It begins like a trumpet call. The Goodman Masson website announces, "You may have noticed some new and exciting developments at Goodman Masson" and continues with, "Over the past six months we have been asking a lot of questions. We've asked our clients, candidates and ourselves how we can improve Goodman Masson. "

You would expect, following the intro, that this agency would be deadly serious about customer service.

How is it possible then, that after apparently spending six months on marketing activity, that the best they can seemingly come up with "as a result of all this hard work" (terrible hard work talking to customers) is to ignore candidates when they apply for advertised jobs? You would think someone, during that time, might have conceived  the idea of an auto responder saying, at the very least, "thanks for sending us your cv".

Unless of course, the result and conclusion of their research was a new customer service method. They've already implemented it here: Ignore your customers, they're terrible hard work.

It never stops amazng me how many companies out there already apply this customer service method. They devise some really redundant policies to which the only response might be "Emm, do you actually want me as a customer?"

This morning I was so annoyed by one company that I asked to make a formal complaint. "Who can I speak to," I asked. The guy gave me a telephone number. "Whose number is that"

"Customer Service"

But sure that's who I want to complain about!" Hasn't anyone read Ken Blanchard's "Raving Fans?"