On Sun, 24 Jul 2005 09:52:38 +0100, Ian F. wrote in
, seen in uk.railway:
"John Turner" wrote in message
. ..

My wife and I run a small model shop where we are totally reliant on the
good will of our customers. We've been doing that for almost twenty
years, but not many customers come back if you treat them with contempt,
so we have to treat them well.

The difference is that bus drivers, TOC staff et al know full well that we
*have* to use their services

No you don't, any more than you *have* to use Woolworths, a company
which IMX wouldn't know what customer service was if it was tied to a
wet fish and slapped around their face.

And yet they don't seem to have any problems making a profit despite
the lack of service and huge amount of competition in their field.

Nor indeed do any of the other companies who the railway industry was
supposed to take lessons in service from and whose service ethic is
nothing more than words in their publicity.


- we can't take our business elsewhere at a
similar cost - so they can treat us with as much derision, contempt and
sneering bad-attitude as they like and we are powerless to do anything about
it. [...]

Mm. You might find life is a lot less stressful if you remove the chip
from your shoulder. It's evidently weighing you down a lot.

--
Ross, Lincoln, UK

We're *not* afraid
http://www.werenotafraid.com