by Robin Dicks | May 27, 2020 | Robin's Blog
A couple of weeks ago our car – probably like many others in the last few weeks – had a flat battery. The thing about modern cars is it’s a lot more complicated than it used to be, you can’t just stick jump leads on any more. In the end it...
by Robin Dicks | Mar 8, 2018 | Robin's Blog
I’ve recently been looking at getting new car. So I make appointments for test drives etc. All good fun. At one car brand/dealer, once I’d made the appointment, I got an email reminder the day before, then on the morning, and subsequently I’ve had...
by Robin Dicks | Aug 31, 2016 | Robin's Blog
I was furious with the service I received recently but the company involved has ‘stalled my hand’. There are lessons for others. Myself and my family had a fabulous holiday in Italy. Great service everywhere. The glaring exception was car-hire. Aggressive...
by Robin Dicks | Nov 3, 2015 | Robin's Blog
Here’s a real-life story about a firm which has recently rebranded with a new visual identity, and lots of messaging about client focus and responsiveness. So what happens when you ring someone? The phone rings… And rings… And rings… No...
by Robin Dicks | Aug 18, 2015 | Robin's Blog
Most client feedback exercises get feedback about how the firm performs. Better ones also identify what factors have the greatest impact on the client’s continued use of the firm. But few – still – use the opportunity created by the process to get...
