Some time ago you may have read my little tale of being stuck in a lift, at the end of which I said I was going to treat it as a mini-crusade to get the emergency lift button working properly.
Well, much as in the story itself, the epilogue is something of an anti-climax. The lift company Kone were all over it until they realised it wasn’t them that was supplying the phone support, at which point they instantly stopped giving the faintest shit. That was the last I or anybody else heard from them.
However, the chap I contacted at Plymouth Council was the epitome of public service. He immediately met with the bozos responsible:
Thank you for your email.
I have today visited the service provider and forwarded details of your experience, as you can imagine they were very surprised and disappointed by your observations. I have made them aware of my expectations and will be designing a new set of service standards to ensure that we do not get a repeat of your unfortunate incident.
I will be monitoring this performance over the next 3 months and will be undertaking regular checks (by pushing the bell myself) to assess the service standards. Should this highlight any deficiencies I will certainly look to change service providers.
I would again like to thank you for your support in bringing this to my attention, I will certainly keep you up to date with my findings
… and then when I followed up a few months later:
Yes, I can confirm that the out of hours company that responded so badly to your call have been notified as per their contract that we will be ceasing using their services (6 months notice), the service will be bought in-house into our new 24 hour CCTV service and dealt with in accordance with Plymouth City Council Standards. This should all come together in early 2016. By bringing the service in-house it will allow me to monitor performance and improve response times and standards, and also have additional benefits in such that the call handlers will have access to the city’s CCTV system which will increase the service standards and allow additional reassurance to people who need our help.
I am sorry again for your experience, however it has opened the eyes of the Authority to the poor service standards delivered by our Agent and provided us with the opportunity to improve.
Thank you for your time, support and interest in helping me move this forward
So that’s it. Fixed. I didn’t need to take a dump in the Kone offices after all. I’m almost disappointed
So a big thank you to Darren Stoneman, who has done a wonderful job, and a big nyar nyar to the useless service provider who has lost the contract because of our incident. I actually feel like I’ve achieved something! Even though I didn’t do any of it. Hey, this must be what it feels like to be a manager!