Utilizing a free focus group

There is a local radio station in Vancouver that does something I've never heard another station do - ask their audience what they think about the music they are playing. Sure other stations have phone lines and email addresses that allow you to contact them and indicate whether you like the music they are playing, but nothing like what 102.7 The Peak does. 

Every week or two I will get an email from them (I signed up as one of their Peak VIP members) asking me to take part in their "Rate the Music" survey. I click a link and listen to 30 seconds of 25 songs that they are currently playing or thinking of playing and let them know if I've heard of the song, how it rates from 1-5 and whether or not I'm sick of hearing the song. This last question "Are you sick of hearing this song" is an important and very sneaky one for the station to employ. They love to be the station in Vancouver that plays music no one else does and the first to bring new, hip music to the masses. Their group of passionate listeners has grown large as they introduce bands like Mumford & Sons, Alt-J and Black Keys to people in Vancouver.

Now they have an even better chance of continuing to provide this service for their music loving fans thanks to their willingness to give people a chance to interact with them. All this group of fanatics wants is a chance to feel like they influence the music on the station they listen to regularly. The Peak gets the benefits of having an almost weekly focus group with their customers without having to do much other than hit the Send button on their email software.

Why travel agents will be no more

Earlier this year I wrote about how my girlfriend had a tough time dealing with Lucky Brand jeans customer service. Fortunately they reached out finally and went above and beyond to rectify the situation. Unfortunately I still hear some shocking stories of customer service from friends, it just can't happen in this day and age. The individual has too much power to hurt your brand.

Recently two close friends of mine were married and wanted to go to Fiji on their honeymoon. They also had their wedding registry with Flight Centre to help pay for their trip. Since this was such a major trip for the two of them, they decided to use an expert to plan and book it. Unfortunately this so called travel expert didn't do his research and relied on outsourcing the accommodations to a Fijian travel firm. This resulted in my friends being placed in a worn down, family hotel on the mainland of Fiji where beaches aren't nearly as good as on the outlying islands. They arrived after traveling from Vancouver ready to relax and were instantly disappointed. They had been overpromised and under-delivered. Images they were sent were those of the hotel's sister property which was much nicer, but was double the price they were told. After two days they determined the hotel just wouldn't do and contacted their "professional" agent to help them switch locations. After he dilly-dallied for a day they went online and booked their own accommodation for the rest of the trip.

They arrived at their new accommodations to find it was cheaper than what their "professional" travel agent had booked them and much more to the specifications they had indicated to him, which he had failed to produce. It was off the mainland, featured pristine beaches, no screaming children, and a very nice private bungalow.

Now, I know there is no way a travel agent will know where to stay in every country in the world, it's impossible to ask that of them. What is possible, is for them to do a little bit of research on locations before recommending something to a new client. If an average joe can go on Trip Advisor and Expedia and read reviews why can't a person who's job it is to book travel for people? Such a simple thing could have avoided the enormous headache that is being created surrounding this entire catastrophe.

Now Flight Centre is holding up a refund for my friends by saying it depends on what the Fijian travel agency THEY outsourced to tell them they will give back. Well, unfortunately it's not my friends problem that YOU outsourced to Fiji. The only mistake my friends made was booking using a Flight Centre travel agent. Now that you have failed on booking travel AND customer service I'm sure they won't make that mistake again.

Oh and now they've told all their friends too, so..... you've got that going for you Flight Centre.

No excuse for poor customer service

Over the past month two issues have arisen from purchases my girlfriend made. They have been handled in two completely different ways, and should leave one brand completely embarassed of itself.

When we were in New York she bought a pair of Lucky Brand Jeans from their store. She had been looking for a specific pair for a while and fell in love with a pair she found at the Lucky store. This is not her or my first purchase of Lucky product, we purchase a large number of clothes from their stores. She had been trying on two different sizes in the store and when she made the purchase the girl helping her mistakenly put the wrong size in her bag. An honest mistake, but one the company clearly should have a process in place to rectify considering we live in Canada. An email was sent three weeks ago to their online customer service explaining the situation.....and we have not received even an automated reply from the company. Brutal. Disappointing. Unacceptable. We spend hundreds of dollars on every purchase we make from the company and they cannot even respond to a simple email.

In stark contrast to that my lovely lady also purchased a box of General Mills granola bars and upon opening one of them up found a bug inside. Not exactly tasty. She sent a note to the company and within 24 hours had an apology and word that they would send some coupons to her since her product was not up to snuff. She received those coupons within a week and it was essentially twelve dollars worth of free product, double or triple the value of the granola bars she had initially bought.

To this day she still hasn't heard from Lucky Brand.

In a world with the internet you should easily have the facilities in your company to deal with customer issues with your product. People that purchase your brand are already sold on your company and it is far easier to please them and keep them purchasing your products as opposed to finding new customers who know nothing about your brand. So why would you mess around with something as easy as responding to an email???? It boggles the mind. Lucky has stores all across North America and yet they don't have the capability to respond to an email. To me that reeks of a company I no longer want to deal with. Sorry Lucky, you've lost two customers and we will be telling friends of your deficiencies.

Nice clothes are only part of running a business.

Manners when you have a monopoly

Here's the situation: In a north american city (let's call it Vancouver), the taxi cab companies essentially have a deal with each other that means specific companies rule over areas of the city. For example, if you need a cab in North Vancouver you have to go through North Shore Taxi. So they drop you off downtown and now you want a ride home from this same cab company that offered good service to get you downtown. Not possible. The only way for them to pick you up downtown is if one of their cabs happens to be driving by and someone flags it down while its empty. An odd system which leads to a sort of monopoly mentality amongst the cab companies.

Here's the main problem that comes with all this, the customer service is downright embarassing and the majority of that can probably be attributed to the monopolistic way of this business.

So if you have a monopoly should you really treat your customers any different than if there is fierce competition in your business area???

No, you shouldn't. Especially not in this day and age. Consumers will find a way to call you out and eventually something will enter the market that removes the need for your service. 2 such things entering the market in this fictional city of Vancouver are Zip Car and Keys Please.

Zip Car allows people without cars a way to basically rent a car for an hourly rate. The gas, insurance and kilometers are included in the hourly price which comes in at a reasonable $9.75 during the week and $10.25 on weekends. Compare that to a taxi which can cost someone upwards of $30 for a 20 minute ride. It sells itself really.

Another common reason for needing a cab is if you have driven your car to a friends place and one Zima soon turns into 12. Now you need to get home without endangering yourself or others on the road. Well, you can call Keys Please and have your car driven home right behind you as you get a ride. So instead of having to deal with a cab company and then somehow reaquire your car in the morning, your car is waiting for you in your driveway the next morning. Now you just have to remember how it got there.

So, these alternatives may have arrived on the scene whether the taxi companies' customer service was exceptional or not, but I guarantee you they will have more success due to customers frustration in dealing with the monopolistic cab companies. We'll see how this plays out but if the cab companies had the attitude of building customer loyalty instead of providing the bare minimum level of service then they might have more success in the future.