rob waller

Tuesday, November 11, 2014

Moving house and brand experience

We're moving house, so are trying to tell all the organisations we deal with – producing some interesting variations in responses. The patterns so far are:

I email them, and they reply.
I email them, they don't reply but make the change (as evidenced by mail going to the new place).
I email them, they don't reply and I don't know if they've made the change.
I email them and they mail me a form to fill in and send by post.
I log on to a secure site and make the change, and it's fine.
I write them and they make the change but don't reply.
I write to them and they don't reply (yet).
I write to them and they reply by post to the new address.
I write to them and they reply to both the old and new addresses.
I write to them. They write back to insist I call them, thus experiencing the phone menu hell I was trying to avoid. Thanks, John Lewis Partnership Card and Tesco Bank.
I call them and they make the change by phone.
I call them and they send a form to fill in and post.

Some of the replies wish me well for the move, which is nice.
One of them, a charity, apologises in advance that they were too late to stop a marketing mailshot.

One of them includes a snitty remark about giving them at least a month's notice next time. It's from an academic organisation, obviously.


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