I’m a bit of a DIY fan so I like nothing better at the weekend than trekking round the local DIY store gazing longingly at the latest power tools and wishing I could persuade someone to buy one for me. These days I like to shop at B&Q rather than some of the other big stores. Why? Because they give excellent Customer Service.
For me that means taking time to listen to the customer, understand what they’re saying and then go the extra mile to help meet their needs. That’s true whether it’s a DIY store, a financial services company or an airline.
Which brings me to a sad tale of atrocious customer service. Virgin Atlantic recently lost my luggage on a flight to Newark. An all too regular occurrence apparently – according to a recent survey by LV they lose about 1 in 8 bags!