Appliance Care
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John Giffard “Styles” Brook Road Cullompton Devon EX15 1DS Telephone: - 01884 38549 13th February 2009 Mr S. Pearson Appliance Care 4 Grace Road South Marsh Barton Trading Estate Exeter EX2 8QE Dear Mr Pearson I would be grateful if you would like to let me have a quotation for the gas boiler in my home to be serviced once a year. However I would like to say that as regards your service to me as a customer in relation to a 15” Murphy TV that you attended to on behalf of another company related to Littlewood’s/Janet Fraser, your company communication skills are very sadly lacking. I spent 30 years dealing with the public as a Land Mobile Radio Engineer and all of my customers thought I was the best thing that had ever happened to them purely because I kept the informed as to what was happening to their equipment when it was away for repair. It did not matter that it had not been fixed, but their concern was that I kept them informed at ALL times. Now I know from meeting your engineers that they know their jobs which impressed me as a former engineer myself. However, what has not been done is to either get them, or the office, to inform me, the customer, what is/has happened to their equipment when taken away for repair. I had to phone your office in order to find out that the TV was irreparable due to the fact that the board that was defective was no longer available as a spare and that the intermediary company acting for Littlewoods had informed them and that Littlewoods would be contacting us by letter. Almost needless to say, no contact has been made!! Now in my opinion, which probably is not going to be considered, as it means extra work for your company, you should have informed me what and why it was happening and not left me hanging in mid-air wondering what was occurring. In this way I would have been updated and could have chivvied Littlewood’s up to get their finger out and advise me what they intended to do.
2. I am sorry if you think that I am teaching you “how to suck eggs” as the saying goes, but I’m afraid that the older I get the more cynical I get about the lack of communication there is between customers and suppliers of services. Therefore, please don’t take it as a personal insult, but more as a word of advice from an old geezer whose been there and reaped the benefits of informing the public at large as to what is happening etc: etc: A lot of my friends who had businesses themselves heeded what I said and increased their turnover, mainly because people felt that they had their interests at heart. Just give it a try please. Right that is the end of the “Reith Lecture” on how to run your business. Please advise when one of your merry men will be along to have a look at the boiler please. Yours sincerely
John Giffard
John Giffard “Styles” Brook Road Cullompton Devon EX15 1DS Telephone: - 01884 38549 E-mail: - [email protected] 16th February 2009 Mr S. Pearson Appliance Care 4 Grace Road South Marsh Barton Trading Estate Exeter EX2 8QE Dear Steve Pearson Thank you for your telephone call this morning to explain who, what, when and why concerning the Murphy TV etc:. It was very gratifying to me personally to find there is yet another soul on this planet who has the courtesy and good sense to speak to a dreaded customer. (As the Aussies say: “Good on yer Blue”) Seriously though, I do really mean it, as it is rare in this day and age. Most times one doesn’t get the consideration of an answer. Anyway, confirming the rest of our ‘conflab’ that you are prepared to service our Potterton Back Boiler at a suitable date in January or February 2010. The cost would be in the range of £80.00 plus, the exact price you quoted I have forgotten. Please advise. If possible I would like to set up a Direct Debit in order to alleviate the shock of a large bill arriving on my doorstep which could give me a heart attack, if I had a heart, according to my better half! As soon as you reply I will cancel my DD to British Gas and make the new DD over to Appliance Care. Yours sincerely
John Giffard
2. I am sorry if you think that I am teaching you “how to suck eggs” as the saying goes, but I’m afraid that the older I get the more cynical I get about the lack of communication there is between customers and suppliers of services. Therefore, please don’t take it as a personal insult, but more as a word of advice from an old geezer whose been there and reaped the benefits of informing the public at large as to what is happening etc: etc: A lot of my friends who had businesses themselves heeded what I said and increased their turnover, mainly because people felt that they had their interests at heart. Just give it a try please. Right that is the end of the “Reith Lecture” on how to run your business. Please advise when one of your merry men will be along to have a look at the boiler please. Yours sincerely
John Giffard
John Giffard “Styles” Brook Road Cullompton Devon EX15 1DS Telephone: - 01884 38549 E-mail: - [email protected] 16th February 2009 Mr S. Pearson Appliance Care 4 Grace Road South Marsh Barton Trading Estate Exeter EX2 8QE Dear Steve Pearson Thank you for your telephone call this morning to explain who, what, when and why concerning the Murphy TV etc:. It was very gratifying to me personally to find there is yet another soul on this planet who has the courtesy and good sense to speak to a dreaded customer. (As the Aussies say: “Good on yer Blue”) Seriously though, I do really mean it, as it is rare in this day and age. Most times one doesn’t get the consideration of an answer. Anyway, confirming the rest of our ‘conflab’ that you are prepared to service our Potterton Back Boiler at a suitable date in January or February 2010. The cost would be in the range of £80.00 plus, the exact price you quoted I have forgotten. Please advise. If possible I would like to set up a Direct Debit in order to alleviate the shock of a large bill arriving on my doorstep which could give me a heart attack, if I had a heart, according to my better half! As soon as you reply I will cancel my DD to British Gas and make the new DD over to Appliance Care. Yours sincerely
John Giffard
