Poor service worse then recession
Being unable to see their business through customers’ eyes loses more business than the recession. So says Michael McLaughlin, for twenty-years a business vetting manager for the Guild of Master Craftsmen. The biggest haemorrhage of assets is the loss of goodwill caused by de-motivated staff.
As fast as service providers generate business through imaginative cost effective advertising, they lose it because of poor staff training and management. The average customer can reel off a dozen businesses they no longer frequent because they have been offended by poor customer service. It is the self-inflicted recession that never goes away.
AMERICAN BEST PRACTICE
The chairman of an American car making giant was the first to see the light. He couldn’t understand why Japanese rivals were outselling his company’s equally good products. Delegating members of his staff as make believe customers he sent them to his firm’s dealerships … and to Japanese outlets.
Declaration War and Peace
7th July 2009
Dear Companions,
On the 2nd October 2008 I was repatriated to Sicily.
I do write with concern to the cessation of war.
I do urge the cessation of violence and hostilities.
.
The Resolution 55/282 was adopted at the fifty fifth session, 7th September 2001, 11th plenary meeting, by the competent organ of the United Nations.
The General Assembly directed to in writing the subsequent declaration.
"Invites all Member states, organizations of the United Nations system, regional and non-governmental organizations and individuals to commemorate, in an appropriate manner, the International Day of Peace, including through education and public awareness to co-operate with the United Nations in the establishment of the global ceasefire. "
The International Court of Justice shall be the principal judicial organ of the United Nations.
The International Court of Justice shall function in accordance with the annexed statute, which is based upon the statute of the Permanent Court of International Justice.
Death wish costas
I watch as Guardia Civil officers enter the lively restaurant whilst ignoring the Chinese sellers of bootleg CDs standing in groups outside. Identifying the eatery’s owner they tell him in no uncertain terms that he must stop the live music or he will be closed down.
The officers’ visit leaves tourists and diners crestfallen. They came to enjoy the sub-tropical atmosphere and entertainment. Shaking their heads in silence they look at each other resignedly as the truth sinks in.
Nothing underscores better the reason why tourists are deserting the Costas in their millions. A festering culture of antipathy towards tourism and la dolce vita Spanish-style has set in. Reason seems to have deserted the policy makers.
A fellow diner says: “If their purpose is to return Benidorm to fishing village status they could hardly do it better. There is no need for eastern Mediterranean resorts to pass the brown envelopes in pursuit of high-spending tourists: the Spanish do it unpaid. They are misguidedly reversing the gains of decades.”
HANDING IN THE KEYS
The Poor Man’s Solution
Handing in the keys by hard pressed homeowners unable to meet their mortgage payments can lead to collateral damage that worsens the problem. The banks, the biggest unwilling estate agents in the UK and Spain are not happy. Repossession proceedings are time consuming and expensive. The procedure can take up to three years and there is the additional haemorrhage of lost interest and legal fees.
The legal procedure known as a Dación en Pago may be a better option for the defaulter who may otherwise face years of legal wrangling and even bankruptcy: The outstanding mortgage is still an obligation as are the additional costs in the event of default.
Put simply it means surrendering the keys to the bank by formal declaration before a notary. In return the bank agrees to cancel the balance owing and release the mortgage holder from further liability.
SPANIARDS AIR VIEWS ON CORRUPTION
The El Mundo daily newspaper has been running a series of surveys of its readers to find out what they think of various aspects of national life at the end of the first 30 years of democracy. Some of the results have been very damning, but it's doubtful that the politicians will take much notice of them. Contrary to popular belief, the Spaniards are not indifferent to corruption in high places and know exactly where to place the blame: Socialist politicians, local builders of all political parties and local councils of all political hues. More than 27% said the current Socialist government was more corrupt than the first one under Felipe Gonzalez (24%). Only 14% said the Partido Popular government headed by José María Aznar was corrupt. More than 62% said the politicians were the most corrupt, followed by the judiciary (14.4%) and the media (9%). As for politicians, the most corrupt were those in local government. On the economic front, nearly 60% thought the construction was the most corrupt, followed by the banks (18%). Nearly 80% want to Constitution changed in order to put limits on the nationalist parties while at a local level, the party that gets the most votes should form the local council, doing away with alliances between minority parties. And two thirds of those question said they did not believe that the whole truth about the 2004 Madrid bombings had been told.
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NEVER SHOP AT NIKE STORE ON LINE
Letter from one of our readers:
I have worked in customer service for over 12 years of my life.
I new I had seen it all but its different working in customer service than being a customer that requires service.
My experience at the NIKE store on line gave me a new meaning of customer service.
At my former employers we were always told to go above and beyond to help the customer and as well make sure we rectify a situation especially if we can see that it is our fault.
Obviously NIKE does not operate on the same code of ethics.
Its bad enough that this is the same company that was underpaying overseas employees that were children
but to also give bad customer service after rebuilding your name is really not the smartest thing to do.
My experience with NIKE has been the worst experience involving customer service in my life.
I went to NIKE's website NIKE.COM and ordered a pair of shoes as a gift for a close friend of mine but I put in the wrong size.
Read Whole story here:
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SIGN OF THE TIMES
When Andalucia's regional television channel, Canal Sur, recently advertised 112 jobs in different departments, it received an astonishing 18,700 replies. A third of the openings are for receptionist-telephonists, gofers and administrative clerks while another third are distributed among production, the newsroom and scriptwriters. The rest are for technicians, cameramen, and maintenance people. Job interviews began last week at the Congress Centre in Seville.
DOZEN GOOD DOWNPOURS NEEDED
A spokesman for the Cuenca Mediterranea Andaluza (Mediterranean Water Board) said last week that Malaga needs another dozen downpours like the recent ones ten days ago or six weeks of steady rain to end the drought that has been affecting the province for the past four years. Antonio Rodriguez Leal said the province would need 40% more rain above the annual average of 560 litres per square metre, that is, 800 litres per m2 to fill the reservoirs, which are still too low.