Blog Posts
Why I won’t change my bank account – but why you should!
There are many people who never change their bank account and quite understandably so. It’s largely down to the fact that they believe it is a long, convoluted process, which involves a mountain of paperwork and can only result in disaster. It’s also often a case of...
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The Spa at Hatherley Manor: One year on
It was a beautiful midsummer’s evening. On Friday 28th June, the sun was shining, the BBQ was lit, prosecco was flowing and a stream of guests started to arrive at a special anniversary party to celebrate the first birthday of The Spa at Hatherley Manor. It’s hard...
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Breakfast with Jay Halford, Chef and Owner of NR Social Cheltenham
At last! A breakfast chat, which might actually include a real breakfast! And what a fabulous breakfast it would be too. Please welcome this week’s guest to chat about healthy eating, networking and delivering excellent Customer Service, Jay Halford, Chef and Owner of...
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Is it just moi? Why it’s important not to accept poor customer service
I always find myself asking this question. Maybe I’m too fussy or maybe I expect too much? But then I think, wait a minute, surely it’s not a bad thing to at least get your money’s worth for things? We work really hard for the pennies we earn so they need to be well...
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Breakfast with Adam French, Consumer Rights Expert at Which?
The new ‘Breakfast with…’ series never ceases to amaze me in terms of the incredible people who have agreed to take part. When I chose ‘inspired’ as my word for this year, I think I really underestimated its significance and how overwhelmingly inspired I would be....
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Grenfell Tower, two years on. Will we ever hear the truth?
On the 14th June 2017, just before 1am, a fire broke out in the kitchen of a 4th floor flat at the 24-storey Grenfell Tower block in North Kensington. 72 people died, countless others were injured and all of the residents lost their homes. Unbelievably, it’s two years...
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Breakfast with Scott Dixon Consumer Champion
If it’s not good enough, then it’s just not good enough. This week’s fabulous breakfast guest is a fellow consumer champion who has become my firm new ally in the quest to challenge poor Customer Service. Please welcome Grumpygit himself, Consumer Champion Scott...
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Press 1 for #Aaaagghh Automated Call Systems
Automated call systems just drive me to distraction. There is nothing more irritating than calling a company with a quick query (that you you’ve already spent hours trying to find the answer to online) only to end up trawling your way through a series of random...
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Spring by Chez Mal at Malmaison Cheltenham- A Lady Janey Dining Review
The sun is shining, the birds are tweeting and with the delicious Spring by Chez Mal Prix- Fixe Menu available at Malmaison Cheltenham, spring has most definitely sprung. Have you tried it yet? His Lordship doesn’t venture out much so when he does, it has to be...
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Breakfast with Sali Green, Creator of the Cheltenham Lifestyle & Business Directory
Supporting independent retailers is very much at the heart of everything I do on the blog and in my world of Mystery Shopping, smaller companies frequently offer the very best of customer experiences leaving the larger ones who should know better firmly in the shade....
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When the trust has gone- Traders who let you down
It’s a real shame nowadays that it’s hard to know who we can trust and who we can’t. Our years of house building have absolutely destroyed my confidence in the ability of someone to do a job well or a product to do what it says on the tin. I’ve lost count of the...
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Celebrating Local with the SoGlos Gloucestershire Lifestyle Awards 2019
With not only the best of settings in the stunning grounds of Gloucester Cathedral but also a sparkling evening showcasing the very best local businesses, events and individuals, the second annual SoGlos Gloucestershire Lifestyle Awards on Thursday evening marked a...
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When companies do not listen to customers
If you don’t listen to customers, you can’t help them, understand them, provide what they need and you most definitely cannot resolve any problems they have with your product or service. It defies belief that I even have to write this post but it seems that the...
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Signature Aveda Blow Dry at Aveda, Cheltenham- A Lady Janey Review
Did you know there was a Blow Dry Bar in John Lewis & Partners in Cheltenham? No, neither did I until recently but I’m so excited to have discovered it! If you want that ‘just stepped out of the salon’ look then you definitely don’t need to ‘look’ any further. There...
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Breakfast with Greg Jackson Founder and CEO Octopus Energy
Welcome to the next exciting interview in my new Customer Service series. I wanted to kick things off with decisions about what we’re actually having for breakfast but today’s all inspiring guest had other ideas. Please welcome Greg Jackson, Founder & CEO of Octopus...
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Personal Styling and Makeover at John Lewis & Partners Cheltenham with lunch at Huffkins: A Lady Janey Review
Have you heard about the new experiences at John Lewis & Partners, one of which being the Complete Style and Beauty package? Keen to find out more, I headed over to the Cheltenham store to try out some of the experiences for myself and was pleased to be welcomed into...
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Breakfast with Dean Burdon, Director of Customer Services at TalkTalk
Welcome to the latest exciting interview where I’m out and about interviewing, and having breakfast with, some of the biggest players in the world of Customer Service today. Today’s guest is the Director of Customer Services at one of the companies that over the years...
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The 5 Biggest Customer Service Mistakes Companies Make
Primarily my Customer Service mission was started because I was so exasperated by falling standards in the UK and even though I’ve discovered a lot of lovely companies along the way, the same old shameful companies are still out there, making the same old shameful...
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Breakfast with Shep Hyken, Customer Service Expert and Speaker
Amazing! Maybe this is the word I should have used for 2019? You’ll understand why as you read this post. However ‘inspired’ is most definitely still a theme, which looks set to continue. In this NEW series I’m out and about having breakfast with some of the biggest...
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Gin & Tea Tasting at Memsahib Gin & Tea Bar Cheltenham- A Lady Janey Review
Gin & Tea, what an intriguing combination! As soon as I heard about the opening of the new Memsahib Gin & Tea Bar in Cheltenham, I couldn’t wait to find out more. And wow oh wow! A visit to this Gin & Tea Bar is far more than just the chance to try a wide selection of...
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How to take care of your dog in hot weather
It beggars belief that I am having to write this post but as we start to see temperatures soaring once more that it seems like some people still do not know how to look after their dogs in hot weather. I come across a lot of stupidity in the world of Customer Service...
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