The Good The Bad and The Ugly

The Good The Bad The Ugly - You Decide Which is Which!
The Good The Bad The Ugly – You Decide Which is Which!

Wow! I had a weird fifteen minute burst of three very different customer experiences today.

The Ugly

I was contacted by International Business Development Group. They are running a business event on engagement in November and wondered if I would like to attend? It quickly became clear that there would be costs associated with this and though I kept asking for more information about these “associated costs”, all I got in response was more sales pitch on why this thing was such a must attend event. The pitch rapidly got harder and harder and the crux of the matter, yup, those “associated costs” seemed to get further and further away. After my umpteenth interjection I was told that I could attend this event for an investment of only £14,500. Game over – but even then I couldn’t stop the sales pitch. In the end I had to get quite direct and hung up, after letting the person know that’s what I was about to do. Hard Selling – Ugly.

The Bad

Within seconds the phone rang again. This time it was British Gas, they had some information for me. The information was about reduced gas prices. I’ve been contacted many times by British Gas and each time I politely ask them to mark my records – no phone contact. The lady from British Gas was polite enough but I know where to go to find out about gas prices thanks very much. If I want you – I’ll call you. Poor Record Keeping – Bad.

The Good

After the two phone calls I needed to take my frustration out on something. So I did a quick blast of vacuuming with my Dyson DC23 Animal. It’s a beast of a machine and sucks up pretty much everything in its path – yeah! Two minutes in the turbine head gave out with a satisfying mechanical BANG! I phoned Dyson and within a minute I was speaking with the customer service team – they’ve ordered me a new turbine head and it will be with me in around five days, free of charge. Listening, Understanding, Responding – Good.

I dread to think what passes for sales training at IBDG. I wish British Gas would take notice of my request. I love the customer service experience delivered by Dyson.

Author: Doug Shaw

Artist and Consultant. Embracing uncertainty, sketching myself into existence. Helping people do things differently, through an artistic lens.

5 thoughts on “The Good The Bad and The Ugly”

  1. Hey now! Just a quick follow up – my brand spanking new Dyson super turbo vacuum head thingie arrived yesterday. Two days after Dyson offered to replace it. Fabulous service – good work Dyson!

  2. We’ve had great service from Dyson too – twice. An absolute pleasure to deal with.

    Unfortunately I have bad news for you. If you’ve landed up on the telephone list of International Business Development Group you will be plagued forever with hard sell drones. I tried on many occasions to ask them politely to remove my name from their mailing list. When that didn’t work I asked their Sales Director to arrange for that to happen – still no joy. Last resort: I now simply say I’m too busy to talk to them and hang up.

  3. Dyson is also one of the exemplars in our book “The Best Service Is No Service” – they reduced customers services by 40 people, because they monitored closely the root causes of calls and eradicated them in design and manufacture

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