Tag Archives: customer service

Vaughan Gordon

Jaguar vs Porsche…a lesson in customer service

By Vaughan Gordon

Jaguar vs Porsche...a lesson in customer serviceI was having lunch with Simon, an old forty-something colleague of mine from my aerospace days, who told me the most appalling (yet, not wholly surprising) true story about the way he had been treated whilst trying to buy a new car. Let me explain…


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Vaughan Gordon

Mary Portas…Marketing Queen

By Vaughan Gordon

Did you see Mary Queen of Shops this week..?

The struggling business this time was John Peers Salon in Rotherham. Mary Portas soon identified the failings of John Peers, the British Hairdresser of the Year winner back in the 80s. He quite simply needed to listen. ‘Really is that all?’ you may say. Well, yes – she taught him a valuable lesson: to take the time to listen to what his clients actually wanted.
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