Saying thank you.
Discussion
The other night at 11 the phone rang. My wife's grandparents, frail and in their 80s were at a neighbour's house because fire had broken out next door and had spread to their home.
We live 30 miles away but got there pretty quickly to find firefighters tackling the tail end of the blaze.
I watched first hand, well trained professional people doing their job. They were also great with the grandparents and other neighbours. Gentle caring and reassuring with a great helping of good humour. Gramps at 87 even began to enjoy the fuss, big fire trucks, floodlights etc, telling the lads to grab some whisky from his drinks cupboard which of course they declined.
Next morning I did a bit of googling and found the chief fire officer's email. Just a note to say what I described above and a request that he pass my gratitude into his teams.
He replied within minutes and promised to pass on my comments.
I know they were just doing their jobs but their boss needed to know.
I once praised great service from a Land Rover service agent to Ralph Speith (SP?) after someone here got me his email. Her enterprising attitude resulted in my ordering a new car. The Disco Sport was just out. I was told I couldn't have one for an overnight test. She overheard my conversation with the sales guy as I was there for some warranty work and got me one as a loaner while mine was away getting paint corrected.
I placed an order after a ten minute drive home. She got praise from JLR top brass, commission and employee of the month.
(Yes she was reasonably hot, but not my type.)
I have a philosophy where if I'm prepared to kick off with a CEO because of bad service then I should also go to the top and praise great service too.
So, do you make the effort to get good service recognised? Or do you have the attitude that people are paid to do a good job so it's what you expect?
We live 30 miles away but got there pretty quickly to find firefighters tackling the tail end of the blaze.
I watched first hand, well trained professional people doing their job. They were also great with the grandparents and other neighbours. Gentle caring and reassuring with a great helping of good humour. Gramps at 87 even began to enjoy the fuss, big fire trucks, floodlights etc, telling the lads to grab some whisky from his drinks cupboard which of course they declined.
Next morning I did a bit of googling and found the chief fire officer's email. Just a note to say what I described above and a request that he pass my gratitude into his teams.
He replied within minutes and promised to pass on my comments.
I know they were just doing their jobs but their boss needed to know.
I once praised great service from a Land Rover service agent to Ralph Speith (SP?) after someone here got me his email. Her enterprising attitude resulted in my ordering a new car. The Disco Sport was just out. I was told I couldn't have one for an overnight test. She overheard my conversation with the sales guy as I was there for some warranty work and got me one as a loaner while mine was away getting paint corrected.
I placed an order after a ten minute drive home. She got praise from JLR top brass, commission and employee of the month.
(Yes she was reasonably hot, but not my type.)
I have a philosophy where if I'm prepared to kick off with a CEO because of bad service then I should also go to the top and praise great service too.
So, do you make the effort to get good service recognised? Or do you have the attitude that people are paid to do a good job so it's what you expect?
As a kid we were taught to send thank you cards for birthday/Christmas presents etc. My kids do the same.
Standard practice among their school friends seems to be for the parents just to send a ‘thanks for coming to Ava/Jack’s party and for her gifts’ message to the class WhatsApp group. Not a chance my two are getting away with that.
Standard practice among their school friends seems to be for the parents just to send a ‘thanks for coming to Ava/Jack’s party and for her gifts’ message to the class WhatsApp group. Not a chance my two are getting away with that.
I’ve done this a few times with hospitality service staff where they’ve really made an effort ... I’m of the same mind, I’ll happy contact senior execs / owners etc, for good or bad experiences respectively.
When I contacted hand made burger co about an amazing member of staff at the Wakefield branch they acknowledged it, promoted the member of staff and sent me a load of freebies! Win-Win
When I contacted hand made burger co about an amazing member of staff at the Wakefield branch they acknowledged it, promoted the member of staff and sent me a load of freebies! Win-Win
Absolutely. A young junior parts guy helped with a part for my daughter's old Skoda Fabia. He called back when he said he would, found the right part, brought it out to me quickly and was very polite. I left a note at the reception for the dealer principal to call and told him what a good job his lad had done. I've done that sort of thing a number of times.
