This is a slightly deeper and possibly
more thought provoking note than usual.
The question is what incentive is there for anyone to do a good job, to deliver what they promise and maybe even more importantly to put things right when something goes wrong? Are they terrified of stick or motivated for carrot? Is it money, rules, customer satisfaction, fear, or what? Does the free market help or hinder? Who knows – but there is an interesting website debating all this stuff at www.moralcompass.org/.
At Park Lane Champagne, personalised champagne is our speciality. We strive for perfection and to deliver excellence which exceeds every customer’s expectation. We know we succeed – at least most of the time – because we do receive positive feedback from our customers telling us so.
Occasionally – and it is very occasional – something goes wrong. Normally this outside our control because a courier damages a parcel, a customer is out when delivery is attempted, a label contains a spelling mistake or whatever. We try and minimise all problems that are within our control and please rest assured that several human eyes look over each label produced and if we spot any obvious errors, we raise them. I have covered this before in a previous note on spelling.
BUT – if an error happens, we put it right: no quibbles; no recourse to small print; no bending of the rules; no excuses – even though most likely the error was not of our making. So there we have it: the attitude at Park Lane is to aim for the stars – nice simile with Dom Perignon back in the day at Hautvillers inviting his follow Monks to “come quickly for I am tasting the stars” when he discovered the magic bubble in his blend of champagne wines in the late 17th century!

How different to events in my own life. An important firm of lawyers has let something go wrong and I have lost out. At Park Lane, we would apply the logic that things do go wrong and let’s try to put it right. Not in the view of my lawyers: let’s pretend nothing has gone wrong and argue and disagree with every piece of evidence that it has. But then I guess that summarises the difference between working in our own customer driven business where service is all important, as opposed to a faceless organisation where the primary motivator is 6 minute billing intervals on the timesheet.
Still, the industry Regulators don’t like the “might is right treatment” I am getting; fingers crossed for Yin and Yang to start rebalancing in this modern day David and Goliath tussle.
In the meantime, Mother’s Day is just round the corner. Do remember to say it with champagne, this year!
Thanks mummy.
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