Let’s hear it for good service ...

Mar 26 2008 by Bill Midgley, The Journal

OVER the years I have to accept that I have often been critical of the levels of service and attitude provided by Government departments and their various agencies.

This is also a criticism that can be made of the private sector who forget the importance of the customer.

So if there are such departments who give good efficient service, it is appropriate that due recognition is given, with perhaps a question as to why others cannot achieve the same standards.

I refer to the DVLA situated in Gosforth who, on a number of visits, have never failed to impress an old curmudgeon such as myself.

While there are the inevitable queues, no one is left waiting for long, while waiting your documents are examined by staff for accuracy and that they are the correct ones, with the result that when your number comes up (literally) the query can be dealt with efficiently and expeditiously.

A far different situation than that which occurs elsewhere, when intolerance, arrogance and discourtesy are so often the order of the day.

So why the difference? Is this a one-off situation, the result of the efforts of a good manager? If so, a long and successful future should await that person.

Or is it indicative of the service generally provided by that department? That being the case, congratulations and why do other Government offices not use it as a role model?

It is a challenge, therefore, to match such a high standard in both public and private sectors, which will not only leave customers feeling far happier but must have a positive effect on staff.

Poor standards of service lead to ill-tempered customers and often frustrated staff who feel the brunt of the public’s anger. Not good for efficiency or morale, both areas being something a good manager should be attempting to improve. And in the private sector it will lead, more often than not, to a lost customer and a hit on profits.

If the DVLA can set such a high standard, then so can others, and we may not even feel so aggrieved about the fact that government has given them the unenviable task of taking ever more of our hard-earned income. So, while we should complain where appropriate, we should also recognise and appreciate good service.

Bill Midgley is a North East businessman and former chairman of the British Chambers of Commerce