It's good to talk

It's good to talk... on the phone!

I love talking to my customers and potential customers on the phone but sadly that happens less and less these days. Our website is getting busier all the time but therein lies the problem... let me explain.

Life is a very busy whirl these days for all of us, so many things to do and remember without the extra pressure of a forgotten birthday or a new born baby arriving into your circle. So the last thing you want to do is pick up the phone and talk, that's just going to waste some more of the time that you already don't have enough of - right? NO wrong.

• How can you hear me smile on an email?

• How can I tell you aren't being rude by your curt email, you are simply on the train home and you need to send a question while you remember!

This classic BT adverts sums up how a phone call can really make a difference....

Problem customers - or are they?

Last month we messed up on an order, it can happen, and the customer was not very happy to say the least. I was taught a long time ago that if a problem happens, it is not about wasting time on the 'why' but actually how you deal with it that sets you apart from the crowd.

The story below is a true story with only the customer email address being hidden. I would love to hear your thoughts on how we handled this...