I wonder whether being able to download things at the touch of a button is giving us a false sense of time and practicalities. Is the last-minute purchase of insurance policies, bill payments and money transfers, hotel and flight bookings, gift vouchers, music, films, books and so many other day-to-day commodities tricking us into believing that everything is possible? Continue reading
I recently experienced how it feels when a company really understands its customers. It wasn’t that they knew what I wanted to buy – they knew how I wanted to be treated.
I enjoy coffee and am a big fan of Nespresso. Ever since the early days, I’ve liked their approach to delivering great coffee with convenience. My dream machine would be one of those professional Gaggia machines – but they’re not really practical in a domestic setting. So I’m now on my third generation of Nespresso machines and have encouraged countless others to follow and be part of the Nespresso Club.
Recently my machine developed a fault. The coffee wasn’t quite as good as it should be and I had noticed the occasional small pool of water leaking onto the kitchen surface. Based on my usage, I had received an email from Nespresso Club – “It is time to descale your machine” – and although I’d followed the instructions, it hadn’t helped. I rang the Freephone number and found myself in a completely new world of helpfulness. I wasn’t just a customer – I was a Club Member.
Have you ever noticed how difficult it is to get things done, and how little time there is?
The usual reaction to seeing time ticking away is to pick up the pace; to work a bit faster; to cut corners. And that sometimes works – if you’re running late to catch a flight, it might pay to hurry along before it’s too late. But I find that more often than not, the faster pace becomes the new norm, and the next step is to increase the pace once more in a never-ending cycle.
I have recently been encouraged to do things differently, and it is working. I’m deliberately slowing down, and I’m seeing the benefits – I’m getting more done. Continue reading