“Would you like fries with that?” Is upselling upsetting the customer?
I’m currently arranging a new mobile phone contract. In common with most people I have very low expectations of the customer service I’m likely to receive. This is borne out of years of bitter...
View ArticleThe reality of air travel
International air travel can provoke many emotions. Airline adverts suggest we will experience a non-stop world of glamour, indulgence and pampering. But what is the reality? This is a look at how...
View ArticleLondon Olympics: why it’s good to whinge
Even before the first medal has been contested in the London Olympics it appears that Great Britain has already been crowned champions in one activity. According to a NY Times article we are a nation...
View ArticlePicking up a rental car: why does it have to be so painful?
It’s hard to believe any system could be so inefficient. Check into a hotel and, in any decent place you’ll have your key and be in your room in a couple of minutes. Arrive at the airport and you can,...
View Article$5 and an opportunity missed – a hotel customer service lesson
It really isn’t a big deal. I didn’t lose any money over the incident and the hotel acted fully within its rights. Yet by a simple action (or inaction) what had been a very pleasant stay ended...
View ArticleRule 1 of basic customer service: it’s about the customer, not you
I read a recent article written by a hotel receptionist (I’ve searched through my archives to try and find a link, with no success) that had me banging my head on the desk in frustration...
View ArticleReasons to fall out with a restaurant
A friend recently asked me for suggestions of where to go and what to do for their upcoming visit to London. As I was typing out a long list of recommended restaurants, it struck me how many...
View ArticleA tale of car rental woe with a happy ending
This was not our rental car. Obviously. I loathe every aspect of renting a car abroad. Even the process of booking a car for our recent Sicily trip took far too long; every time I was about to book a...
View ArticleComfortable hotels – why are they so rare?
“Your home away from home” is how many hotels like to market themselves. It’s an easy slogan to use, but for many hotel owners I am fairly sure that if they had to live in the properties which earn...
View ArticleWhy other people’s holidays are always great: the magic of cognitive dissonance
Ask a friend or work colleague about their holiday and the chances are that the description will fall somewhere between amazing, awesome and brilliant. In most cases we don’t need to ask; the bronzed...
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