More Than. Connected.

In the UK Customer Service Institute satisfaction figures, we see local businesses emerging with good results. I think this is because small local businesses worry less about things like vague customer satisfaction figures, and more about personal, community connected service. Too often big brands risk losing that sense of connected service as they strive to hit a spurious measure. In this example, More Than behaved towards me as though connected service delivery is everything. That’s how it should be done. Deliver service purposefully, and the scores will come.

This morning I sent a note to manages the claim assessors at my insurer, More Than.

“Unfortunately we had a break in recently and my bicycles and various spares and accessories were stolen. David Tullett was appointed as our claims assessor.

I’m sure no one reacts well to having things stolen but my road racing bike in particular is something I miss having. I am very grateful to David for the sensitive and prompt way he dealt with our claim. He’s a credit to your company and the world of insurance generally. I’ve told a lot of folk how impressed I’ve been with the way he has dealt with me and our claim. I wanted you to know too. I understand that your company takes customer service seriously (and so it should), and David is a great example of how to do it, and get it right. It’s very easy to complain when things don’t go to plan.

Personally I believe we should remember to say well done when good service is delivered. I hope you agree.

I’ve had a guess at your CEO’s email address as I think it’s important he sees this too. If I have guessed the email incorrectly please can I ask you to forward on my note of thanks to him?

Much obliged

Doug Shaw

A Happy Customer!”

15 minutes later I was sent a note from the CEO of my insurer.

“Doug.  You guessed right and thank you for taking the time. I will email the people who have helped you and personally thank them.

Kind regards – Adrian”

Good work More Than, Good work David, good work Adrian. Connected service.

Healthy Habits

Dashing around London yesterday I spotted this sign in the doorway of Holland and Barrett.

Great idea! Will this single act save the planet? I doubt that, but if it achieves nothing else it will reduce the number of plastic bags blown on the wind into parks, playgrounds and high streets. Good work Holland and Barrett. I wonder what is stopping other retailers from pursuing a similar tactic? Why can’t the big supermarket chains just go ahead and follow suit? Come on Tesco, Sainsbury, Asda et al, get together, and agree to start charging your customers for plastic bags, or better still, just stop providing them at all. We’ll soon figure out more sustainable ways to get our shopping home, trust us, we will.

9 Ways to Deliver Common Sense Customer Service

I really enjoy a visit to David Zinger’s site. He gets lots of folk involved in what employee engagement means. Like David, I believe that engagement is essential for the delivery of great service. Another guy who thinks the same is Phil Gerbyshak. Here are Phil’s 9 ways to deliver common sense customer service. Headlines only – take a trip to David’s excellent website for a bit more detail.


1. First impressions matter (a lot!)
2. Tune the customer in and the world out – When your customer is talking, listen to what they’re saying.
3. Please and thank you still count – Remember those manners your parents taught you? Use them…ALL THE TIME!
4. You don’t know everything (but you better still find the answer) – When you read it, you know it’s true.
5. Customers aren’t always right (but they are always the customer)
6. People’s names are like gold (learn them fast)
7. Your name matters too – Take a few moments to introduce yourself too.
8. Complaints are great– Complaints are an opportunity to fix what’s wrong.
9. Service recovery matters (a lot!)