Keep the customer satisfied (or not)
I've had a couple of experiences over the last week or so which served to demonstrate the importance companies attach to customer service these days. Firstly I ordered a gig ticket for something to do whilst I'm in New York later this month (New York? Why yes! I might even blog about it...). The package was duly Fed-Ex'd across the Atlantic and delivered to my home address, where of course it didn't get delivered because I was at work. After phoning up and being offered the chance to collect the package from their depot on some bleak industrial estate in darkest Enfield (no thanks), they agreed to deliver it to me at work. Which to be fair to them, they eventually did. Albeit at least three days after the originally specified day. Which was a Friday, with a window of 8:30am-5pm, for which I attempted to get into work early, but the bus was late, and I got in late, and stayed in the office until 5 even though everyone else left early for a colleague's leaving drinks,...