tag:blogger.com,1999:blog-7815640431651173676.post2204660748323650006..comments2024-01-01T23:38:31.538+00:00Comments on Faster Future: Possibilities now and beyond: The restaurant that designed out customer feedbackDavid Cushmanhttp://www.blogger.com/profile/09626601471173841299noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-7815640431651173676.post-46022257471361679942014-05-04T09:21:09.491+01:002014-05-04T09:21:09.491+01:00I know the pub in question well, and have had simi...I know the pub in question well, and have had similar, if not quite so bad, service experiences there. <br /><br />However, I would still go back. Why? Actually the food has been good, and value for money, especially if you have young kids who don't very often finish meals. You can always get table and the staff - lowly paid and overworked - are always courteous. And the killer - what's the local alternative?<br /><br />Because of that, they take the Ryanair approach to customer service. They offer all of the above, and there's nowhere else to go to obtain similar. Take it or leave it. Only when Easyjet started enhancing their offering did Ryanair (very recently) start providing better customer service and adding extra features and USPs. While I have no respect for the Ryanair and Marstons 'couldn't care less approach' to customer service, I can't help admiring their balls.<br /><br />Contrast that with Tesco. I have had continuously bad service from their home delivery for seven weeks straight. Without going into details, I have had to call customer service five times over that period with genuine issues about their service and product delivery. This is multinational who claim that their number one core value is, if I may quote from an excellent recently published business publication, "No one tries harder for their customers" and state "Our values guide us to change for the better and to change in better ways....". No Tesco, giving me a £5 voucher each time you cock-up isn't valuing you customer. Valuing your customer is investigating what went wrong and correcting it for nest time.<br /><br />Given Michael O'Leary's and Marstons straight-forward 'I provide a unique service so I don't care' approach to customer service' and the Tesco's 'let's spin some rhetoric around how we value our customers but not care enough to follow it through', I actually, just, prefer the former.Phil Whomeshttps://www.blogger.com/profile/09341262208534198634noreply@blogger.com