Re: How to delight your customers ?

[Brian Leeming <brian.leeming@virgin.net>]

Myron Tribus wrote (on the back channel):
> 
> Brian Leeming's post is very interesting.  Brian, have you written to BT
> about your analysis?  Have you told them that you posted their policy to
> the Deming electronic Network?
> ...

The simple answer is "No" to both of these!  I may do so, now that I
have had chance to digest the views of all you that have responded. 
Thanks to you all.

After I started this thread, I had a dream. (It must have been a dream,
'cos no real telecoms provider would think like this, would they?)

I am managing the International Directory Enquiries service and I have
been set a target to increase income.  So I ask my operators to work as
slowly and ineffectively as possible.  This maximises the customer
connect time.  And up goes the income!  Life is sweet!

Brian Leeming
Burberry Consulting,
1 Burberry Road,
Buckden,
HUNTINGDON,
PE18 9UY,  UK
Tel: +44 (0)1480 812083
Fax: +44 (0)1480 812083
Mobile: 0958 558059
e-mail: brian.leeming@virgin.net
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