Tony’s Diary: “Your people are wonderful – where do you get them?”

“Your people are wonderful …where do you get them?” I get that wherever I go. They never tell me I’m wonderful. It’s always the lot downstairs – well, all at home now, – implying “you’re lucky to have them, don’t really deserve them and given half a chance, we‘ll steal them away”.

And now this … the assessor’s report from the Institute of Customer Service.

Throughout … I was thoroughly impressed, not only with the focus and dedication to delivering service excellence displayed by everyone, but also by the relentless focus on continuously driving improvements and finding ways to further delight their customers. This was evidenced in the noticeable increase in The Institutes ServCheck scores, retention of ServiceMark with Distinction, great customer reviews on Trustpilot and all my conversations with members of staff 

At the same time, there is no complacency. While everyone clearly enjoys what they do and have quite a bit of fun doing it, everyone is serious about doing a good job, driving improvements and delivering the best experience to their customers.

How did we get to this?

We weren’t always so nice. I was taken off the phones decades ago – “bad attitude” – but remember a small group of girls in our old, much lamented, Plymouth office announcing they were going to totally change the way we talked to customers, and, without any permission, they just did it! They could; what with Plymouth being so remote. I suppose just ‘letting people get on with it’ doesn’t always work, but it has for us. The assessor’s report earned us another one of these very rare badges.

I think I shall make copies and send them to all our dispersed homeworkers to stick above their screens. That’ll encourage them on, won’t it?

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About Laithwaite's Wine

Laithwaite's began in 1969, when Tony Laithwaite took a job washing bottles in Bordeaux... and fell in love with real wine and the people who make it. When he borrowed a van to share these delicious wines with friends and neighbours at home, things went so well that boutique wineries were soon queuing to take part. Today we're the UK's No.1 home-delivery wine merchant, with over 1,500 wines to choose from... including red, white and rosé, plus Champagne and sparkling, beer and cider.

2 thoughts on “Tony’s Diary: “Your people are wonderful – where do you get them?”

  1. Hello Tony,
    Having read the glowing comments regarding your quality of service, I must enlighten you to the utterly appalling service I have experienced regarding TWO SEPARATE DELIVERIES of Laurent Perrier Blanc de Blanc Burt Nature by your courier YODEL when I was not informed in any way of the delivery (Not even that it had been despatched or even the delivery day) and as we live behind a locked field gate (which prevents our animals escaping onto the main road) BOTH ORDERS WERE DROPPED OVER THE 5 FOOT HIGH FIELD GATE ONTO THE HARD DRIVE Hello Tony,
    Having read the glowing comments regarding your quality of service, I feel that I must enlighten you to the utterly appalling service I have experienced from your organisation regarding TWO SEPARATE DELIVERIES of Laurent Perrier Blanc de Blanc Burt Nature by your courier YODEL when I was not informed in any way of the delivery (Not even that it had been despatched or even the delivery day) and as we live behind a locked field gate (which prevents our animals escaping onto the main road) BOTH ORDERS WERE DROPPED OVER THE 5 FOOT HIGH FIELD GATE ONTO THE HARD DRIVE.

    The latter order was for SIX bottles and I emailed your Customer Services immediately attaching photographs. (see below)

    I received a response from your Joshua Bamford at 13:15 on 30 October 2020 as per below, which I find totally unacceptable especially in respect of the highlighted statements:

    I have tried since Friday Afternoon to contact Joshua – without any response – not even to the two internal emails to him from your customer Services staff on Saturday last and again today (Wed):

    “Dear Mr Peacock,
    
    I am very sorry to hear that another order has not been delivered as requested.
    
    I will be bringing this up with my delivery management team as the driver has clearly left the case in a completely inappropriate place.
    
    I will mention that your instructions on the case will not be followed as our carriers do not carry work phones to contact customers before hand and we currently do not offer a tracking service on BA points orders. However, I will feed this back to the appropriate teams here at Laithwaites as a potential update in future. 
    
    The only thing I can suggest going forward is that you contact us when you place an order and we will be able to monitor/inform you of the delivery date.
    
    I would like to send a couple bottles as an apology for the inappropriate delivery, please confirm if you would prefer red, white or rose and I will arrange this.
    
    Once again, I would like to apologise that we cannot inform you in the way you wish before deliveries and the state of this recent order.
    
    Please get back to me when you can.
    
