Posts Tagged ‘service’

Great Service Begins At The Top

Tuesday, August 15th, 2017

 

If you aspire to or are a pre-eminent global service business, shouldn’t the CEO’s communication and feedback systems with its’ customers reflect its’ pre-eminence and branding? Here is a recent example of personal response times from constructive customer service letters to European CEOs:

3 days, in person Ewan Venters, CEO of grocer, Fortnum & Mason

14 days, in person Nigel Wilson, CEO of insurer, Legal & General

135+ days, zero response Dame Carolyn McCall, CEO of budget airline, easyJet

645+ days, zero response Keith Gibbs, CEO of insurer, Axa PPP Healthcare

795+ days, zero response Rickard Gustafson, President and CEO of airline, SAS Group

Letter writing might be unfashionable in certain quarters but when a customer today makes the effort to put pen to paper, it is a common sense assessment that they are serious about their intent to point out a superior or underwhelming experience. Based on my anecdotal research, a great experience buying a tin of biscuits will elicit a 4x faster response from the CEO than buying a cumbersome life insurance policy, 45x faster response from the CEO than being stranded late night in a desolate European airport or 219x faster response from the CEO to acknowledgement of proactive service in a healthcare insurer! Why would a CEO’s office operate like that unless it is seriously disorganised, it doesn’t hold itself accountable for the promises it makes to its’ customers or it is simply arrogant?

© James Berkeley 2017. All Rights Reserved.

 

A Time And A Place

Thursday, July 27th, 2017

 

What is the price of privacy and silence in a workspace? Money and demand are abundant from small medium enterprises wanting more flexible offices, and investors hurtling after them with bags of moolala. WeWork, the co-working giant, announced today that it has raised $500 million from SoftBank and Hony Capital to fuel its growth in China. I am helping another ambitious group charm professional investors with their Mandarin Oriental-style idea and secure north of a $100 million backing. Indeed, I write this sitting in my own upscale serviced office located in the heart of London’s West End.  Yet there is one drawback that almost all of these co-working/serviced office operators have not properly addressed. Co-working is great until you want privacy and silence. You struggle like hell to find it. Hip canteen or dining areas, noisy club lounges, and expensive, clunky meeting rooms with time-consuming booking systems don’t provide real-time access to the seamless professional environment and image that your most discerning clients expect. Perhaps in a techie world but sorry, not in a professional services or financial services firm. It is like asking an Englishman to adhere to a relaxed dress code at a wedding, it is carnage. I am sorry but I neither want to work in or be seen as an underpaid HR manager ghosting in a Starbucks mid-morning. Whether we like it or not, informality in a business setting has its’ limits on how we think about ourselves, our productivity and our profit.   The operator, who can truly provide a workspace with “flexible” privacy and silence is really the one to throw serious money at.

© James Berkeley 2017.