I picked up my friend Jamie at Newcastle; he’d just had a 3-hour train trip from London and commented that the service was getting worse.

The once brilliant Apple have dropped the ball three times (with me) over the last 12 months.

BT told me less than the truth, failed to fix a problem and mis-sold me a product.

But then on the flipside...

I’ve experienced great service from the staff on LNER (east coast trains) who made me feel valued and welcome.

Apple fixed a cracked iPhone screen in 50 minutes and gave me a few hints on new features.

And Ross, the BT engineer who came to do the work, was twenty times better than everyone I’d dealt with; spending hours fine-tuning my broadband as he discovered I was broadcasting a webinar later that day.

The question is - is customer service moving forwards or going backwards?

And while we’re pointing fingers (me included) how is your level of service, to your customers, internal and external?

Expectations have never been higher.  Are you stepping up?

I’m more determined than ever to help improve levels of service in every sector and in 2020 I’m going to double my efforts to achieve this.

So, who is providing brilliant service and who could be better? Leave your comments here and I’ll send a copy of my book ‘Five Star Service’ to my favourite.

Be Brilliant!