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Sunday, July 05, 2009

A wholly enlightening Saturday in London

Now I know it was The Fourth of July. I usually manage to convince a few of my US friends that we Brits celebrate Thanksgiving on that date, too, but that was not the enlightening thing. Instead it was a trip to London. To discover why it was enlightening you probably want to have a look at a page on my website which details attitude changes over time in schools. Well in one school. Or you could just read on.

I was in London with my wife and one of her good friends from school. We went to meet our son at the Royal Academy to see their Summer Exhibition. And what an amazing exhibition of people who can't paint or sculpt it is! And such depressing pictures. I suppose they're meant to be "edgy" or something. I am obviously the only one in step, but I am minded of the Emperor's New Clothes, which would have been a valid title for the show.

On the way in along the A316 an overhead sign told us that there was an event in the West End that would cause road closures. I scarcely noticed it. We were taking the train from Richmond anyway.

Nothing exceptional apart from Regent Street being closed when we got off at Piccadilly Circus, and we made our way to the RA, saw the mind-numbing art, and met Al. Then we meandered off to Chinatown for an excellent lunch of dim sum which Melanie thinks were akin to cat food in steamed dumplings. How lucky that I was fed in the UK private school sector and thus have developed an affinity for cat food! Odd how that suddenly reminds me of Heinz and their Deli Mayo fiasco this time last year! Search the blog for Heinz and you'll find it.

Over lunch we decided upon the National Gallery, possibly followed by The Tate if we were not totally over-arted by them.

Going Trafalgar Square-wards we saw a parked police van and started to wonder, well, I did, about protests and kettling, but, as we drew level we saw a happy, fun street party. Yes, we had arrived at Pride London, not something I had expected to do.

After the gallery, where I found the art much more to my taste, we walked out on to the square and into the enclosure. A large sound stage, a throng of people, people of all races, all sizes, all shapes, all with similar hopes, fears and aspirations, some with same sex partners, others, like me, with wife and family, some with little kids, some with big kids, but all smiling and happy.

How different from the 1960s where the Stonewall Riots (this year is the fortieth anniversary) were yet to take place in the USA, where sexual acts between consenting 21 year olds in private in the UK were only accepted in law in July 1967, and where such a gathering would, without a shadow of a doubt, have been repressed with brutality.

I was pleased to see it, yet slightly bored. I was please to see Mayor BoJo make an address on the big screen wholeheartedly and enthusiastically supporting the event in the way that only he can do. It's hard not to like Boris as a man whatever you think of his politics. And we left, heading along Pall Mall, towards the tube for, not the Tate, but The Victoria and Albert Museum.

And we found the carnival procession.

I love carnivals. As a little kid I loved the Tenby carnival, hanging out of our hotel window to see it. I took part in the Herne Bay Carnival once, just collecting the pennies folk lobbed into the road. In an official collecting tin, dammit! I was in the Birmingham University rag week carnival on more than one occasion, clinging to the back of an artic as he sped back to the campus! I adore carnivals.

I was expecting to enjoy some of the floats, wonder about others (Why was Amnesty International there? What is it to do with prisoners in unpleasant regimes? Oh I suppose I can work it out), love some of the costumes, be mock-horrified at others. I never knew there was a London Gay Symphony Orchestra! Just past the Institute of Directors, as a huge truck containing gay youth was negotiating a difficult turn, Al (son) and I heard booing. We each wondered why. The driver was doing just fine!

As the truck cleared the turn we saw why.

A small, pathetic bunch of nasty little bigoted alleged christians waving placards "Be sure your sin will find you out" and some other low life in the crowd had decided to have a hissy fit and try to spoil a good day. I hadn't expected to be angry. My reaction was to want to leap the railings and make a few martyrs out of the idiot bigots. I've always been sure that christianity needs a few more martyrs, and these seemed best placed to achieve it. Of course I can see why that isn't advisable, but I do feel that my right to freedom of expression could be best deployed with the performance art of a little action painting with real blood.

I blame The Royal Academy and its exhibition of depressing stuff, I really do!

What I had been totally unprepared for was my whole reaction to the procession. Emotion had been absent in Trafalgar Square, all that was there was curiosity, added to amusement with the idea of the SCUBA group the Gay and Lesbian Underwater Group, or GLUG. Whoever thought of that needs a medal!

