Boohoo; Bad Communication

Customer Service

Customer Service

Following on from my ‘Wow Moment’ with DPD post I’m going to use delivery service (as provided by all online retailers and some high street ones) as a handy example of how communication is paramount to keeping a customer happy.

Sadly, the focus of this post is on a business that has failed to communicate appropriately with a customer.

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The importance of good communication

The importance of good communication

The importance of good communication

Today I had the worst journey into work all year. It took me 3 hours to get to work when it should have taken about half of that. Due to my lateness, and the fact that I am keeper of the office keys,  a number of my colleagues were left out in the bitter cold.

Now I should be livid about the whole thing, and I am slightly, but my anger is nowhere near the levels it has been in the past. The reason for this was, simply, communication.

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Joined-up Jubilation Communication

Jubilee Celebrations

Jubilee Celebrations, Claire Sutton

You’d be forgiven for thinking that the Queen’s Diamond Jubilee celebrations are a slightly off-piste topic for PRSupdate.  But bear with me; I’ve got my ‘communications’ hat well and truly on for this post!

At the weekend, like hundreds of thousands of other people up and down the land, I went to a street party.  To be totally up front, I have to confess that it wasn’t on my street, but having helped a friend fund-raise for theirs, I was officially invited to gate-crash.

What was apparent was that it was organised to within an inch of its life and everything ran like a well oiled machine.  The children’s tea party started on time, the entertainment was right on schedule, the mini-Olympics and prize-giving went like clockwork and the food was not only plentiful but also replenished with piping hot-of-the-BBQ fayre as soon as a platter became empty. Read more of this post

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The PRS in Numbers: Q3 2011

Every quarter, the Young Index investor sentiment report presents a snapshot of the Private Rented Sector (PRS) by polling the expectations of individual investors.  The research covers appetite for investment, capital growth and income expectations and, this quarter, the perceived impact of professional asset management.

Here, Young Group presents the Q3 2011 headline statistics; the PRS in numbers.

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How Do They Get My Number?

On my walk back to the office earlier, I noticed I had two voicemails. They were left 21 minutes apart. Both messages were from Ed who works for Vanet Estate Agency based in Canary Wharf – I would include a link to their website but it is not working.

Vanet Estates called me a few months ago on the same topic. Somehow they have my personal mobile telephone number and the knowledge that I own two properties in a certain development – including the actual property numbers. They are cold calling me to try and get me to use their agency. When a lady called me last time I asked how she had my number, she said she was just given a list by her manager to call and had not been at the firm very long. I have subsequently found out that she has been with the company for at least three years.

Why does this annoy me so much? Main reasons:

1. How do they get my personal details?

2. The voicemail they left could worry another landlord who did not know the real reason for the call

3. The agent is not acting in a transparent nature – if this were a fully regulated industry this behaviour would not be allowed

What amuses me is that Ed called the same mobile number, with the same owners name (mine) and leaves a similar voicemail – the fact that he does not notice that he is calling the same person makes you question Vanet Estates attention to detail.

Also, when they spoke to me last time I stated my displeasure at the call and pointed out that I had my own agency – Young London – and not to call me again. Clearly their administration is not good.

I will be writing to the property Ombudsman about this matter. Has this happened to you?

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Boots Batters ASOS in Customer Service Stakes

asos
ASOS Website

What Can Property Learn From Retailers?

Customer service

has been high on my hit list for as long as I can remember – and it’s been even more of a priority since we switched to rewarding our Young London letting agency’ s property consultants based on their customer service feedback scores, not on commission.

It was a radical departure from the traditional agency model and is already reaping rewards – but plainly it’s only successful if you’re delivering great customer service.

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