggle plugs in order to hand anything on the walls. Don’t make the same mistake I have! If on the other hand you are short of some rawl plugs then let me know and I’ll post you a few hundred out.
We still have a hybrid outdoor swimming pool/swamp type garden out the back of the house due to the continued wet weather which means Persimmon haven’t been able to rotavate it so far, but again this hasn’t been through lack of effort in trying and I have to say I admired the contractors who came and tried anyway even when their equipment started to sink into the ground. So I’m sure they’ll be more to report on that in the next week or two.
Keep reading and commenting!