Life is never dull at Customer Street

4 12 2007

I haven’t posted for a little while. It has been so busy here with all the exciting changes we are making to offer our customers an even better service.

Some of the projects have been a bit hush hush as we have to manage the process of rolling out changes for our staff. However, I am pleased say in the past two months we have implemented changes to our customer care designed to increase customer staisfaction and ensure that they get the best out of of excellent directory packages.

The biggest change has been to introduce Account Managers into our sales offices. This means that post sale our customer will have regular contact with the sales team to ensure they are understand what they have purchased and also to ensure that the customer is getting found for the services they offer. This might not sound like a big change, but it has involved hundreds of hours of development, testing and training to ensure we get it right.

We have also done a complete overhaul on the look and feel of QAD. users now have a much more intuitive interface and can easily access information about the case they are dealing with.

This is all amongst the usual demands of a dynamic business. My latest project is getting the fit out done for our new sales office in Huddersfield.

Life is certainly never dull at Customer Street!


A Measurement of Success

30 07 2007

How often does your business get things right? How often does your business get it right when things goes wrong?

Seth Godin rightly notes that sometimes customers are just waiting for your business to do something wrong so that they can complain about a long list of grievances they hold. In fact you may have found yourself doing just this when you have had no opportunity to give any feedback about how you feel you may have been treated.

We want to make it easy for the public, customers and staff to ask us questions or tell us things they feel we need to hear. So to make it easy we have set up a new e-mail address for you to send suggestions to:

Don’t forget if you feel that you have a serious complaint e-mail Graham Armstrong or Accountability Manager.

One measure of success for us is about how well we do things. Another must be how well we do things when it has gone wrong from our customers perspective. If you feel we have done wrong then tell us, tell me, tell Graham and we will do our best to get it sorted out. If we have done well please tell us that as well as people often do forget to say.