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5 Things Never to Say
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GETTING IT RIGHT

Mainfreight . . . My Heroes!

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Who else but Mainfreight goes to this degree of effort to pad up a used boardroom table?

Is Mainfreight a pretty special company, or what?

A company with the ultimate “can do” ethos, Mainfreight continues to get a thumbs up all the way from this customer.

A couple of months ago, I needed a newly-imported, super-sized, delicate electronic printer whiteboard to make its way from a small town in the North Island, to my new videoconferencing studio in the lower half of the South Island.

The catch was I needed it to get from Point A to Point B . . . overnight. For which it had to go from said small east coast town in the North Island, up to Auckland, back down to the interisland ferry and across Cook Strait, and on down towards the bottom of the South Island . . . all within 24 hours.

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Allied Pickfords . . .
The Not-Quite-So ‘Careful Movers’

This article will prompt you to be very, very careful the next time you select an international removalist.
After a brief but enjoyable stint in Brisbane, I returned to New Zealand in November of last year . . . making the regrettable choice of selecting Allied Pickfords to pack and ship my effects back across the ditch.
‘Tell Us the Three Most Important Things About Your Move’

Export packing and shipping. . . Allied Pickfords-style


  • For readers following this unfolding story, here’s the latest update, hot off the press. After ignoring all my communications for a full month, I finally provoked a “response”. Well, sort of. More the response you get when you’re not getting one.

This article will prompt you to be very, very careful the next time you select an international removalist.

After a brief but enjoyable stint in Brisbane, I returned to New Zealand in November of last year . . . making the regrettable choice of selecting Allied Pickfords to pack and ship my effects back across the ditch.

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House Removal Disaster:

How to Make A Bad Situation A Whole Lot Worse

After ignoring all my communications for a month, I finally provoked a “response” from Allied Pickfords.

Well, more the response you get when you’re not getting one.

This (the receipt of an insurance claim form template and a two-sentence covering email), came either as a result of:

(a)  My phoning and emailing around half of the Australian branches of Allied Pickfords and a handful of New Zealand branches asking them to forward my communication to “someone who cared”, or

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Hiding Big Brother:

Southern Cross Puts Positive Spin
on Reduction of Choice

If you’re a suitably cynical and sharp-minded consumer, you’ll have noticed the tendency of medical insurance companies to send out a happy, cheery, positive letter/newsletter whenever they want to announce something that isn’t actually so cheery at all. (Premium rise announcements typically take this thinly-disguised form.)

Last week, Southern Cross Health Society, New Zealand’s most-recognised, “household name” medical insurance provider, of which I am a policyholder, sent me a letter.

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‘It’s the Putting It Right that Counts’

Recently, my professional world was turned upside down and inside out when a household-name removalist company lost (among numerous other items) a series of large plastic crates containing the in-progress manuscripts of a number of my books and other professional works.

Stunned at the way in which the matter was handled (or rather, not handled) by the company’s management on both sides of the move (i.e. Australia and New Zealand), I set about the exercise of gaining insights into the removalist industry.

My enquiries around the New Zealand sector led me to industry icon Errol Gardiner – the Chairman of one of the country’s largest household relocation enterprises, New Zealand Van Lines. 

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Be Savvy With Your Information

One of my real hobby horse issues is privacy . . . of which each of us has very little left, and certainly far less than we assume.

As always, I urge readers to think twice about the necessity for disclosing their personal information to any organisation – public or private – before they simply plop it into the fields of online forms and the like.

Assumptions that an individual can take at face value – and rely upon the supposed integrity of – broad-brush assurances that “your information will be kept in the strictest confidence”, are naive.

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'Truth in Labeling’ Should Apply Universally:

Manufacturer Conceals Use
of Controversial Ingredient In Pet Pharmaceutical Product

Attention Pet Owners:

Love your dog?

Don’t potentially kill him or her with misplaced kindness by feeding them “health products”, the ingredients of which are not fully listed or disclosed.

I’ve endeavoured, thus far unsuccessfully, to take Bayer Animal Health to task over deliberately concealing the inclusion of the animal cancer-causing ingredient

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‘Your Call Will Be Recorded for “Quality & Training” Purposes’

Firstly . . . bullshit. If your call was being recorded for “quality and training” purposes, with the volume of customer calls that are recorded each day, there’d be a lot better-trained call centre operators, with a lot better manners, offering more efficient service than is my regular experience.

So, a strong word to those organisations and agencies that feel the need to record every word spoken by their (paying) customers:  Let’s have a bit more honesty, eh?

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CRUEL 'COLONY' CON:

DROP CAGE-LAID EGGS, COUNTDOWN!

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To all you compassionate consumers out there:

When you see a carton of eggs labelled something to the effect of “colony laid” – don’t be fooled.

You could be forgiven for allowing the term to conjure up images of happy hens pecking around with other happy hens in a happy little community.

Nothing could be further from the truth.

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‘Customer Life Time Value’ . . . A Great Example of Getting It Right

I recently wrote about the importance of recognising a Customer’s “LTV”, or Life Time Value i.e. the economic value of that customer throughout the full duration of his or her relationship with your business. In this article, I bring you a classic example of an enterprise I deal with that gets it very, very right in that regard . . . at least in its relationship with me (and I assume, therefore, with its broader customer base).

(Left to right)  The Hardy’s Paraparaumu team:  Judy Tihema, Denise Garnham, Michele Kelcher (store manager),  Amanda Adams, Jenny Forster

I recently wrote about the importance of recognising a Customer’s “LTV”, or Life Time Value i.e. the economic value of that customer throughout the full duration of his or her relationship with your business.

In this article, I bring you a classic example of an enterprise I deal with that gets it very, very right in that regard . . .

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