Thoughts on creating disruptive organisational transformations with design thinking.
Wednesday, February 08, 2006
Melt/Flow
My mate Luke has put his snow-boarding blog on hiatus. Obviously, he was tired of getting bombarded with zillions of inbound page-views from the link I have had on the ThoughtPort blogroll for the last year (wink). He has not hung up his snowboard and taken to sitting on his posterior like the rest of us. He has not given up on his blogging either. Rather, he is off on another earnest sporty adventure. This time training for an ever-so-slightly completely mental 24-hour canoe race. Go on and make yourself feel all unfit, (and learn about boat tippiness) by reading all about his progress at his, er, Paddlelog.
Going The Extra Mile
Here is a good customer experience story. Last week I bought a stale bag of O’Briens-branded Pan Fried Crisps at one of their coffee shops. The crisps were all stodgy and stuck together. Given that these were higher-priced luxury crisps, I decided to exercise my consumer rights and posted the pack back to the manufacturer. I had a similar experience with Tayto a few years ago and was sent a pretty formulaic letter and, incongruously, a voucher for Dunnes Stores.
I was expecting a somewhat similar treatment in this instance. Instead I got a very pleasant apologetic phone call from the representative of Perri’s Crisps who produce the crisps for O’Briens. She also arranged to deliver some sample packs to me. It turned out Val had to be at the airport on the morning in question, leaving our house unoccupied. Breaking from a six-hour workshop, I found two voice-mail messages from the Perri’s representative: she was personally delivering the crisps and had called to our house twice! There were a few more messages waiting on my landline when I got home that evening. She eventually called over again on Saturday and brought a whole retail box of crisps – that contains sixty packs! Talk about over-delivery!
It is good to experience such a real example of an organisation going the extra mile to address an issue, hence this blog post. The lesson I take away from this is: fix your mistakes fast.
Technorati Tags: Perri Crisps | Customer Service
I was expecting a somewhat similar treatment in this instance. Instead I got a very pleasant apologetic phone call from the representative of Perri’s Crisps who produce the crisps for O’Briens. She also arranged to deliver some sample packs to me. It turned out Val had to be at the airport on the morning in question, leaving our house unoccupied. Breaking from a six-hour workshop, I found two voice-mail messages from the Perri’s representative: she was personally delivering the crisps and had called to our house twice! There were a few more messages waiting on my landline when I got home that evening. She eventually called over again on Saturday and brought a whole retail box of crisps – that contains sixty packs! Talk about over-delivery!
It is good to experience such a real example of an organisation going the extra mile to address an issue, hence this blog post. The lesson I take away from this is: fix your mistakes fast.
Technorati Tags: Perri Crisps | Customer Service
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