    Kind regards,

    Joshua Bamford
    Corporate Customer Service Advisor
    Laithwaites Wine
    03330 148 198
    http://www.laithwaites.co.uk

    “From: Grahame Peacock
    Date: Thursday, 29 October 2020, 16:51:49
    To:
    Subject: [External] YET ANOTHER APPALLING DELIVERY!! [Case ID: 0nkZ9d, Ticket ID: v4EgXl]
     
    Hello Customer Support,
    Again I must make yet another strong complaint about you courier YODEL who have today delivered my order of 6 bottles of expensive champagne(Order No: 32517033) and AGAIN have dropped the box over my 1.5 metre high gate onto my gravel driveway (see attached photos).

    After the last incident (on 29 July) CLEARLY NO LESSONS WHATSOEVER HAVE BEEN LEARNED.

    I took great care when ordering to ensure that the delivery detail was precise about CONTACT BEFORE DELIVERY TO ENSURE THAT THIS DID NOT HAPPEN AGAIN – AND MY HOME TELEPHONE NUMBER IS ON THE ORDER!!

    BUT IT HAS HAPPENED AGAIN!!

    NO COMMUNICATION HAS BEEN RECEIVED BY ME (AND I HAVE CHECKED MY SPAM BOX ON MY SERVER WITH MY PROVIDER).

    WE WERE SITTING HAVING LUNCH TODAY WHEN THE DELIVERY APPARENTLY TOOK PLACE BUT THE COURIER COULD NOT RING ME BECAUSE YOU FAILED TO INCLUDE MY TELEPHONE NUMBER ON THE DELIVERY LABEL (SEE ATTACHED PHOTOS).
     
    Champagne of this quality cannot be treated in this manner – indeed, nor can any other wine for that matter! 
     
    How can you use a courier who delvers such an appalling quality of service – especially for expensive items.
     
    I look forward to your early response and resolution of this matter.
     
    Yours sincerely,
     
    Grahame Peacock”
     

    Just because I am not actually making a cash transaction directly with Laithwaites does not warrant such an appalling delivery service with no notification whatsoever regarding delivery and such a poor offer of compensation.

    I was proposing to make my next order (again via BA) a repeat or even of 6 bottles of KRUG but how can I possibly do this with such appalling service.

    I look forward to your early response.

    Yours sincerely,

    Grahame Peacock

    On 30 Jul 2020, at 15:34, tradeenquiries@laithwaites.co.uk wrote:

    Dear Mr Peacock,
     
    Thank you for your e-mail.
    
    I am sorry to hear that your wines have not been delivered correctly by our carriers. This situation is not acceptable and I can understand your disappointment.

    I have passed your complaint through to the management at the carriers local depot so the driver can be spoken to about their mistake.

    Of course, we want to make the whole wine-buying experience with us as easy and as hassle-free as possible and as we have let you down on this occasion, I have replaced the bottles for delivery in the next 2-4 days free of charge.
    
    If this sort of thing happens again please do let us know.

    If we can be of any further assistance please do not hesitate to contact us, we are happy to help.
     
    Kind regards,
    
    
    Joshua Bamford
    Corporate Customer Service Advisor
    Laithwaites Wine
    03330 148 198

    From:
    Date: Wednesday, July 29, 2020, 7:26:38 PM
    To:
    Subject: [External] ProblemWithOrder [Case ID: 8hQ1pH, Ticket ID: EUJQeS]

    Dear Customer Support

    This is a web based contact email from:

    Mr Grahame Peacock
    Customer number = 13324625
    Postcode = DN22 0SJ

    Email = grahame@hazelpeacock.com

    Problem With Order

    Today was my first experience of receiving wine from you. I have no quibbles about your speed of service, packaging, labelling and CARE INSTRUCTIONS ON THE BOX. However, I TAKE GREAT EXCEPTION TO YOUR COURIER YODEL whose driver saw my wife acknowledging his presence at the gate BUT BEFORE SHE REACHED HIM, HE DROPPED THE PACKAGE OF CHAMPAGNE OVER THE 1.2m HIGH GATE ONTO THE GRAVEL DRIVE AND LEFT. IF THIS IS HOW YOUR WINES ARE DELIVERED, THEN I SHALL NOT BE USING YOU AGAIN FOR MY WINE SUPPLIES. I can supply a photograph of the package as he dropped it today. If you need it, please email me your request as I cannot attach anything here.
    Regards,
    Grahame Peacock”

    • Hi Grahame,

      We are really sorry to hear this. I have spoken with our customer service team and they have advised that you email them on customerservice@laithwaites.co.uk so they can look into this in more depth. Once again, we do apologise for any inconvenience caused.

      Best wishes
      Emily

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