Monday, 28 February 2011

Customer Relations? You Bet

I should have written this post last week when I received the following email in response to this post.

The fact Mr Blair of Dyson took the trouble to contact me shows why they deserve to be one of the UK's top businesses.  Business reacting positively to criticism is something seldom encountered these days and I thank him for taking the trouble.

Could any of us imagine, for example, a UK utility supplier or one of the UK's airlines bothering to contact a blogger to further explain their product or policy?  Of course not, because we are not 'customers' to them anymore, we're stakeholders and stakeholders are only numbers on a balance sheet.

The email:

I saw you blog post the debate over the benefits of warm air hand dryers versus paper towels.  It’s a debate that has been raging for a little while but ultimately the decision of which to install is one that is made by facilities managers.

I did, however, want to point out that while you are right that it is the act of rubbing hands together that tends to increase bacteria count – hand rubbing is not necessary or indeed possible in the Dyson Airblade.  In addition a HEPA filter removes 99.9% of bacteria from the air used to dry hands and the machine’s sealed casing is infused with anti-microbial additives, eliminating 99.9% of surface bacteria.

Don’t hesitate to get in touch if you ever have any questions about Airblade.

Best wishes

Oliver Blair
GB and Ireland PR Executive


Note: The photograph is of the only Dyson product I own. It's as efficient today as when it was bought over five years ago. 


anorak said...

I have to say that after lambasting HSBC three times in lengthy posts - I received a surprise telephone call from their Director of Customer Relations who not only sorted the problem in minutes but gave me his direct telephone number (on my firm promise not to 'blog it'!).
Two days later they did the same thing again...
I phoned, it did go straight through to him, he did sort it once more.
This blogging lark has a lot to commend it!

JRB said...

How refreshing to see a manufacturer actually respond, especially when much of the comment was less than positive.

I find the reply you have received has served to elicit two major responses –
- An increased confidence in the company and in their product range.
- An affirmation that for some companies, as exemplified here by Dyson, customer service and satisfaction actually still do mater.

There are so very many other companies and institutions who would do well to follow this excellent example set by Dyson. This all goes to show how a simple e-mail, which takes a few minutes of the working day, can reach and influence many.

Thank you Mr Blair, for restoring some of my faith in corporate business.

… and just for the record, yes, I do have a Dyson.

Crinkly & Ragged Arsed Philosophers said...

Oh it's a hoover. My ones got a bag with a zip up the front.

For a minute I thought it was an article Cameron's been busy trying to sell in his Middle East tour.

RMcGeddon said...
This comment has been removed by the author.
subrosa said...

Well done anorak. This took me by surprise really, not because I don't know their products are of a high quality, but the effort made.

subrosa said...

John, an eloquent comment as usual. Yes, that's exactly what it has done for me but I wanted others to form their own opinion, although I did hint I was impressed didn't I? ;)

Best vacuum I ever had and used daily. It's kept its power too which has been the problem with my previous ones. Too expensive to repair and between the cost of bags and belts, I think there's not much difference in price.

subrosa said...

Crinkly, it's time you invested in one of these! Bags are sooo yesterday.

strapworld said...


Well we now know that Blair has got yet another job!

I have found, if I have any complaint of a company/article etc, by writing directly to the Chief Executive or Chairman I get a positive response within days.

But it is refreshing when management respond. It also goes to show how powerful the Subrosa blog is. Not bad for a Dundee housewife. Well done.

Derek Bennett EU-Sceptic said...

Dyson products are not ones I generally like and think they are overhyped and overrated, my experience of their vacuum cleaners are of a heavy to use contraption with badly design tools which are difficult to use - I don’t like the fact that James Dyson is pro-EU either.

However, I have used the ‘Airblade’ hand dryer and can vouch it is the only air blower dryer that actually dries your hands – it works, so well done Dyson manufacturing. Now what are you going to do to sort out the problem of James Dyson’s pro-EU stance?

Brian said...

I was a Dyson-sceptic until I bought a Dyson cylinder vacuum cleaner. It is excellent and the regular emails reminding me to rinse the filter are welcomed.
A wise organisation sees customer feedback, positive or negative as free market research and product consulsancy. Lakeland Plastics have a similar relationship with their customers who write in with ideas or improvements. A wise organisation also delegates the authority to problem-solve (with the appropriate training where necessary) down to "customer service" level. It makes both customers and staff happier.

Key bored warrior. said...

Which all reminds me of a wind up story told to me by an old soldier in far away foreign parts where I had just arrived.

It was regarding the so called traditional method of cleansing ones bum in the loo using your hand, which is done in certain cultures where you should never offer the left hand, I think, for greeting or waving,as it is an insult.

My expression of disgust was countered by the wind up bit, which entailed putting your soiled hand into a hole in the wall, where a wee man was waiting on the other side with sharp bamboo stick. He promptly jabs your hand with the stick, which causes you to react by pulling your hand out and stuffing it in your mouth to relive pain.

It is the mixed reaction of disgust turning to disbelief to embarrassment as you are reeled in and humiliated with the howls of laughter, that makes you glad we live in a civilised society, as we see it.

However Ghandis first thoughts as he was brought on stage at a Royal Command performance on seeing all the people in the theatre looking at him was, "dear me, all these people wiped their bums today with pieces of paper, what a waste."

Demetrius said...

I do hope the antibacterial is not the one that has a marked adverse effect on the male capacity to reproduce.

Crinkly & Ragged Arsed Philosophers said...

Ok: on a more serious note there's been a marked appreciation in the comments by people appreciating the interest of manufacturers to listen and consider the views and criticisms of their customers.

Wouldn't the same attitude be welcomed if it were adopted by those who purport to represent us?

Joe Public said...

Well done SR, it proves your Blog is read far & wide.

subrosa said...

Strapworld, I think you're confused with the surname Blair.

Auch, my blog is but a spit in an ocean but it does show how Dyson value customer feedback.

subrosa said...

I'd agree my vacuum is heavy Derek but it is so efficient that I can cope with that. I understand the later models are lighter.

Hopefully Mr Blair will pass on your concerns about Mr Dyson's pro-EU stance. But can you blame him?

subrosa said...

Jings Brian, I don't get emails. A slight lack in customer service there. :)

Then again I bought mine when it first came on the market so I presume they've upped their customer service somewhat.

subrosa said...

KBW, I heard that story several times when I was much younger. I believed it then.

subrosa said...

Oh Demetrius, I wouldn't know but I do know of several hundreds of other reasons. Not least than a certain dinner is a deterrent. But it's a long story.

subrosa said...

Yes of course Crinkly but will politicians take on such good practices? Of course not.

subrosa said...

Joe, you had to say that being a co-author. :)

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