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Category: REPUTATION

Bad Courier Service Part II

Bad Courier Service part II

I wrote the other day about an experience my daughter and I have had with ‘Hermes Group’: https://marketingagency.cymrumarketing.com/2021/01/29/couriers-poor-services/

As you all know where ever there is an opportunity to write about different things I also seek out the CEOs of the companies for comment.

Now moving forward after I had emailed the CEO Martijn DeLange with a copy of the link to my original post, I then got someone underneath him to contact me.

This brings me to the post I made about heirachy, if I wanted his minions to contact me I would not have contacted him: https://marketingagency.cymrumarketing.com/2021/02/01/sending-emails-to-ceos/

So anyway the email said they were investigating the incident.

My daughter then said that she also received an email from the depot also saying that they apologised but the parcel was still in the depot??

As you are aware I updated my original post and said a random stranger had actually delivered the parcel the following day after I raised the complaint, so how could the parcel still be at the depot??

This tells me the company either do not know what they are doing or are simply lying to save face.

I updated the original post to say the parcel had been delivered by some random stranger but not by Hermes and the parcel had been delivered to a random address and not ours.

Not thinking anymore of it, I then received a phone call from head office yesterday 03/02/21 and Hermes Group wanted to confirm if my daughter had received her parcel and I said yes but wait for it they mentioned that the parcel was from ‘Pretty Little Thing’, not once did I mention ‘Pretty Little Thing’ in my in my emails although I did say it was coming from ‘ASOS’, so where they got ‘Pretty Little Thing’ from is beyond my thinking?

The person from head office then made the excuse that the delivery driver was new and did not know the roads very well and that they were going to dismiss him to make sure this type of incident did not happen again.

Now if you peel back all the layers you have to try and find the real problem.

Was it the delivery drivers fault….., really?

The person I spoke to said he was not given a GPS tracker although under normal circumstance they do use them. For the most part even if he did not have a GPS Tracker for what ever reason most people have smart phones so they would be able to find an address using Google Maps.

Instead of dismissing the driver they should have called him in to re-train, everyone should have the opportunity to have a second chance to redeem themselves.

The way I see it is the people at the top do not want problems and as my clipart shows rather than fix the problems, just eradicate them, meaning in this case, firing the driver.

Treat your staff well and they will treat you well.

If there is a problem and in the case of the driver not having a GPS Tracker to track the parcels then that is management problem not the driver.

How the parcel ended up at a random address is mind boggling, unless the driver simply dumped it? Apparantly the drivers are paid by the delivery and not by the hour, so if this particular driver the other day could not deliver in time he would have just delivered it to a random address, thats my way of thinking.

“The parcel in question that was delivered to a random persons address contained several hundred of pounds of high end top brand cosmetics I had bought for my daughter’s birthday”.

Lucky for Hermes Group there are still some honest people in this world.

If I were management I would make sure all undelivered parcels were brought back to the depot and passed onto some else to deliver. (perhaps drivers are penalised if they do not meet their daily quotas), who knows?

Even if the parcel is running late it is better than no tracked parcel at all and it is better a parcel being a day late, than the parcel going astray.

My daughter is now upset that someone lost their job, but with Hermes Group track record what do you expect if you see so many delivery drivers not doing their jobs properly one has to wonder are they being trained properly or is there an undelining problem that perhaps lies with management rather than the drivers.

At the end of the conversation I said I would not be recommending this company to anyone in business and the answer I received was:

“I have not seen anything good that company has done”, well from my own personal experience and the articles I have found the proof is in the pudding.

https://www.bbc.co.uk/programmes/articles/5f05fYB0XYjdc6pwhrCD5D9/hermes-deliveries

https://www.dailymail.co.uk/femail/article-8253825/Hermes-couriers-caught-sending-packages-straight-auction-houses-three-four-times-week.html

https://www.change.org/p/boris-johnson-government-investigation-into-hermes-parcels

If the company were doing their job properly they would not be having so many bad reviews, videos and bad reputation articles written about them, let alone be under investigation.

