March 28, 2008
Rants
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Ask for my feedback and you’re going to get it!
The Hilton asked me to fill out a survey after my stay during SES New York and I told them what I thought:
- “Executive” room was tiny
- Internet didn’t work - 30 minute call to support
- Ridiculous packaging on laundry when it was returned
- Bath took 20 minutes to drain
- Room smelt musty
- Decor was tired
- Daft portion sizes - who eats large 4 sausages and 4 huge pancakes?
- Do not disturb sign ignored
- Receptionists sullen and humourless
- Ad finitum
Now I complain but am not very good at doing at the time. Maybe it’s because I’m reserved (ahem!) but mainly because I’ve already unpacked and can’t be bothered.
Anyway I’ve just had an email from their assistant director of housekeeping:
“Thank you for taking the time and consideration to let us know the circumstances surrounding your recent visit to the Hilton New York. Please accept my sincerest apologies for the inconsistencies in service you experienced during your stay.
We at the Hilton New York consistently strive to achieve high standards of service and regret we failed to meet your expectations on this particular occasion. Our primary concern is the quality of your experience in our hotel, and the problems you have encountered are not at all indicative of the fine service we strive to provide to our guests. We can offer no excuse, but do want to assure you that your concerns have been addressed with the appropriate members of our staff and steps have been taken to prevent recurrences of this nature in the future.
We look forward to a future opportunity to deliver a level of performance you have every right to expect from the Hilton New York.”
I think it’s a really nice touch. They could have just taken the feedback but to get a personal email like this is quite cool.
But where are the extra loyalty points to ensure I come back…..? 
February 15, 2008
Other Stories, Rants
No Comments
So I’m working from home today. I have a very nice Polish chap in my kitchen doing some tiling. It’s a bomb site, and an hour ago I was hungry as I’ve been awake since about 4am still jet-lagged.
I can’t cook (in the kitchen) so I thought I’d get a take away. None of the chinese or indians are open at lunchtime so I think….PIZZA!
Only pizza name I can think of is Domino’s! So I go to Live.com and search for it, plug in my details, order a medium “Sizzler” and say I’ll pay cash on delivery. All online - no phone call necessary.
Sure enough in about 30 mins the buzzer goes and my pizza arrives.
Fantastic service, fantastic pizza, fantastic everything except for one thing…….the price!
I gave the moped guy £1.01 which brought the damage to £15!!!!
For a 11 inch pizza!
I could have bought a bigger one from Waitrose for £5 - Wow! What a mark up?!
Can anyone in the US dream of paying $30 for a pizza?
I’m emigrating………………..to Italy! :-)
January 16, 2008
E-Commerce, Rants
2 Comments
I do a lot of shopping online. I buy a lot of stuff and I purchase a lot of services - theatre and cricket tickets for example.
So as a marketer what really bugs me is, when the sale is done and dusted, the confirmation email that pops into my inbox tells me nothing about the company, nothing about what I have just bought, and looks more like spam than the worst spam ever did!
The above is a snip (using the Vista Snipping Tool :-)) from my Gmail account. (Yes I have a Gmail account! I had it before I joined MS - Gotta keep up with the competition!)
These are all emails from companies I have bought goods or services from in recent weeks. What do they look like to you?
The only one in there that makes any sense is from Waitrose!
The email tells you who its from - Waitrose! The subject line tells you what the email is about. I can choose whether to open it or bin it. I don’t have to wade through wondering if it’s significant, or whether it’s just another ruse to get me to help a Nigerian vicar transfer $60m to a Northern Rock account in Jarrow!
And what are Fortnum & Mason thinking?!
At least have your company name in the From column, it’ll look so much more professional and mitigate any confusion or irritation if the mail gets re-directed to my spam folder. Also have something relevant in the subject line too - just a number is simply madness!
And another thing about aftersales - there is such a thing as over-kill! The seventh email on the list was the fifth….yes fifth!….from a plumbing company after I had received my chrome tap, telling me how great their customer service was, and that they pride themselves on it, and how grateful they were for my custom.
Hey Mr MD……that’s spam! You’ve just lost a customer because your excessive customer service is bordering on obsessive and creepy
December 28, 2007
Direct Mail, Offline Marketing, Rants
No Comments
My post last week about Royal Mail Direct Mail, was picked by Postman Pat himself !
He commented:
“Opting out of addressed Junk Mail:
http://www.mpsonline.org.uk/mpsr/
December 20, 2007
Rants
3 Comments
OK the Apple & iPod are pretty cool.
A sexy brand, the sort that gives you a quasi-orgasmic thrill when you walk into one of their stores, and one that is as ubiquitous as it is instantly identifiable.
The iPod is to the MP3 player what Hoover is to the vacuum cleaner – fabulous – no competition - until maybe the Zune hits our shores very soon
So with design featuring so high on the list of plaudits, why are the headphones so bad?
This morning I was on a train from Clapham Junction to Victoria – a journey of 5 minutes – and I was surrounded by four white-headphone-wearing buffoons, completely and selfishly oblivious to the leaking cacophony of rubbish pouring out from about their ears.
What is wrong with people? Why is people’s self-awareness so rotten?
I have a pair of these babies from Shure – in-ear, noise cancelling - I can’t hear anything but the music and no one else can hear I’m listening to Genesis – job done!
So many iPods will be given away this Xmas – sigh - the white wires are a great advert but a dead giveaway…
