{"id":386,"date":"2009-08-20T08:38:42","date_gmt":"2009-08-20T07:38:42","guid":{"rendered":"https:\/\/blogs.mentor.com\/colinwalls\/?p=386"},"modified":"2009-08-20T08:38:42","modified_gmt":"2009-08-20T07:38:42","slug":"feedback","status":"publish","type":"post","link":"https:\/\/blogs.stage.sw.siemens.com\/embedded-software\/2009\/08\/20\/feedback\/","title":{"rendered":"Feedback"},"content":{"rendered":"

As I have mentioned on a previous occasion<\/a>, I am always interested in approaches to customer service and I do endeavor to provide feedback, whether good or bad. How that feedback is received and responded to is often a good indicator of the company’s culture and attitude.<\/p>\n

I will give you a couple of examples …<\/p>\n

A while ago I was traveling to Israel on a red-eye flight with British Airways. We were nearing our destination and I asked if I might speak to the Cabin Service Director. In due course, he came along rather meekly and he addressed me by name. This was a strong positive point – he had taken the trouble to check that. He was clearly expecting me to complain about something. It was very entertaining to see his body language change as I spoke to him. I explained that I just wanted to give feedback: it was a great flight. The food was delicious, the service was excellent and we were on time. I would be getting of the plane in a better state than I got on.<\/p>\n

If only life could always be that pleasant.<\/p>\n

I was recently visiting the city of Bristol with my daughter and her boyfriend. We went for lunch at an up-market burger place, which I have enjoyed many times before. [I won’t name them here – email<\/a> me if you are curious]. I placed the order for the food, pleased to be able to exercise some BOGOF vouchers – nowadays I always check on the Internet before visiting a restaurant to see what offers are available. I also ordered some drinks, of course. The restaurant was very busy, so we were not expecting particularly prompt service, but we were not in a hurry. In due course, the food arrived, but no drinks. I enquired and the waiter asked what I had ordered. He then came back for confirmation of what I ordered. So I had actually placed the drinks order three times, even though they had a record on their computer from the first time. I was unimpressed. Eventually the drinks arrived. Unfortunately I was not too impressed with the food either, as mine was really not as hot as I would expect – not quite cold, but heading that way.<\/p>\n

Later, we were preparing to leave and I asked to see the manager. I gave him my feedback, saying that I would probably be back at some point, but was disappointed on this occasion. He apologized profusely and refunded the cost of the drinks. I think that was good enough – do you?<\/p>\n","protected":false},"excerpt":{"rendered":"

As I have mentioned on a previous occasion, I am always interested in approaches to customer service and I do…<\/p>\n","protected":false},"author":71677,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"spanish_translation":"","french_translation":"","german_translation":"","italian_translation":"","polish_translation":"","japanese_translation":"","chinese_translation":"","footnotes":""},"categories":[1],"tags":[302],"industry":[],"product":[],"coauthors":[],"class_list":["post-386","post","type-post","status-publish","format-standard","hentry","category-news","tag-off-topic"],"_links":{"self":[{"href":"https:\/\/blogs.stage.sw.siemens.com\/embedded-software\/wp-json\/wp\/v2\/posts\/386","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blogs.stage.sw.siemens.com\/embedded-software\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.stage.sw.siemens.com\/embedded-software\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.stage.sw.siemens.com\/embedded-software\/wp-json\/wp\/v2\/users\/71677"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.stage.sw.siemens.com\/embedded-software\/wp-json\/wp\/v2\/comments?post=386"}],"version-history":[{"count":0,"href":"https:\/\/blogs.stage.sw.siemens.com\/embedded-software\/wp-json\/wp\/v2\/posts\/386\/revisions"}],"wp:attachment":[{"href":"https:\/\/blogs.stage.sw.siemens.com\/embedded-software\/wp-json\/wp\/v2\/media?parent=386"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.stage.sw.siemens.com\/embedded-software\/wp-json\/wp\/v2\/categories?post=386"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.stage.sw.siemens.com\/embedded-software\/wp-json\/wp\/v2\/tags?post=386"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/blogs.stage.sw.siemens.com\/embedded-software\/wp-json\/wp\/v2\/industry?post=386"},{"taxonomy":"product","embeddable":true,"href":"https:\/\/blogs.stage.sw.siemens.com\/embedded-software\/wp-json\/wp\/v2\/product?post=386"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/blogs.stage.sw.siemens.com\/embedded-software\/wp-json\/wp\/v2\/coauthors?post=386"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}