Is your service better than BP’s?

Shiela Fielding wrote to me during the week telling me of some wonderful customer service she received from the ‘Madura Tea’ people. (They make Earl Grey Tea)

It’s great to hear of bigger companies ‘listening’ to their customers. Unfortunately many don’t. About six weeks ago I had a bad service experience at a BP gas station/convenience store. I wrote to the company via their web site, which invites feedback. Several days later, after receiving no reply, I telephoned. "No" I was told "you can't speak to The Managing Director, he doesn't handle complaints. I’ll connect you to the appropriate person."

I was connected to the 'appropriate person' but I could only speak to the answering machine of the PA to the 'appropriate person'. So, I left my message. So far I've heard nothing back from the 'appropriate person' or anyone else for that matter.

I used to spend in the vicinity of $150 per week on gas for several cars and groceries etc. I guess that's not enough to make it important. And you know what....in the not too distant future, BP will do a survey to ascertain why trade is dropping in this location! The lesson, of course, is the old adage “A chain is only as strong as its weakest link!”

I wish you a ‘strengthening your weakest link’ week.

Sincerely

Max Hitchins

The Hospitality Doctor - Creator of the Zebra Marketing Principle

Prescribing remedies to fill your rooms, restaurants and bars.

PS. Last week one of my credit cards was billed $10,000 for expenditure I supposedly made in Paris. Problem is I haven’t been to Paris for ages. I’m now doing battle with the Credit Card company. Tell you more about this scam next week.