It was great to introduce our two job-share receptionists to Robyn’s Getting a Grip on The Paper War text. It became a catalyst for us to improve our administration proce..."
Business Manager, The NZ Institute of Plastic & Cosmetic Surgery
Thank you for all the tips and words of advice you and your team have sent through.I have been constantly reading it and it does wonders to my line of work and also being a wife and mot..."
Communication & Media Coordinator, Ministry of Education, Cook Islands
I have just finished reading 'Getting a Grip on Time' and 'Getting a Grip on the Paper War'. Particularly your book on 'Time' got me back on track, and during the day I catc..."
‘I’ve just been reading ‘Getting a grip on Leadership’. It is very good and has had an impact on me. I realised I’d lost my way a bit re who I am ..."
Manager, Professional Practice, Central North Island Kindergarten Association, New Zealand
I have personally known Robyn Pearce for around 16 years.
From time to time my firm has contracted Robyn on a project basis to work with our professional staff as well as partners in the fi..."
Partner, A J Park, New Zealand
The kick-start that I needed was delivered by a velvet glove, but make no mistake the iron hand within the glove ensured that the message was received and understood. If you are going to spend some..."
Associate University Librarian (Research and Learning Services), University of Canterbury
Having worked already very successfully with our NZ Team, Robyn's support of the Australian Team over a 12-month period was fundamental to helping us cope with increased day to day workload - espec..."
General Manager - Marketing, Beiersdorf Australia
I have used Robyn as an Executive Coach for key Senior Staff for a number of years now and couldn't recommend her more highly. I've found as people step up in the organisation they often struggle t..."
Then General Manager, Beiersdorf New Zealand
When we reviewed the progress made as a result of your concepts, a staggering number of them had become an integral part of our day to day business, collectively making a huge difference to our eff..."
Wayne & Lisa Hughes,
Occupational Therapy Helping Children, NSW, Australia
I'd like to highlight the benefits felt both by the staff members attending your sessions, and the motivational flow-on effects experienced throughout the Hotel.In the developmental sta..."
Human Resources Manager,
Wentworth Hotel (part of the Rydges chain)
Thank you for your interesting and indeed challenging speech. I could see all the people who've ..."
Australian Institute of Credit Managers,
On behalf of the team at Strategic Lifestyle Management and our client Lend Lease I would..."
SLM Conference and Incentive Manager,
for client Lend Lease
"Thank you for the practical and informative Time Management seminar you recently gave to our senior m..."
ANA Hotel, Sydney
The response to the program was extremely positive, with an average rating of 4.4 out of ..."
GM, Outdoor Network, Australia
Your time management seminars are one of the best things we've ever done. Weeks l..."
Dubbo, New South Wales
Now several months later and my productivity has increased between 30% and 50%. I'm seeing more and bette..."
Senior financial planner,
A wonderful surprise to learn how much I had improved since the first programme with you nine months a..."
National Sales Manager,
Personal Insurance, GIO Australia
Feedback from the staff was very positive... all felt they had gained a great deal of control and di..."
C.Y. O'Connor College of TAFE, Northam, WA
A lot of great new ideas and some very good new tools that I shall start implementing immediately.
Group Services Trainer,
"Many practical hints which helped me reorganise my office, to operate efficiently." ..."
Baldwins (Patent Attorneys)
I would like to take this opportunity to commend you on the flexibility of your approach, and..."
Human Resources Manager,
Professional Services Review, Canberra
You presented a most informative and challenging training session. Your ability to gain q..."
Human Resources Manager,
Independent Pricing & Regulatory Tribunal of NSW
Once again you combine an enthusiastic presentation style with useful tips and techniques. Succinct and fun ..."
Manager - Training & Development,
Real Estate Institute of NSW
Your presentation was brilliant, and your thoughts on how to make time management beneficial to eve..."
President, Chatswood Chamber of Commerce, Sydney
We could not have chosen better. Your contribution was just what we wanted and needed, and I was t..."
Tamaki Teachers' Conference
Robyn, you gave a fantastic speech, and I am still having positive feedback about your talk to this day..."
Sales and Marketing Co-ordinator,
Swiss Grand Hotel, Bondi, and co-ordinator of Eastern Suburbs Women's Breakfast
I know everyone who attended was fascinated by all your planning tips and I know many have put t..."
Solo Home Business Network,
We were very impressed... everyone gained considerable insight to effective ..."
IT software company, Auckland
Following a number of very positive reference checks we invited Robyn Pe..."
Godfrey Pembroke National Conference,
"Thank you! I'm sure you could tell from everyone's enthusiasm that they enjoyed your presenta..."
Robyn gave much more than the professional information imparted in this kind of session...."
Principal Heritage Officer,
Heritage Council NSW
Thanks for your wonderful presentation. I've had a lot of positive feedback from our staff, and they c..."
