BA: When sorry seems to be the hardest deed

It seems that British Airways will continue to receive bad publicity over the disastrous opening days of Heathrow Terminal 5 so my own recent example of less-than-superior-service from the World’s Favourite Airline will hardly make much difference. But it does illustrate how difficult it can be to do the simplest things to say that you’re ‘sorry’ and to mean it.

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Be a great customer: give the gift of feedback

I can’t hear the expression ‘the gift of feedback’ without hearing a slightly sarcastic tone of voice probably because I have heard it used in that fashion to refer to feedback that’s un-diplomatic, too blunt or just plain rude. However, for any organisation committed to superior customer service, encouraging and dealing effectively with feedback is one of the most powerful things to drive improvement. I’m continuing to provide feedback to organisations that I deal with and will share the best examples on this blog. Here’s one that illustrates some good practice. Continue reading “Be a great customer: give the gift of feedback”