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Hoover tale of woe

February 10, 2009

As I am currently embroiled in a Kafkaesque nightmare trying to get a new hoover delivered, I am struck by how far local government has come in really making an effort for customers.  Do the public still think councils are full of jobsworths and frustrating bureaucracy?  All my most recent contact with councils – as a customer – have been incredibly positive, where I’ve been genuinely surprised by service that was flexible, cheerful and determined to get the right outcome for me.  Compare this to three days of incandescent rage with United Airlines…

I’m asking for trouble, saying council customer service can be very good – I’m sure there are plenty of gruesome stories where councils have fallen down on customer service.  But remember what it is like to contact a utility (any utility) and you’ll see what I mean.

2 Comments leave one →
  1. Tracy Gardiner permalink
    February 10, 2009 11:16 am

    The latest shot across the bows from Noel Edmonds is a warning that there is still real concern about over-bureacratic jobsworth councils. The case of Wealden council’s planning decision won’t have done much to persuade the masses that services are getting better for the individual.

    In my neck of the woods, in spite of the snow we’ve had here our bin collection was maintained this week – although the rounds had to be rejigged and our refuse was collected on Saturday instead of Thursday. Thankfully my local council seems determined to deliver their services whatever the weather.

  2. Arthur permalink
    February 11, 2009 8:35 pm

    One area where councils generally do well is in the area of complaints. The way many private companies deal with a complaint is to offer some discount or voucher. Fair enough in terms of appeasing the customer, but often just a sop, no indication that the company is learning from what went wrong and improving things. Part of most local authority procedures, especially in social services, is to build in a review and an action plan to improve.

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