Your down-to-earth common sense certainly hit home to a lot of people, and the feedba..."
Ass. Director, Marketing and Communication, L.J. Hooker Ltd
Robyn, in light of this morning's session (and comments about short emails!) I could leave it the..."
Principal, Marley Loft Systems (Accountants)
We've had great feedback since your last session with the NZ Institute of Charte..."
Past President, New Zealand Institute of Chartered Accountants
Since your time management course our managers have found that they ca..."
Then-HR Manager, International Cricket Council, Dubai
Robyn spoke to four of my Academy groups in the space of 11 days. I wa..."
Chairman, Academy for Chief Executives, United Kingdom
I just thought I'd spend a few minutes in the Proactive/Value-adding quadrant and let you know ho..."
Bell Gully, New Zealand
I would like to extend a huge thank you for making your valuable time av..."
Managing Director, Strategi, New Zealand
Since we worked with Robyn 5 months ago our team of 12 underwriters and support staf..."
QBE Insurance, New Zealand
Thanks very much for the Time Management programme you have conducted over the ..."
National Sales Manager, Southern Hospitality Limited
17 thoughts on “A Brickbat And A Bouquet!”
I too have been to Weta and was very impressed. I love the way they share the experience, as well as their latest great ideas (even though they may ‘fail’).
I also need to ‘bouquet’ the Wellington bus service and drivers who were very helpful in getting us there and back. Another example of great customer service.
If you think that had problems, try asking for a Maori name!
I asked for an ‘Opotiki’ number (using very good Maori pronunciation) and was asked where it was near to. ‘Whakatane’ I said, at which point the operator almost lost it. I got a number no where near where I ad asked for. The same thing happened a couple of days later when I asked for another number with a different Maori name in Masterton. I got put trough to a number in Auckland.
I do not blame the operator, but I do blame Yellow Pages for POOR TRAINING!!!!
I have had so many bad experiences, that I now automatically ask to speak to someone in Auckland. I usually get transferred straight away. The service is atrocious!
I have just read your brickbat to Yellow Pages – it is right on the mark! Yesterday I rang 018 to get the number for the Telecom Store in the Johnsonville Mall here in Wellington and it became clear that the person did not understand what a ‘Telecom Store’ was nor where Johnsonville was!!!
You go Robyn!!!
I’ve seen and heard Bruce Cotterill speak at a conference, and he’s too smart to let this happen. I hope you forward this on to him!! Peter’s right, this is a training issue – tell Bruce that Progress runs fabulously effective programs for call centres. This seems another situation where effectiveness has been sacrificed to ‘efficiency’.
Let’s all blog on what we want from our providers.
The 018 service ceased in my mind a couple of years ago. About the same time it went to $1 per request. (No refund if they give you the wrong number.)
If I need a number I call my office and get someone to look online. Cheaper and more efficient.
They have tried to kill the service and have succeeded as far as I am concerned.
My time is better used elsewhere than trying to demand service from Telecom.
Hi Robyn, so nice to hear from you again, having started my first proper job with Telecom, later to become Telstra I have every sympathy for the reluctant customer, I think people have to really desperate to actually call directories yellow or white as their poor service and attitude makes people frustrated at the operators lack of English and awareness of where places are. In support of the operators we were under pressure to answer as many calls as possible and spend as little time as possible on each call, maybe things have changed now but I doubt it. They have stats done on them every few mnutes in order to counsel their staff in ways to cut corners and answer more calls.
When you can’t make yourself understood and have to spell everything 3 times and still they fail to understand.
Who has 10mins to spare trying to find a #.
It would be quicker, easier and a whole lot less frustrating just to drive there and ask the question direct.
If it is worth doing, do it properly or don’t bother !
I also had a very frustrating experience recently. The telecom operator couldn’t give the the phone number for the local Member of Parliament. She did get her supervisor who was able to help. Oh the time wasting.
I also do not want to dwell on the negative but this is about customer service.
I too found my latest 018 exoerience with call centre staff not located in New Zealand and with no local knowledge extremely frustrating and time consuming. I requested a number for a company located on Queen’s Wharf in Wellington – despite citing the physical address the operator proceeded to give me seven other numbers not in the location I had specified. No amount of my reiterating the address seemed to help.
Thanks Prue Bridger for sending us this hilarious link from YouTube!
Watch Yellow. We received a bill for an ad they rolled over without getting authorisation. When asked for proof of our order we were given a credit. Were they trying it on or is there a hole in their process? The jury is out.
Obviously, what a good site and informative posts, I will add backlink – bookmark this internet site? Regards, Reader.
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Hi there, indeed we do have a newsletter, just go to https://gettingagrip.com/membership/. Alternatively you can also sign up for our regular ezine by going to https://gettingagrip.com/articles/free-stuff/14/3/ :)
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