Open Chord's Field Guide to Superior Service

Over-compensate for superior service

NickB — Tue, 29 Jun 2010 20:27:13 +0000

I’m writing this whilst watching Spain play Portugal in the World Cup and, as I usually root for the underdog, I’m supporting Portugal. Having had a great experience in Portuguese-style piri-piri outfit Nando’s last night I’m even more inclined to favour them. The secret? Over-compensation.

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Is superior service just Up In The Air?

NickB — Thu, 11 Feb 2010 22:07:37 +0000

I didn’t set out to theme this year’s blogs around films but as all consultants know, two data points make a trend, so maybe I’ll continue to do so (although I’m planning to see The Wolfman soon so that could be tricky). After finding a service message in The Road it’s much easier for me to find one in the latest George Clooney vehicle Up In The Air. But it’s one that challenged my own ideas of superior service.

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The Road - to superior service?

NickB — Mon, 11 Jan 2010 21:26:06 +0000

I saw the film adaptation of Cormac McCarthy’s The Road at the weekend. It’s a marvellous film and, as an adaptation, it’s difficult to fault – but one aspect struck me as, well, intriguing. (more…)

Of fonts, film and (rugby) football

NickB — Sun, 06 Sep 2009 17:39:32 +0000

As someone whose walls are decorated with a fair amount of typography and calligraphy (an abiding interest from my wife’s days as an art student) I was interested to see the furore generated by IKEA’s decision to change its catalogue font from Futura to the more screen-friendly Verdana. Is this just an issue for font-geeks or a massive erosion of the brand loyalty engendered over many years of superior flat-pack design and serving countless Swedish meatballs? (more…)

Don’t leave me this way: switching mobile networks

NickB — Thu, 14 May 2009 20:09:14 +0000

Having been happily married for many years I don’t really remember my last relationship break-up – and it’s probably fair to say that any notions I have are informed by films, plays or books (or the Archers come to think of it). However I had a reminder of what it might have been like following a recent break-up with O2. Paraphrasing somewhat, it went a bit like this: (more…)

In praise of improvisation, comedy and Wallaby Lacrosse

NickB — Mon, 26 Jan 2009 22:19:25 +0000

I make no apologies for a second post on the joys of improvisation – this time inspired by seeing the Comedy Store Players (featuring Paul Merton) in an evening of hilarious improvised comedy at my local theatre last weekend. For readers unfamiliar with the improv approach, the audience supplies the source material by suggesting film or theatre styles, character names, locations, jobs and so on. It’s then up to the performers to improvise from that starting point. It’s hard to convey the results of this without making it sound ridiculous – which it is – so I won’t attempt to. (Since it’s played for laughs the ridiculousness is all part of the equation anyway.) (more…)

Better late than never – the 2008 Open Chord awards!

NickB — Thu, 01 Jan 2009 18:11:15 +0000

I’ve spent a large chunk of the holiday season reading the papers and they’re chock full of articles looking back at 2008 and looking forward to 2009. Depending on how grouchy I’m feeling it’s either a neat bit of recycling or plain lazy journalism. Whatever, this year I’m not going to be left out and so I’m proud present the first annual Open Chord Awards for superior customer service.
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In praise of improvisation

NickB — Wed, 26 Nov 2008 22:48:43 +0000

I was going to write a post on customer service in a recession but then I got distracted by a great article on improvised theatre posted on Innovation Tools. It made me realise that my original impulse – to post a piece on the recently-ended London Jazz Festival was the best one to go for as both the article and my experiences at the festival were inspirational and, yes, they do provide useful lessons for customer service.

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Could you stop using e-mail?

NickB — Wed, 01 Oct 2008 21:21:07 +0000

Just back from a great evening of stimulating conversation about the pros and cons of e-mail at a Knowledge Cafe organised by knowledge consultant David Gurteen. Luis Suarez of IBM kicked off the evening by proposing that e-mail was a very poor tool for collaboration and there were more productive ways of communicating. Luis has not used e-mail for around 8 months now and seems all the happier for it. Through talking to a range of interesting people - the Cafe is structured (more…)

Novotel: superior service in Ipswich

NickB — Wed, 17 Sep 2008 20:42:48 +0000

Sometimes I think it’s best to leave reviewing a good customer experience for few weeks to see if it stays with you for a period of time. The test of a superior service is that when you think back to the experience you get the same positive emotional reaction that you got the first time. So that – combined with a busy schedule recently – is my excuse for not posting an immediately positive reaction to the Novotel in Ipswich.

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