customer service
Customer service, sad to say, is one of my pet obsessions. Perhaps because I spent one hour in my local bank branch on Monday, on the phone to my bank’s national telephone line, intending to jump through some absurd identity proving hoops to enable me to get money out of the account which belongs to, hmmm, me. That’s another (irrelevant) story though clearly one that gets me quite agitated.
But back to the point. Higgidy - excellent customer service. Hence their swift reply to a pointlessly fawning email from me. The Apex Hotel in Dundee is my other favourite example of the moment. I stayed there last night after groups. I love staying there though I can’t quite work out why. A nice enough hotel. Great location, comfy beds, nice enough food. All the basics are right. I hadn’t been there for a while before last night and I’m normally up and down there fairly regularly. So yesterday, on arrival, an envelope in my room:
Dear Miss Wood,
Welcome back to….
We are always pleased to welcome regular guests back to the hotel and in recognition of your loyalty we would be delighted to offer you a complimentary movie package….
Delightful indeed.
Now as it turned out, the DVDs were Into the Blue (Treasure has its price was the sinister strapline) and An American Haunting. Anyone that knew anything much about me would not have chosen these two films as my evening’s viewing but obviously that isn’t really the point. Some old tired DVDs that no-one really wants to watch anymore did indeed make me feel like they might care a teensy bit about the fact that I hadn’t been there for a while. And I liked that a lot. Hats off to them and their CRM strategy.