Great Service - The Madison Experience

Why can't the British be more like the Americans when it comes to serving people? I have just stayed in the Councourse Hotel in Madison, Wisconsin and the staff there could not have been more helpful and obliging. As soon as I arrived they referred to a note they had made that I wanted a room overlooking the lake if possible. It was their pleasure to have found me one! When I later realised I had not packed my comb, a comb was delivered to my ninth floor room within minutes of me enquiring about where to get one. When I needed something photocopying it was done for me instantly - "our pleasure sir, no charge" Even the Coach USA (Sam Van Galder) bus drivers on the route between Chicago and Madison were brilliant, (don't worry sir, we'll let you know exactly where you are at each stage of the route and help you with your luggage), as were the staff in Starbucks, State Street, Madison, (you are welcome to have this blueberry muffin on the house sir as it is slightly broken).

Contrast this with the 'take it or leave it', 'so so', 'we're doing you a big favour' type of attitude that is all too prevalent in the UK and of which so many of us who really want to feel proud to be British despair! For example, where is the promised email message from the shop keeper I visited before leaving for the USA to tell me my log burning stove has arrived in stock - or not? Why is he not answering his telephone or returning my calls? Do I now have to drive nearly 40 tortuous miles to his shop to find out what is happening, only to risk finding it closed when I get there?

I needed to take this stove up to Scotland with me the day after I returned to the UK so I could have heat in my house - something I emphasised to him when I placed my order. There was only one day I could collect it from him before going up to Scotland i.e. today. Tomorrow is a Sunday and he is closed. Now I will have to change my plans, re-schedule to stove fitter and wait until Monday to go north. More cost and inconvenience to be borne by the customer!

Would I recommend this shopkeeper to you for his customer service? No way! Or to quote Dr Deming, "Does anybody care about profit?" Not even small business owners it seems!