But, as I walked on the pavement against the flow of the procession I found I was fighting back real, hot tears, and was unable to speak in case I broke into sobs.

The entire place, with the exception of low life christians, of course, was smiling, laughing, happy. Families with kids were enjoying a day out and the moral majority was also watching a Gay parade and applauding. Kids were on shoulders to see. I saw every race, colour and creed, gay, straight, lesbian, bisexual, trans, all represented by happy smiling faces. My own family was there and happy.

And all the wretched hiding of my childhood years and my working life set against this happy, open, public display of ordinary people, people just like me, expressing their pride in being simply who they are, whatever they are, made me cry.

I could have stepped into the parade myself. I almost did, but this was the tail end of the procession and I was there on family business, different business. I would have felt guilt at leaving them when they have supported me emotionally for so long. So I felt simply great pride in those who were marching, and those who were applauding, and those who were simply watching, caught unaware by a simple yet great event.

Perhaps now is the time to remember the top of this article and read about attitude changes over time in schools.

Things which were terrible back in the 1960s still seem terrible to those of us who were firmly in the closet then. It's hard to shake the fear of discovery. This article is hard to write, and pressing "Publish Post" will take me a while even though I am no longer hiding. But, today, in many nations in the world, we gay people can be ourselves at last. I can be myself at last. Gay kids can be themselves at last. Some People are Gay. Get over it!

Friday, July 03, 2009

Let's knock the competition! That works

When I was a baby salesman I was taught "Never, not ever, knock the competition. Knock their products and services with our comparative benefits, but never, ever criticise them as a company or their sales team."

I can't say with honesty that I stuck to that advice.

What I can say is that, when I did knock, that came home to haunt me because I never got a deal where I'd tried it.

Yesterday I was busy not taking calls from a sales rep who'd had an email from me saying that I would not be using her organisation. Heck, no means no. A major reason had been that calls from her always said "withheld" and I have a normal policy on my mobile of avoiding such calls. I like to know who is calling me. But I pressed a button on the phone while getting it out of my pocket and it answered the call.

My needs are pretty simple. I need a debt collector to trace the guarantor for one of my tenants and to give him a nasty surprise. She was evicted owing me over £4,500 and I want it back from her or her guarantor. He's moved on. I can't trace him. A collection firm can, and we can get an attachment order against his earnings.

But the failing sales rep said "I hope you are not using [named firm] because they have a habit of quoting one fee and charging much more in loads of different and mysterious ways."

Even if she stood a chance before she lost it for ever for her firm with that statement.

I happen to be using the named firm. I checked their contract and discussed this conversation.

The losing firm? I am judging their customer service on their sales rep. I've got nothing else to judge them on, so that will do just fine. I know I want a touch firm, but I want one that plays it straight, too.

Thursday, July 02, 2009

How to make a telesales agent look stupid

I am getting more than fed up with offshore telesales companies calling my home in the evening. The score this week is "Tim Trent 3, rest of the world nil"

My current gambit is to be a little old man.

"I'm sorry young man, I am very deaf. Please speak slowly and Loudly"

"Louder, please?"

"Louder, please?"

"Louder, please?"

"Louder, please?"

I usually manage to get them yelling down the phone until they realise at last that I am probably playing with them. The air can get quite blue at that point. They are yelling from their call centre and look truly stupid.

Three so far this week.

And yes, they are fair game. My number is Telephone Preference Service registered. If they were not offshore I would be lodging complaints with the UK Information Commissioner.

Wednesday, July 01, 2009

Barclays and the Call Centre

I know it's my fault. Jackie Wyeth, my local branch manager says it isn't and that I've done everything right, but I know it's my fault. I had accounts with Barclays. I closed them in December and I'm trying unsuccessfully to get a certificate of tax paid on the money on deposit so I can submit it to HM Revenue and Customs. This should not be hard.

So, today, when I received a letter telling me that I had closed my account in December 2008 so could not receive a tax certificate for the tax year closing in 2010, I decided that the whole place was peopled with aliens from the planet Fuckwittia. And I called, yet again, the call centre.

