How to Frustrate Your Customers & Make Their Lives As Difficult As Possible

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Today I came across the boarding pass for a flight between Brisbane and New Zealand on November 6 last year.

Not knowing whether or not my travel agent had registered my Air New Zealand “Airpoints”, I endeavoured to access my Frequent Flyer account to check. I must have changed either my user name or password since I last accessed the account. The “re-set password” function didn’t exactly do what one might have generally expected it to do, and netted no joy at all.

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GETTING IT RIGHT:

A TOP-NOTCH B&B EXPERIENCE

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I am the world’s worst traveller. I hate being subject to the noise of neighbouring room occupants, I detest having to sleep anywhere else but in my own bed, and I have an uncompromising need for cleanliness.

I also like a bit of luxury when I travel . . . my justification being that, if I’m forced to leave the comfort of my own environment, I at least want the same appointments that I have in my home.

These requirements and sensitivities in mind, staying at a “bed and breakfast” is a risky proposition . . . but, on the odd occasion that it does pay off, it does so in spades.

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GETTING IT RIGHT:

FINE DINING . . . ON ALL FRONTS

Jarno Lehtinen (left) and Jacob Phillips (right), frontline staff at the highly recommendable Cod & Lobster Brasserie at the “top of Trafalgar”, the bars-and-eateries end of
Nelson’s main street.

Regular TPOC readers will know that a business doesn’t have to be or do anything particularly earth-shattering to appear as a “Getting It Right” story on this blog. Sometimes, it’s just an unexpectedly strong customer service ethos that gets me waxing lyrical.

Such is the case as a result of stopping into the Cod & Lobster Brasserie in Nelson this week for a nightcap.

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

Before banging its drum about its rentalcars.com 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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