Excellent customer service should be at the core of every business, and there is no excuse in this day and age for falling at this hurdle. Yet so many businesses do, don’t they?

Yes, they do, and it drives me nuts. I’ve got worse as I’ve got older and will now complain whereas I used to be very British and not say anything at the time but moan like hell afterwards.

I think a lot of people still do that. Look at TripAdvisor or any social media channel, and they are littered with angry comments from people who’ve been at the receiving end of poor or even diabolical customer service.

Yes, for sure and I guess it’s a shame that we’re not all so vocal when it comes to shouting about good customer service but heh ho, so let’s begin by giving listeners some of our own good and bad examples so that we can all consider how we may get things right. You’ve got a great positive example haven’t you, Nicky?

Yes, I have so buckle in listeners – here goes, I must confess I blogged about this at the time so I would like to stress that I do also try to share good news stories when they’re due.

So, what happened then?

Well it was a Friday night and the tumble dryer had eventually packed up and balancing the broom handle was no longer working so I decided I had to finally replace it so recalling the catchy AO lets go jingle, I logged on. The fact I could upgrade so they’d recycle the old appliance and they would remove the packaging and then the fit machine for a small fee appealed as did next day delivery and timed four-hour delivery slots. All done, purchase and wait.

So that nicely highlights the importance of the customer experience starting right from the advertising through to the ease of using their website then? They made it easy for you?

They certainly did. But my experience did not end there.

Oh right, carry on then!

I then received a phone call that evening to check I was happy with my purchase and to confirm that I would receive a text by 7 am the next day with details of my timed slot, did I also know I could track the delivery in the event I should need to go out?

Did you know that?

Nope, but I thought it might prove useful as it was the weekend. I decided to forego the offer of an extended warranty. What do I know I may regret it, but PPI insurance oversell still resonates with me.

I know what you mean. What happened then?

The next morning, as promised, along came the text and yes, I did indeed need to use the tracking facility as an unexpected kiddie taxi ride loomed but then on top of this I received a security call from the driver telling me that they’d be with me in 15 minutes and to check the access arrangements. Delivered, unpacked and switched on 15 minutes later I was a happy bunny.

15 MINUTES? That’s amazing!

Then followed a text from the delivery driver asking me to rate their service, unsurprisingly I text back “brilliant”, a further text asked me if they could share this with their Facebook page if okay with me. Finally, the next day a quick net promoter score email asked me to grade their overall service and if I wished to answer six fuller questions an opportunity to be put into a free prize draw.

So, all in all, a brilliant experience that you are keen to share with others, just as you are now?

Absolutely. But then a week later and counter this with a visit to a very well-known treasured Dorset canteen for tea and cake, a pit stop during a mindless drive back from Cornwall with four teenagers.

Somehow I don’t think this is going to end well.

Admittedly we’re all a bit dazed having just had our first breath of fresh air in four hours, but we waited patiently at the “wait to be seated” sign and watched staff busy them...