Now this is always hard. Remember, I have no accounts, so I have no way of typing in account numbers on the phone keypad. Even so they require a 16 digit number to be keyed in.

Usually, this one works: "**** **** **** ****" That is 16 stars. You usually have to enter them twice because, the first time, it doesn't understand them. The second time it realises that you must be too stupid to answer the question, so puts you through to the front line staff.

Today I got through to the front line who took my details, could see my closed accounts and put me through to an alleged manager. At the end of the call, one where I was substantially assertive, the clown of a manager (remember the planet name?) said "have a nice day!"

Barclays is not an American bank. I checked with her, despite knowing this to be the case. She thinks "have a nice day" is polite. She thinks it is part of Barclays Customer Service Policy to say it. And she was more than surprised when I complained about that, and she handled it badly. So badly that she "managed" to cut me off instead of putting me through to the complaints team.

I dialled again. This time 16 stars got me through to India, not the UK. And India had no access to my account. They also have, naturally, no understanding of UK geography, so my explanation that I was in Bracknell located me in Brackley, which they said was in Yorkshire, not Berkshire. She could not put me through to complaints "There is a very long hold" and said that in the branch "no-one answered the phone, they must be out" (10:45am - go figure) and "you must go to the branch"

So I gathered up my loin cloth, two days' supply of food, a tent, found my camel and went into town. Sorry, we're having a heat wave here!

Jackie was aghast.

Trust me, I know this could get boring and repetitive, so I've cut a lot out. But there are loads of folk at present who would like jobs in Customer Service, and Barclays really ought to have some empty positions soon!

I wonder when they'll learn that:

  1. Their call centres really suck
  2. Really, their call centres suck
  3. Centralising things in call centres that suck is a bad, bad idea
  4. Did I mention that their call centres suck?
  5. Call centres outsourced to India suck worst of all.
  6. Barclays have very sucky call centres.
Probably in a few years time.

Meanwhile Jackie will solve my problem for me.

Oh yes. Why is it my fault?

Well, I opened an account!

Monday, June 29, 2009

Zamani's Restaurant, Ashby de la Zouch

To be really fair this entry is because I have never before said a thing about Asbhy de la Zouch. Zamani's is a great excuse.

Zamani's is a great little Italian restaurant and wine bar in the high street in Ashby. We'd stopped in Ashby and wanted food. En route to the town from our lodgings was a bright, shiny, new, empty "Ask" Italian place. We went in.

"A table for two, please?"

The lass asked if we'd booked.

Did I mention that it was empty?

Thought so.

I said not, and she giggled her apology that we could not have a table until 9:30pm. It was then 6pm.

I've been watching Ramsey's Kitchen Nightmares. I kind of know how long it takes to eat and then reset a table. Bernd and I were there for food, not a romantic evening!

We checked how we were dressed. Standard logistics check, we were clean, tidy, combed hair, flies done up, nothing out of place. We did wonder if they thought we wanted a romantic evening and they felt that two blokes might change their market niche, but the real reason is incompetence. How do I know? We went past at 9pm or so and they had three empty, pristine tables ready for phantom diners. Wondered about going in and asking for a table for two, but decided against it.

So, skipping back in time, after leaving Ask we wandered to the high street. It lacks obvious restaurants. We discounted Zamani's. It was empty, though lights were on, but the whole place was festooned with "Lunch Special" menus and signboards. And there is no front door.

After a fruitless walk up then down the town centre, were checked Zamanai's out again. You go round the back and find ~gasp~ a standard menu. We found it and went in.

It was empty, and, wisely, they sat us in the prime advertising seat - the front window. I don't mind that. The Ask is new and they were obviously struggling against it. But we were in. By accident, but in anyway.

The menu was Italian except for Tandoori Pigeon Breast. I try most things, so does Bernd. We opted for them. While we waited for them a couple of people puzzled over the lunch menu in the window and walked off, perplexed.

Great waitress, enthusiastic, pretty, helpful, fast, forgot that pigeon breast needs steak knives, but that's Ok. They arrived, and tasted good, though I think one too many flavours. I'd go for the salad trimmings round the breast, but leave the breast plain grilled after being marinaded in garlic, olive oil, and lemon juice alone, not the tandoori stuff.

