Archive: January, 2009

The ultimate customer complaint letter?

We’ve all had our fair share of ‘customer service nightmares’.  But a recent complaint letter to Richard Branson takes customer feedback to a whole new level.  It starts:

Dear Mr Branson

REF: Mumbai to Heathrow 7th December 2008

I love the Virgin brand, I really do which is why I continue to use it despite a series of unfortunate incidents over the last few years. This latest incident takes the biscuit.

The letter has been reproduced in full here, and is a great example of how a well drafted communication can have significant impact.

A while back we created this customer feedback letter template to help you quickly and easily communicate your dissatisfaction (or satisfaction) to your service provider of choice.  Try it out and send us your ideas on ways it can be improved.

The Mouse that Roared

A man was struggling in the woods to saw down a tree.

An old farmer came by, watched for a while, then quietly said, “What are you doing?”

“Can’t you see?” the man impatiently replied, “I’m sawing down this tree.”

“You look exhausted,” said the farmer. “How long have you been at it?”

“Over five hours, and I’m beat,” replied the man. “This is hard work.”

“That saw looks pretty dull,” said the farmer. “Why don’t you take a break for a few minutes and sharpen it? I’m sure it would go a lot faster.”

“I don’t have time to sharpen the saw,” the man says emphatically. “I’m too busy sawing!”

I would imagine this old story rings true for many Lloyd’s brokers but one of their number has found the time to improve their performance.

Don’t mention the “K” Word

Lloyd’s have recently announced the new Lloyd’s Exchange initiative which is being established to provide two key aims: remove the future need to maintain multiple connections with other parties and suppliers in the market; and to ensure that one standard is enforced.

All of the ambitions of the Exchange are absolutely laudable and important for the future success of the market. However, despite what anyone says, this is Kinnect all over again and this project will go the same way unless the most vital issue is addressed.

Kinnect had poor technology, poor management and confused ambitions but it was primarily in place to provide a central mechanism to deliver data from broker to underwriter during the placing process.

That’s enough talk about me, let’s talk about you, what do you think of me?

I’ve worked in and around the London Insurance Market for over 20 years and enjoy being in the middle of a vibrant marketplace where brokers and underwriters ply their trade. The market has traditionally traded face-to-face and technology is generally seen as a threat to that method of negotiation.

My intention with this forum is to discuss how technology can be used by real, “hard-core” brokers and underwriters to attract more business to the market.

I want to explore how London is perceived by overseas clients and producing brokers and consider how we can improve access to our market.

Business comes to Lloyd’s and the London Company Markets because of the depth of expertise that exists here and because of the relationships that have been built up over the years.