How many of us have been on a train journey and had to listen to someone talking loudly on their phone?
Can this be harmful? Is this something we should be careful about?
Most of these calls involve talking to someone to tell them we’re on our way home, or we’ve just left or we’re going to be a bit late. No harm there. Normal everyday chit chat.
However two weeks ago on a trip to Manchester, I realised the dangers of sharing information about your business on a mobile phone while on a train. It can be very bad for a company’s image.
Be careful what you say…
Countless times I’ve heard people say ‘well, I can catch up with some work’. This is true but doing business over the phone where other people can listen in, can be very bad pr. You just don’t know who’s listening.
Let me tell you why. I listened to a man take several phone calls in connection with his job. I now know he works for a major sports brand retailer selling clothing – I was able to work out which company too. I know he’s the sales manager for that business and does a lot of travelling. I also know that this company is owed a lot of money – more than a million pounds – by a large British football club.
I now know which club apparently owes the money and I know this company is concerned about whether or not it will get that bill paid. I also know that while this man talks professionally and enjoys jargon in his conversations, there’s a female colleague who calls and his tone changes completely. The phrase used was along the lines of ‘I’ll always do that for you Emily?”. At which point I almost threw up.
Did he think for one minute that there was a journalist sitting in front of him who could write a story about such-and-such football club owing a large amount of money for kit?
If I know this amount of detail, how many other people on the train know this too? And where do these people work? Who do these people work for? Would this major sports brand want that kind of information bandied around?
As I was leaving the same train, I listened to a separate man talking loudly on the phone telling someone on the end of the line that a customer was ‘a right royal pain in the arse’. How lovely. What does that say about that man and his lack of respect for sharing his personal view about a third party in so public a way.
Top Tip – be careful what you say about third parties on the phone while on a train. Sooner or later, you could regret it.
It’s the Easter holidays and I’ve taken a few days off to spend time with my children. I’m not alone in this of course.
When I do take time off with the children and we spend a few days out and about – one thing which really bugs me is poor customer service – those occasions when, as a customer (often a customer with children) you are treated as though you are at best an irritant and at worst, a complete idiot.
There are few thing which rile me in life – but one is being treated with disdain when I’ve behaved appropriately and with good manners. I’m not the only one though – these last few weeks on Twitter I’ve seen some of my followers and those I follow, complaining about several companies including John Lewis, Jamie Oliver‘s Bath restaurant, an expensive farm shop and restaurant in Devon and others. I’m just one person – but I can remember these tweets and who tweeted them (and I’m not even trying). So to all of you business people who think social media doesn’t matter – this is one of the powerful reasons that it does.
I’ve said previously that I once complained about Thames Water on Twitter regarding their very slow response to a major water leak outside my house. To my amazement, the tweet was answered, an apology and explanation followed. This company didn’t know I was a journalist, I was a customer who was fed up – and the company responded. Good on Thames Water. It made me feel that they had listened to me – and that counts. Making a customer feel cared about is valuable beyond measure – more valuable than even what you charge for your services.
But my little gripe today is quite different and very specific. This week I went into a town centre car park and took my ticket at the entrance, ready to pay on foot when I finished. On returning to the machine, it said my ticket was invalid. Great. What now?
Well I know what now because this has happened to me more than once. I had to drive down to the lower floor, park up, go to the ticket office. Have a lecture about how I’ve kept my ticket too close to my mobile phone and wiped the magnetic strip – so be careful next time. In reality, I’d kept the ticket in an outer pocket of my handbag for easy access (I’m like that) and my phone was inside my handbag inside its own zipped case (yes, I really am like that). I said I didn’t think that the mobile phone had anything to do with it – and if it did, where was a notice in the car park to warn people about this design fault? As most people who park there probably have a mobile phone in a pocket or bag. Blank stare followed.
Having handed me a new ticket, I then march off to another machine, pay the money and leave. Thus a simple task becomes a ten minute labour. That was last week and I haven’t bothered with town since – in Swindon we’re lucky and have lots of options when it comes to shopping so I’ve avoided the town as it’s too much hassle.
So a problem occurs – and as the customer I’m made to feel I’m at fault and have to go to extra lengths to sort out this problem. This is a council-run car park and I couldn’t help but feel I got a public service, job’s worth attitude (which seems to be within some public service employees).
I highlight this because the week before a similar thing happened at the Swindon Designer Outlet Village (which I don’t hesitate to recommend as a great place to go). An invalid ticket message came up again – I went to the customer service desk and they checked it out. The ticket machine had failed to print clear data on the ticket. Then, without hesitation and without any blame, they gave me a free pass to get out of the car park. For me, these staff gave the impression that they wanted me to feel good about the place – AND COME BACK AGAIN TO SPEND MONEY!
Treat all customers with respect.....
A little thing, but it shows that making a customer feel good is the best way of getting repeat business. Do you agree?