Edition 86 Monday April 18th 2011
Hi, legendary NZ triathlete Cameron Brown certainly wont be shaking in his lycras but I was pretty damn pleased! Sunday dawned fine and calm as hundreds of thin people without lives descended on Mission Bay Beach and the Auckland waterfront. This in complete contrast to the gale force storm that lashed the same beaches and streets the day before. Yes it was Triathlon II for the Jones boy and time to see if any lessons had been learnt from Maraetai a month ago. Well Im pleased to report that I didn’t have to resort to dog paddle or backstroke in the swim this time, in fact I almost enjoyed it. I remembered where my bike was and peeled my wetsuit off with banana skin like precision. I hung on like a flapping flag for my life to a paneton of crazy cyclists who carried me helter skelter gasping for air around the waterfront course. I managed to get blood to my numb legs before I fell over but still took at least half the run to repay the oxygen debt to my lungs from that madcap cycle ride! Crikey all this was happening while most of you were tucked up at home in bed stacking Zzz and dreaming of a Sunday fry up ! (see attached photos for evidence).
So what did it all mean?…well after asking some serious questions of my reconditioned heart and 50year old lungs I can confirm that due to some dedictaed swim training and a chance meeting with the kami kazi cycling club I was able to post a new best time by 3 minutes……happy with that !
I hope you all had an equally rewarding weekend as you ducked and dived a typical “four seasons in both days “ Auckland weekend… GO THE BLUES !!!, have a great short week… Cheers Jonesey.
Harry Jones is a happy hound as Autumn bites and his styley winter coat takes shape!
CUSTOMERS…basic rules;
- #1 The customer is always right.
- #2 If the customer is ever wrong…re-read #1
- #3 If you don’t take care of your customers somebody else will
I had an interesting customer service experience over the last week with my bank. My credit card had been fraudulently accessed through no fault of mine and the banks fraud team had detected this.
From this point on things turned to custard for me , their customer, as a series of events unfolded that proceeded to drive me quietly and then openly insane.
My card was suspended while the bank investigated, I was not informed and only found out after calling them when my card was declined. This happened over a weekend and I had to wait until the Monday to talk to the fraud team who only worked week days,nothing could be done in the meantime! Monday I called an 0800 to be put on hold because they were “experiencing high call volumes”. I was put on hold on each of the four occasions I attempted to call that day. The same pattern repeated on Tuesday until I eventually talked to a person wo promised to get someone to call me …but no call. Finally late on Wednesday I managed to get someone to issue a new card and send it to my nearest branch. So here we were at Thursday still without any credit or the new card and staring down the barrell of some auto payments declining if something didn’t happen fast. I had to visit the local branch on Thursday and again Friday before they finally organised the credit and sorted the situation, this was a full 6 days and 11hours after my card was suspended! During this time I had a steady procession of bank employees who failed to take ownership or accountability for this problem. There was a distinct lack of empathy or genuine concern for my plight that resulted in me getting increasingly frustrated , annoyed and angry at the lack of urgency or action. The upshot is I have cancelled my card and transferred all my business to a competitor who acted swiftly and efficiently to open new accounts and make me feel welcome…a message for us all here .
The moral of this story…”Always treat others as you would have them treat you”
“Make the customer the crown jewel of your business” Brian Tracey
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