Skip to main content

A sweet apology from FedEx

So, FedEx screwed up, really quite impressively. To their credit, someone got in touch with me via email within a few days of me posting that, to apologise and ask for the specifics so they could get it dealt with. I've been a bit busy this week, so I've not had a chance to reply to them yet. In the meantime, my complaint letter must have winged its way to someone, as yesterday I got an email, confirming the information I'd asked for, and apologising for the bad service. Excellent: I'd got what I asked for, and that was an end to the issue.

But this afternoon, a package arrived for me. A big, heavy package from FedEx. I went off to collect it, with no idea why they were still contacting me: as far as I was concerned, the matter was closed.

But the label on the box gave a clue as to why it was there:

Slightly concerning that this is needed often enough to be a proper label...

And the contents gave even more of a clue: an apology note, and lots of delicious goodies!


Strawberry and cream cookies, shortbread, jams and marmalades, and dinky jars of classic sweets, yay!

OK: so they got things wrong. A lot. And drove me utterly up the wall for months. But once my complaint actually made it to the attention of someone with some customer service skills, they did their best to fix it. They deserve some credit for that.

So, FedEx, thanks for sweetening my day. Just make sure you keep an eye on your invoicing department in future?

Comments

Popular posts from this blog

Reinventing the wheel

I noticed an advert on the TV during the summer, and while watching it, I found myself becoming increasingly more irritated by its content as it went on. Then, not long after that, I saw another advert along the same lines, for the same group. I was reminded of my reaction to viewing those adverts last weekend, when I attended Library Camp Glasgow. One of the sessions I took part in covered advocacy, and what can we do to better promote the profession. The existence of these adverts is evidence of, to me, why we need to continue to work hard to show the wider public that "librarian" does not (and never has) equal "timid person who stamps books and says shhhh a lot".

So, this is one of the adverts that so annoyed me, for Barclays Digital Eagles:




Now, I'm not disputing the fact that the concept is great: Barclays are funding people specifically to assist those who don't have the skills needed to make full use of the internet, and the many opportunities it off…

Relaunching a library service

What do you do when you decide to do what is verging on library-based insanity, and basically scrap your current library service, and relaunch everything - physical layout, LMS, and classification system? In my case, spend a year, planning, developing, preparing….and then a frantic few weeks hauling stock!
The background to this apparent madness is this: when I took on this role I inherited a library using a layout that didn’t seem to make sense, a classification system I wasn’t familiar with, and an LMS that had been in place for 20 years but didn’t seem suited to our needs. As I was new to the library, a major part of the time I had available while settling in during my initial few months was dedicated to exploring how well these things were working, both for users, and library staff. I had the benefit of my colleague also being new to the library, only a few months after me, so together we looked at these issues with fresh eyes.We came to the following conclusions: The physical layou…