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We all like to complain, [even if it’s only to ourselves] when goods and services don’t perform as expected. And like all stories, there are at least two sides, two or more lessons to be learnt. As a consumer , Duncan Peberdy became frustrated by big brands who, over many years, failed to take his valid complaints seriously. Customer Service teams had many opportunities to provide the resolutions that Duncan was looking for, but failed to do so. Once these avenues were exhausted there were three options: 1 . Forget it 2 . Take legal action [with no guarantee of success] 3 . Devise a way to get these complaints beyond the customer service teams and on the CEO’s smart-phone. The plan devised by Duncan worked. Over a ten-year period: 1 . BMW took back his car, refunding every penny paid, despite many times putting in writing that their 1 Series ‘met all manufacturing standards.’ 2 . TUI refunded Duncan £1500 after a holiday to Mexico that fell short of their advertised expectations 3 . Microsoft replaced Duncan’s almost new faulty Surface Pro laptop with a new one, despite their warranty only wanting to provide a refurbished unit 4 . VW practically gave Duncan a brand new Tiguan when his 2-year old Tiguan experienced multiple failures and the dealer threatened legal action 5 . A local five-star hotel made amends after a disastrous celebration meal experience As a business , all these companies would have saved time and money, reduced the damage to their reputations, if they had provided good customer service and taken ownership of each situation before it became a problem to them. So, for anyone in a customer facing role, and in the UK 80% of our GDP is generated by the service sector and almost 80% of people are employed in customer-facing roles, the real lessons to be learnt from my book are how not to treat your customers when your business gets it wrong. In all my examples, BMW, VW, TUI, Microsoft and the Chateau Impney Hotel would have all saved money by providing excellent customer service as a given, and not just because I embarrassed them into it. Complaining should be a win / win. The consumer wants the quality they paid for, and companies that truly care about your business will want to know when problems exist and to put it right; quickly. In fact, research by PricewaterhouseCoopers [PwC] clearly shows that companies who get customer service right can charge a premium for their products, in some cases up to 16% more. Just look at Apple. Some might consider their products overpriced, but it can’t be a coincidence that a company with high levels of customer loyalty and superb customer service is the first in the USA to be valued at $2Tn. Keep Calm and Carry on Complaining - for consumers, for businesses, for MBA students learning how to make a real difference for their companies.
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I felt it was time to share my learnings from taking on the big brands with YOU! © 2020 DroitwichNet Limited
Only after customer service teams failed me, I used my digital skills to get these complaints and more in front of Senior Leaders, and finally received the level of ownership and redress that I felt was appropriate.
For EU LinkedIn Connection Just £10.95 including delivery
For Rest of the World Connections Just £12.95 including delivery
BMW 1-Series TUI 5* Holiday VW Tiguan For months, BMW assured me that my car met ‘all manufacturing standards’ but as soon as they saw the video evidence, BMW took my car back refunding the deposit and ALL finance payments. But they no longer wanted my custom.   WINNING CASE STUDIES INCLUDE: For months, TUI were grateful for my feedback, assured me that steps would  be taken, but offered no compensation. Once their MD saw my complaint, TUI provided a £1500 refund on a Five Star Sensatori Holiday in Mexico. For months, VW tried to find the recurring faults with my gorgeous, but unreliable Tiguan.  After I was threatened with legal action by the reseller, VW replaced my continually failing Tiguan with a brand new one.
Keep Calm and Carry on Complaining The perfect stocking-filler for the ‘moaner’ in your life!
Kindle Version Available
LinkedIn Offer: 20% off paperback with FREE UK Delivery
I felt it was time to share my learnings from taking on the big brands with YOU!
© 2020 DroitwichNet Limited
Buy Now and receive your FIRST EDITION copy whilst stocks last
First Edition Copies Available NOW
For UK LinkedIn Connections Just £7.95 including delivery
I felt it was time to share my learnings  from taking on the big brands with YOU!
Only after customer service teams failed me, I used my digital skills to get these complaints and more in front of Senior Leaders, and finally received the level of ownership and redress that I felt was appropriate.
For EU LinkedIn Connections Just £10.95 including delivery
For Global LinkedIn Connections £12.95 including delivery
TUI 5* Holiday VW Tiguan For months, BMW assured me that my car met ‘all manufacturing standards’ but as soon as they saw the video evidence, BMW took my car back refunding the deposit and ALL finance payments. But they no longer wanted my custom.   For months, TUI were grateful for my feedback, assured me that steps would  be taken, but offered no compensation. Once their MD saw my complaint, TUI provided a £1500 refund on a Five Star Sensatori Holiday in Mexico. For months, VW tried to find the recurring faults with my gorgeous, but unreliable Tiguan.  After I was threatened with legal action by the reseller, VW replaced my continually failing Tiguan with a brand new one. WINNING CASE STUDIES INCLUDE:
Kindle Version Available
We all like to complain, [even if it’s only to ourselves] when goods and services don’t perform as expected. And like all stories, there are at least two sides, two or more lessons to be learnt. As a consumer , Duncan Peberdy became frustrated by big brands who, over many years, failed to take his valid complaints seriously. Customer Service teams had many opportunities to provide the resolutions that Duncan was looking for, but failed to do so. Once these avenues were exhausted there were three options: 1 . Forget it 2 . Take legal action [with no guarantee of success] 3 . Devise a way to get these complaints beyond the customer service teams and on the CEO’s smart- phone. The plan devised by Duncan worked. Over a ten- year period: 1 . BMW took back his car, refunding every penny paid, despite many times putting in writing that their 1 Series ‘met all manufacturing standards.’ 2 . TUI refunded Duncan £1500 after a holiday to Mexico that fell short of their advertised expectations 3 . Microsoft replaced Duncan’s almost new faulty Surface Pro laptop with a new one, despite their warranty only wanting to provide a refurbished unit 4 . VW practically gave Duncan a brand new Tiguan when his 2-year old Tiguan experienced multiple failures and the dealer threatened legal action 5 . A local five-star hotel made amends after a disastrous celebration meal experience As a business , all these companies would have saved time and money, reduced the damage to their reputations, if they had provided good customer service and taken ownership of each situation before it became a problem to them. So, for anyone in a customer facing role, and in the UK 80% of our GDP is generated by the service sector and almost 80% of people are employed in customer-facing roles, the real lessons to be learnt from my book are how not to treat your customers when your business gets it wrong. In all my examples, BMW, VW, TUI, Microsoft and the Chateau Impney Hotel would have all saved money by providing excellent customer service as a given, and not just because I embarrassed them into it. Complaining should be a win / win. The consumer wants the quality they paid for, and companies that truly care about your business will want to know when problems exist and to put it right; quickly. In fact, research by PricewaterhouseCoopers [PwC] clearly shows that companies who get customer service right can charge a premium for their products, in some cases up to 16% more. Just look at Apple. Some might consider their products overpriced, but it can’t be a coincidence that a company with high levels of customer loyalty and superb customer service is the first in the USA to be valued at $2Tn. Keep Calm and Carry on Complaining - for consumers, for businesses, for MBA students learning how to make a real difference for their companies.
LinkedIn Offer: 20% off paperback with FREE UK Delivery
Keep Calm and Carry on Complaining The perfect stocking-filler for the ‘moaner’ in your life!