When selecting a supplier, it is all about choosing the right company for the right circumstance; there are copious different factors which feed into a decision including service, expertise, company size, prices and even rapport with your contact. Yet what do you do when that supplier doesn’t live up to their promises? Well you phone them of course…
As you will see from the post yesterday, we had a negative experience with Virgin Media; unfortunately, when I phoned them, they were non-committal in their answers, kept changing their story and didn’t really utter a word of sense; you can read the full story here. So, what do you do when the phone doesn’t work? You write a blog post and tweet it of course!
It’s not often I rant publicly, but it worked; I received a phone call from the business customer service support team and namely Chris Morgan, a lovely young gentleman. He chatted through my grievances, addressed my concerns, talked out the anger and even had me smiling! Unfortunately, although Virgin Media were the best provider for this area, something I personally hate about big businesses is how often they fail to deliver a consistent experience. It varies from person to person, from job to job and unfortunately the experience often comes down to the individual staff, their enthusiasm, their knowledge and their interpersonal skills. Credit to Chris Morgan and his support and I have also expressed my thanks to his supervisor.
They’ve turned it around this time and for the time being I’ll be sticking with them, but an important lesson to learn is that the larger you get, the more important it is to have proper protocols in place!