Yup, I've done this a few times over the years where recognition was rightly due; sending an email to the CEO and Customer Services VP.
Vision Express: never had any response or acknowledgement
National Rail: Got a direct reply from the chief exec, and individual concerned was rewarded
Boots: Got a direct reply from the chief exec and PR exec, and individual concerned was rewarded
Cotswolds: Got a direct reply from the chief exec
I don't expect to get anything out of it (and never have); but just to know that the right people know is good enough. The reason I do it is that I know exactly the types of customer feedback that these people get ... and they are never positive; hence me doing it.
Vision Express: never had any response or acknowledgement
National Rail: Got a direct reply from the chief exec, and individual concerned was rewarded
Boots: Got a direct reply from the chief exec and PR exec, and individual concerned was rewarded
Cotswolds: Got a direct reply from the chief exec
I don't expect to get anything out of it (and never have); but just to know that the right people know is good enough. The reason I do it is that I know exactly the types of customer feedback that these people get ... and they are never positive; hence me doing it.
Kinky said:
Yup, I've done this a few times over the years where recognition was rightly due; sending an email to the CEO and Customer Services VP.
Vision Express: never had any response or acknowledgement
National Rail: Got a direct reply from the chief exec, and individual concerned was rewarded
Boots: Got a direct reply from the chief exec and PR exec, and individual concerned was rewarded
Cotswolds: Got a direct reply from the chief exec
I don't expect to get anything out of it (and never have); but just to know that the right people know is good enough. The reason I do it is that I know exactly the types of customer feedback that these people get ... and they are never positive; hence me doing it.
Ditto; where someone gives great service, you have received added value. It does not cost you anything (other than time and a few electrons) to acknowledge that with the big cheeses at the organisation.Vision Express: never had any response or acknowledgement
National Rail: Got a direct reply from the chief exec, and individual concerned was rewarded
Boots: Got a direct reply from the chief exec and PR exec, and individual concerned was rewarded
Cotswolds: Got a direct reply from the chief exec
I don't expect to get anything out of it (and never have); but just to know that the right people know is good enough. The reason I do it is that I know exactly the types of customer feedback that these people get ... and they are never positive; hence me doing it.
I believe its important to thank people for good service, anything from a genuine thank you to the person who has just attended me in a shop or a letter (remember those?) or email to the guy at the top.
Years ago while away on our narrow boat, Mrs Cube leaned against a piece of lock furniture that had just been painted, no signs to say so. Big white mark on a brand new fleece. Email to British Waterways (Canal and River Trust now) resulted in a cheque for £20 and asking for the bill for cleaning to be sent to them. Generous we thought, never did send them the bill.
Likewise, on the canal we were able to assist, in a very small way, at an incident. I was impressed by the way some CRT volunteers handled a very distressing situation. Emailed CRT to praise these guys, got a nice note and a few freebies back and a £15 voucher for a local cafe.
Years ago while away on our narrow boat, Mrs Cube leaned against a piece of lock furniture that had just been painted, no signs to say so. Big white mark on a brand new fleece. Email to British Waterways (Canal and River Trust now) resulted in a cheque for £20 and asking for the bill for cleaning to be sent to them. Generous we thought, never did send them the bill.
Likewise, on the canal we were able to assist, in a very small way, at an incident. I was impressed by the way some CRT volunteers handled a very distressing situation. Emailed CRT to praise these guys, got a nice note and a few freebies back and a £15 voucher for a local cafe.
Wildcat45 said:
I once praised great service from a Land Rover service agent to Ralph Speith (SP?) after someone here got me his email. Her enterprising attitude resulted in my ordering a new car. The Disco Sport was just out. I was told I couldn't have one for an overnight test. She overheard my conversation with the sales guy as I was there for some warranty work and got me one as a loaner while mine was away getting paint corrected.
I placed an order after a ten minute drive home. She got praise from JLR top brass, commission and employee of the month.
She helped you to buy a Land Rover? I placed an order after a ten minute drive home. She got praise from JLR top brass, commission and employee of the month.
And you are grateful?
Mostly what I am dealing with utilities.
