Sherie Griffiths

May 23, 2011

Business Jellying – ‘Another Bloody Network?’ – well, no, actually

Last Thursday, I went to my first ‘jelly’. No, it wasn’t a new concept in kids’ parties – it was work – honestly!

The event, which took place at the Park Inn, Thurrock (South-East Essex), was organized by Caroline Thomas of Sales Scene. Caroline’s first promotional email billed the session as ‘A different kind of networking’. Well, every networking group that ever gathered thought it was ‘different’, didn’t it?! ‘So, what’s new about this one?’ I wondered.

I’m always on the look-out for networking events – different or otherwise, though, and the subject heading told me this one was close to home. So although I didn’t open the email immediately, I didn’t delete it.

When a reminder came through, I was having a bit of an in-box tidy-up, so thought I’d better make my mind up whether to open or delete. I opened – and was curious.

It was an invitation to ‘Thurrock Jelly’ which was apparently free – but what the hell was business ‘jelly’?

I found out more when I interviewed Caroline for my radio show a couple of weeks ago – but it only really made sense when I saw it in practice.

To call it ‘networking’ at all is misleading really – it’s actually about co-working. Yes, some organic networking went on (which I always think is the best kind) – I’ve got two meetings tomorrow as a result; but the emphasis isn’t on sales and marketing, making contacts and swapping cards. It’s all about people who spend a substantial part of their working lives alone, getting together to work on their own projects in a more normal office environment, maybe to trade skills and ideas but certainly to break the day-to-day tedium of only having the computer to swear at!

So why is it called ‘jellying’? I thought it was something to do with everyone ‘gelling’ together – but, no. Apparently, the two IT freelancers who came up with the concept in New York in 2006 were eating jelly beans when inspiration struck… Let’s just be thankful they weren’t enjoying foot-long hotdogs…!

There are now several regular sessions in the UK and across Europe. They’re all different, but they have three things in common:

1 – Organizing the event itself is not a business;
2 – Jelly organizers don’t make money out of it (although as I saw for myself, they certainly have to work!); and
3 – Jellying is free.

Thurrock’s next event will be in June or July (dates to be confirmed) – and we hope next time to see some real jelly! If you spend too much time staring at your office wall (at home or elsewhere), longing for the phone to ring, ‘just to talk to someone!’, or marvelling at the conversational versatility of your coffee cup, why not give this a go? It’s so much more than just ‘another bloody network!’

May 11, 2011

The Battle of the Bolt – Consistently Inconsistent Customer Service

If you follow me on Twitter, you might have seen my mini-rants over the last month or so, about the problems of replacing a broken bolt for my cross-trainer. ‘What’s that got to do with a blog about business communication?!’ I hear you cry! Well, read on and all will be revealed…

My cross-trainer has never been one of those that stands in the corner, gathering dust and guilt. Since it arrived in January 2009, I’ve used it nearly every day. So you can imagine my frustration – not to mention mild shock! – when I was ‘ski-ing’ away one evening – and the left ‘ski’ suddenly gave way! Had I fallen into a virtual snow hole? No, the pedal hinge bolt had sheered off.

So the next morning, I went in search of a new one. I started with the manufacturers (who I won’t name). Yes, they said, of course I could have a replacement. No, they said, it wouldn’t cost me anything. I could claim on the warrantee – provided I had the serial number. This, I was assured, I would find on a sticker on the machine.

I didn’t. I looked everywhere – I even turned the thing upside-down – no mean feat, I can tell you!; but the only sticker I found just repeated the information about make, model number etc, which I’d already seen in the manual.

So I rang the manufacturers back. ‘Oh dear!’ they said, ‘well, without the serial number, it’ll cost you twenty-five pounds for a new bolt.’ Twenty-five quid?! The whole unit only cost about £250! Were they seriously suggesting one simple bolt was worth ten percent of the total?! ‘Why is it so expensive?’ I wanted to know. ‘Ah, well,’ said the representative sombrely, ‘you see, we have to import them from China.’… Hang on a minute…I might be wrong here, but don’t we import stuff from China because it’s cheaper…?

Trying a different tack the following day (after yet another hunt for the all-important digits), another rep explained, ‘Well, if anything’s going to go on those things, it’ll be the pedal hinge bolt. Takes all your weight, you see.’ He’d said I could have a spare screw I needed for next to nothing, ‘because we stock those. We just don’t stock the bolts.’So why, I wondered, if the pedal hinge bolt was the most likely thing to give way, didn’t they stock those as well? Surely it would be easier and cheaper for all concerned? He couldn’t answer that.

He eventually referred me to Argos, assuring me they would have the serial number on their home delivery records.

The short end of a long story is that after several circuits of Argos’s telephone network, I finally spoke to a very helpful rep, who said she could give me every number I could possibly want re my cross-trainer – except the serial number. They gave me another number to try, saying it would take me to a different department within the manufacturers – but it actually took me to another department within Argos – which I’d already visited more than once on my trips around their phone system!

It was no good, I thought. I was just going to have to bite the bolt and pay the twenty-five pounds.

Resigned to my fate, I rang the manufacturers again.

This time, when I gave a potted history of the mystery tour which had brought me to this point, the latest rep said, ‘Oh, well, I think we can let you have one of those. If it was a computer you needed, we’d have to charge – but one bolt isn’t going to be a problem. It’ll be with you in seven working days.’

It arrived this morning – WHOOOPEEEEEE!!!

So what’s my point? Well, almost everyone I spoke to, at both Argos and the manufacturers, was friendly and helpful – and it’s great that the last man was able to solve my problem – but why couldn’t someone have taken that approach a month ago – before I ran up my phone bill – and nearly did my back in, looking for that serial number? Of course I’m not suggesting there should be a free for all when it comes to warrantees, but if you can prove purchase (which I can), it’s clearly possible to be flexible. It’s just a pity that not everyone on the customer service team is aware of this.

Over the last several months, I’ve been working with Ivan Newman of Living Inside The Brand, on a series of audio-visual downloads about customer service (check them out on YouTube).  The subject of consistency has come up – well, consistently.

Why haven’t I named the manufacturer? Because if my eventual saviour bent the rules for me, the last thing I want to do is highlight that fact and get him into trouble. To be honest, I think he deserves a commendation!

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