Pizza was great, too. Crisp pizza base, even on the deeper pan option. That shows real cooking.

Over pizza we had a chat to the owner. I'd just watched another couple puzzle at the menu outside and walk off. He'd lost four covers already that evening, and it was still young. He hadn't realised that he looked like a lunch joint only, and rushed outside with his wife to see. And he and she agreed. And, oddly, changed nothing outside despite being hugely grateful!

He offered us coffee and brandy on the house for the positive marketing comments, and lost four more covers by changing nothing that night!

I think that's a shame. I think it's a great shame. The food's awesome, the ambiance is great, the place caters for families and "serious diners" too, and it can't afford to chuck away eight covers in the early, quiet part of the evening.

Gave them a great write up on Tripadvisor when we got back, and then checked out their website. It only works with Internet Explorer. None of the links work with FireFox, Chrome, Safari etc. So I used, in IE, the contact form on the website to suggest that they did something about it.

That was several days ago. The silence has been deafening. If I'd been booking a celebration meal for 50, would they still be ignoring me? Or has their web design and hosting company filtered this out?

Ok, it's a family restaurant and a family business. Let's forgive it the bad marketing. Go eat there when you're in Ashby. You'll love the food and the ambiance. But I do hope they read this. They need to get to grips with their marketing. That Ask is tough competition. Well, if it lets you have a table it is!

Monday, June 22, 2009

Tripadvisor - Excellent marketing tool

I've been away. "No shit, Sherlock," I hear you say. Both of my loyal readers wondered when I was going to blog again. Be careful what you wish for, say I!


Part of the time I was away I was touring the east coast of England. We had an amazing trip, my good friend Bernd and I. It's an annual 'boy's outing' where we choose a part of the UK and tour it with no real aim in mind except to see what is there. And we find Bed and Breakfast places to stay in when we want to stop driving.

And then, when we get back, I use Tripadvisor.com to write them up.

"Wait, you said this was a marketing tool, but members of the public do the write ups?"

Yup.

If the hotelier gets it right then they get a great write up. If they get it wrong then they get a good write up, but of their unpleasant accommodation.

That's great marketing. We and others praise what you do right, and we let the world know what you do wrong. And, as the owner, you get the chance to say what you have done to put bad stuff right. So you win even when you lose.

Unless you are a fool, of course!

Have a look at The Hare and Hounds in Wisbech and see what I mean. I'd like nothing more than to see a great reply there saying "Wow, we got that so wrong. But never again, and this is why..."

Thursday, May 07, 2009

Paypal and "customer service"

I have just had to contact PayPal support. I started on the 1st of May. I have my reply now. It is now 7th May. Well, at least both dates were in 2009!

Like many folk I rent a web server. Like many folk I pay with PayPal. Recently I set up a "subscription payment" to pay for the server. This is simple stuff!

The money leaves on the first of each month. This month is the first month where it has worked correctly, but we had reached about noon and nothing had happened. Now I know that PayPal us a US west coast company, so I was expecting 8am UK time to be the earliest, maybe 9am. I contacted support.

We went through an interesting iteration. I asked "At what time of day does my subscription payment to my web host get paid?"

So I had some replies. Between those replies I re-asked my question, ever more forcefully:

  1. We can confirm that your payment has been made
  2. We can confirm that your payment has been made (oddly repetitive)
  3. Your next payment goes on 1 June 2009
  4. Your next payment goes on 1 June 2009
  5. Your next payment goes on 1 June 2009 (lack of brain power at their end, here I think)
  6. Your next payment goes on 1 June 2009 (wow. Again!)
  7. Customer Satisfaction Survey!!!!!! (I was not satisfied!)
  8. Your next payment goes on 1 June 2009
  9. Your payment goes at 8pm (I asked what time zone!)
  10. Your payment goes at 02.00.00 PDT, this means 9am UTC (so, not 8pm in my local or their local timezone, then!)
I have now at least got an answer. But the conclusion I can come to based on this woeful trail of unmitigated trash ids that one PayPal person in ten has the ability to process words and has a brain.

So perhaps the headline should have been "we conclude 10% of their staff has a brain and language processing skills"

Altogether a very frustrating and yet satisfyingly complete experiment in social anthropology! But what a shame thatthey are the only game in town.