My expectation of service is normally pretty low so if someone allows me to get the deal I’ve seen (normally only available for new customers) I like to let them know they have saved a customer leaving. I also ask to speak to their supervisor or get an email. On the flip side if service is particularly poor I will let them know as well.
It takes hardly any time to praise someone for a job well done and can make the person feel a lot better. Win win I say.
Not reached out to CEO level to think anyone....
My expectation of service is normally pretty low so if someone allows me to get the deal I’ve seen (normally only available for new customers) I like to let them know they have saved a customer leaving. I also ask to speak to their supervisor or get an email. On the flip side if service is particularly poor I will let them know as well.
It takes hardly any time to praise someone for a job well done and can make the person feel a lot better. Win win I say.
Not reached out to CEO level to think anyone....
The Mad Monk said:
Wildcat45 said:
I once praised great service from a Land Rover service agent to Ralph Speith (SP?) after someone here got me his email. Her enterprising attitude resulted in my ordering a new car. The Disco Sport was just out. I was told I couldn't have one for an overnight test. She overheard my conversation with the sales guy as I was there for some warranty work and got me one as a loaner while mine was away getting paint corrected.
I placed an order after a ten minute drive home. She got praise from JLR top brass, commission and employee of the month.
She helped you to buy a Land Rover? I placed an order after a ten minute drive home. She got praise from JLR top brass, commission and employee of the month.
And you are grateful?
bristolbaron said:
As a kid we were taught to send thank you cards for birthday/Christmas presents etc. My kids do the same.
Standard practice among their school friends seems to be for the parents just to send a ‘thanks for coming to Ava/Jack’s party and for her gifts’ message to the class WhatsApp group. Not a chance my two are getting away with that.
I was always taught - and my children have been taught - that presents are not truly yours until you have written a thank you letter. As a child, our nanny wouldn't let us play with presents until thank you letters were written. I'm not as extreme as that but the principle remains.Standard practice among their school friends seems to be for the parents just to send a ‘thanks for coming to Ava/Jack’s party and for her gifts’ message to the class WhatsApp group. Not a chance my two are getting away with that.
Meeten-5dulx said:
Mostly what I am dealing with utilities.
My expectation of service is normally pretty low so if someone allows me to get the deal I’ve seen (normally only available for new customers) I like to let them know they have saved a customer leaving. I also ask to speak to their supervisor or get an email. On the flip side if service is particularly poor I will let them know as well.
It takes hardly any time to praise someone for a job well done and can make the person feel a lot better. Win win I say.
Not reached out to CEO level to think anyone....
Not had to deal with BT/Outreach or Flogas then? My expectation of service is normally pretty low so if someone allows me to get the deal I’ve seen (normally only available for new customers) I like to let them know they have saved a customer leaving. I also ask to speak to their supervisor or get an email. On the flip side if service is particularly poor I will let them know as well.
It takes hardly any time to praise someone for a job well done and can make the person feel a lot better. Win win I say.
Not reached out to CEO level to think anyone....
I take great pride in being polite and part of being polite is thanking people. It amazes me sometimes how grateful they are from a simple thank you.
We recently had a baby and the c section team were so good, i stopped and paused as i left the room saying words along the lines of 'i really do mean it when i say thank you for what you have done' they were so good and from my thanks they seemed almost surprised.
I mean you've only just succesfully delivered a new human being to this earth but you have done a major operation on my wife and she's still alive
I'm guessing many just leave without a thought of the efforts of the staff.
We recently had a baby and the c section team were so good, i stopped and paused as i left the room saying words along the lines of 'i really do mean it when i say thank you for what you have done' they were so good and from my thanks they seemed almost surprised.
I mean you've only just succesfully delivered a new human being to this earth but you have done a major operation on my wife and she's still alive
I'm guessing many just leave without a thought of the efforts of the staff.Spare tyre said:
I deal with complex IT for a living, real painful stuff. Lots of customers who obviously all pay me. I have say around 40 people who contact me regularly and there are two who are ever so polite and thank me etc.
Guess which go to the top of my groaning inbox when they email in
So complex it deserved a double post? Guess which go to the top of my groaning inbox when they email in
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