I experienced two very different attitudes to customers yesterday.
The first was from the people who built my kitchen cabinets (MPM Engineering, if you’re interested). A hinge had broken. I emailed them to find out what I should do. They immediately put a replacement in the post for me, completely free of charge, so that I can repair my cupboard with the hinge that’s right for their cabinets. They clearly want us to stay happy with their services.
The second was from Thames Water. They emailed me to let me know that they have granted us a rebate for waste water, because surface water from our roofs drains into a soakaway or our garden rather than their sewers.
“Although our maps of the local sewer system show surface water drainage close to your
property, we’ve reviewed your evidence and are happy to apply the rebate from the previous
financial year.”
I had to apply for that rebate, even though 87 years ago, my house was built so that surface water drained this way. So were the 3 houses connected to it, and the other dozen or so blocks of identical houses in this road.
How many of us have been paying all these years for a service we didn’t receive?
And now that as Thames Water informed me when I applied, they use Google Earth alongside their drainage maps, why don’t they simply adjust bills as soon as they can?
Perhaps its because we aren’t customers to them, we’re simply cash cows.
What do your customers mean to you?