Tag: Customer Service

We are REALLY sorry, now about that hard sell?

Posted on by graham

Some weeks ago I received the attached message and new credit card form Citicards: Security Notice I was not happy to hear that my personal data may have been compromised, but at least I live in a State that requires that a company tell me when such an event happens. In too many places that is still not the case and such an event can be quietly forgotten, more than six years after California became the first state to require such disclosure. … If one of my clients is ever in that situation my advice is to apologize, be contrite and ask what the company can do to make amends. … And to add insult to injury, I can no longer download transactions from my Citicard account into Quicken which I use for my business and personal finances. 12 weeks later, I still can’t.

It’s the Experience……

Posted on by graham

As it happens I was driving – via the Mojave desert and a few days of photography on the way down, and Yosemite for more pictures on the way back (you can see the results at www.brearleyphoto.com) and so chose my arrival to coincide with a drive through the Mojave National Preserve. … I get that she was completing something for the previous guest, but no greeting, no smile, no ‘I’m sorry, this is going to take me a moment’, I stood there, ignored whilst the people after me who were ushered to other clerks departed for their rooms.

Can you give your customers away?

Posted on by graham

This of all relationships was the most personal and close to home – my entire financial data and life – was simply passed on to someone I didn’t know – and I was told after the event. … I got a (very) strangely written form letter – it didn’t say so, but I got the impression that they were being obliged to close down by Ford – which said that there were two alternative Ford dealers close by.