Why are Thorney so rubbish?

[Thorney]

I've let Lee know already but brought some pressure to bear, wheels are here and will be shipped overnight tonight for Lee tomorrow.

However, it has highlighted an issue that we are still unreliable in our communication on the status of parts ordered so I'm effecting another change in internal systems to generate regular updates for customers even if the call or email says "sorry, we are still waiting".

I guess I'd rather things like this weren't splashed over the internet as the outcome was that we hit the deadline as originally set when the order was made and I'd rather we fixed our issues wihtout them necessarily being aired for everyone but at the same time I wont hide from criticism and if we are not performing as we should then I will fix it.

[AlexGTT]

Originally Posted by Thorney

I've let Lee know already but brought some pressure to bear, wheels are here and will be shipped overnight tonight for Lee tomorrow.

However, it has highlighted an issue that we are still unreliable in our communication on the status of parts ordered so I'm effecting another change in internal systems to generate regular updates for customers even if the call or email says "sorry, we are still waiting".

I guess I'd rather things like this weren't splashed over the internet as the outcome was that we hit the deadline as originally set when the order was made and I'd rather we fixed our issues wihtout them necessarily being aired for everyone but at the same time I wont hide from criticism and if we are not performing as we should then I will fix it.

Can't say fairer than that.Nice one John.

[azrael]

Originally Posted by Thorney

I've let Lee know already but brought some pressure to bear, wheels are here and will be shipped overnight tonight for Lee tomorrow.

However, it has highlighted an issue that we are still unreliable in our communication on the status of parts ordered so I'm effecting another change in internal systems to generate regular updates for customers even if the call or email says "sorry, we are still waiting".

I guess I'd rather things like this weren't splashed over the internet as the outcome was that we hit the deadline as originally set when the order was made and I'd rather we fixed our issues wihtout them necessarily being aired for everyone but at the same time I wont hide from criticism and if we are not performing as we should then I will fix it.

John, bad feedback is just an oportunity to turn that opinion around. This thread reads fine and shows willingness to resolve.

Have you got a customer comments/complaints email address, or anything in that new system of yours. I would take any you recieve seriously, assign them a number and make sure they are updated with any contact made (even left Voicemail, tried calling no answer) or updates. Then ensure each one comes to a conclusion.

You can then also use the data gleamed from doing the above to spot patterns, see where mistakes are being made or training required. Don't use it as a blame culture thing but a positive way for staff to improve, or as direct feedback to pass onto suppliers or back up your onward complaint.

[AlexGTT]

I'm fairly sure that in the light of this threads development we should maybe change the thread title? Seems slightly unfair to leave it as is.

Thorney order issue might read better.

[glendog74]

Originally Posted by AlexGTT

I'm fairly sure that in the light of this threads development we should maybe change the thread title? Seems slightly unfair to leave it as is.

Thorney order issue might read better.

Make it so then MOD man!

[northernjim]

Originally Posted by glendog74

Make it so then MOD man!

as well as having gay wheels, being completely OCD, you are a trekkie too

[Rutkowski]

John, while you're at it - pls pm me with a price for Intrax I2K pls.

[Thorney]

Originally Posted by Rutkowski

John, while you're at it - pls pm me with a price for Intrax I2K pls.

Sorry, we've not dealt with Intrax before so imagine Simpsons are your best bet. I'm testing the AST ones at the moment and of course Motons are a good choice but expensive.

[Rutkowski]

Originally Posted by Thorney

Sorry, we've not dealt with Intrax before so imagine Simpsons are your best bet. I'm testing the AST ones at the moment and of course Motons are a good choice but expensive.

sorry! let me know how you get on with AST then

[glendog74]

Originally Posted by northernjim

as well as having gay wheels, being completely OCD, you are a trekkie too

Coont!

I think you'll find it's because i'm in the Royal Navy and that the writers of Star Trek probably nicked that line from us...

I admit to your first two observations, however...