From New Zealand's 'The Main Report':

Don’t Let Frontline Staff Do This

According to the editorial team of ‘The Main Report’ (New Zealand’s long-standing “business newsletter”), an organisation’s frontline staff should NEVER make any of these three statements to a customer:

  • “It’s our policy.” The purpose of this is to simply to shut someone down, TMR’s editors say.
  • “There’s nothing I can do.” There’s always something you can do, they challenge.
  • “It’s the manufacturer’s responsibility.” Your customer has a relationship with you, not your supplier, the editors point out.

Call Centres: Exercise this Simple Courtesy!


I’m writing this story whilst on a long wait for a “customer help representative” (from a large B2C organisation) to get around to answering my call.

After going through a considerable number of phone menu levels, I’m sitting here on indefinite hold with the same instantly recognisable, repetitive five bars of electronic “music” playing over and over in my ear.

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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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Customer 'LTV':

An Eye-Opener for the Ignorant

“Customer Lifetime Value” (“LTV”) is a principle of formal marketing that took a lot longer than it should have, to receive active consideration by today’s consumer-driven industries.

Despite its fundamentality, “LTV” is, in my opinion, still given insufficient (and more often, scant or no) serious attention.

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The True Stakeholder Experience:

Do CEOs Have Any Idea of The Experience Their Customers Are Having?

Do CEOs and other senior management executives really know what’s happening out there “on the ground”? And how important is it that they do, anyway?

As contentious as it may be, I’m prepared to go out on a limb and say that CEOs and other C-suite executives often know very little of what goes on in their businesses “out there” at “street” and stakeholder level.

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Thought for the Day


In today’s era of call centres, phone queues and super-smart technology, any organisation too tight and insufficiently respectful of its customers’ time to employ “Time In Queue” or “Position in Queue” announcement software doesn’t deserve to have customers.

And the Prize for Erroneous Information & Arrogant Call Centre Operators Goes To . . .!

Before banging its drum about its subsidiary’s “great level of service”, the Priceline Group’s management should, anonymously, get themselves on the other end of their call centre staff’s “service”. I wanted to alert this aggregated rental car booking service to a situation I thought its management should absolutely want to know about and to – on principle – seek a refund for an undelivered service.

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Your Privacy:

Do You Have Any Idea How Little of It You Have Left?

At the same time as Government agencies and corporations are banging on about the importance of privacy law compliance, they’re delightedly trading away your privacy in multitudinous ways, and largely without your knowledge.

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