Naughty Naughty! Rule #1 of Customer Service is "The Customer is Always Right". And when you make a living teaching others about customer service, it pays to practice what you preach. That's why I was quite stunned to read Peter Cheales' response to my complaint:
"Sunday afternoon and I really can't be bothered to respond to childish drivel. Regards - Peter"It's hardly surprising. The poor guy has updated the design of his web site, and his customers hate it, by a huge margin of 62% against, 31% for. In addition, the web site design company is taking ages to fix a simple colour scheme problem, and the line breaks don't seem to be working. It must have been a tough week.
In a related post, Peter refers to my complaint in these generous terms:
"... Been working on contrasts and legibility - feedback has been harsh, but beneficial.All the success in dealing with complaints must have gone to his head. The sad thing is that two simple mistakes have made a big difference to customer perceptions of his web site:
Re comments from abusers - they come, and fortunately they go when they find someone / something else to criticise. You'll find that they're the sort of people who'll never put themselves in the firing line - just wait to criticise others. In the office, we refer to them as ab-losers, but don't tell anyone."
- The change in design has made it difficult to read
- The lack of response to the change in design has made him seem intransigent, which is worse.