“A Happy Customer Will Tell 10 People Whilst An Unhappy Customer Will Tell The World”…

So it does not surprise me if what I read is that their workers are alledgedly paid less than the minimum wage obviously the workers and deliveries will not be up to scratch.

If I was being exploited I would most probably not do my job properly either!

Had I have known the following in advance I would have been able to recite what I found and I think I only touched the surface with this company:

Obviously I cannot dictate or choose what courier delivers a parcel to me when it is coming from a third party that I have ordered goods from, so only time will tell when the next Hermes parcel arrives and how well they deliver it.

If there is a problem with management then you have to look at the CEO is he treating his staff properly?

There could be an underlying problem. “If you treat your staff well, your staff will take care of you and your business“.

A company of this size should not be faceless, they should have a human version of a chat widget and they should have people answering their phone lines rather than prompts to email or back to their website.

They also should have someone on Messenger and Twitter, If I can do it there is absolutely no excuse for anyone else!

#MartijnDeLange #Hermeslogistics #JosephHampshaw

TRY BUYING AND SELLING ON AMAZON INSTEAD!

Sending Emails to CEO’s

Sending emails to ceo’s.

My Pet Peeve is that I have emailed some CEO’s directly of late and have other people email me back, not the CEO themselves.

If I have taken the trouble to seek a CEO’s email out, as some are difficult to get hold of, you would think they would have the decency to reply. Instead I get emails from other people underneath them.

If I wanted the opinion of another person I would no doubt have seeked them out also.

If I get emails directly, I do not portray myself to be “so very important” that I cannot answer my own emails. I most certainly would not employ someone to open my emails and filter what is worth me reading, I would somehow use the money paying someone instead to go use.

Yes I hear you, the CEO has created a job for someone, I will no doubt agree but surely making an employee more proactive and getting them to find more business is better than someone just responding to emails all day.

Why do CEO’s act like they are from another planet. Nearly all started out the same way as most of us and only a few were born with silver spoons in their mouths.

I am not talking about A-Lister Celebrities, who potentially have millions of fans emailing them, in which they may need help answering all the fan mail, I am talking about owners of companies, who also think they are untouchable and think because they have risen above the clouds they are essentially no longer human and have minions doing the work for them, whilst they sit back and reap the rewards.

To employ someone to respond to emails is basically lazy and pretentious, which I certainly I am not.

By getting someone else to respond on your behalf it like saying “Look at me, I am SO VERY IMPORTANT AND BUSY and you are an insignificant person to me, in which I will not respond directly and will get someone else to respond on my behalf”.

Obviously I have enough common sense to filter out what is in need of my attention and what is not. If on the other hand I had an email that may need investigating and I was too busy to do the work myself I would get someone to do the work and then write it out but I would still send it from my inbox as courtesy.

It really gets to me, the biggger the company the less they care about their customers and its all about how much money they make rather than seeing a customer happy.

“Without customers, followers and connections you would not be living in your fancy houses driving your fancy cars”.

I know enough that even if my emails have not been read by the CEO’s I always have my platform to fall back on if I get a lame response from someone underneath them. Never judge a book by its cover or underestimate anyone.

No matter how successful you are, remember where you came from and the strugggles and sacrifices you made getting where you are today”.

No matter how important you may be and even if you are one of the fortune 500 it is always good to show empathy to your followers, connections and customers, otherwise you have the misfortune of alienating yourself from the rest of the world. Showing people that you care will only entice more worshippers.

When contacting CEO’s evaluate is your email worthy of a response as CEO’s are busy people and although I made light of it earlier, they do not all sit in swanky restaurants sipping cocktails all day, they actually do work and jolly hard too, so you need to ask yourself does your email warrant a response.

I personally have eleven inboxes open on my phone and every few hours scroll and mark the ones that need my attention.

Finally, if all CEO’s thought they were untouchable we would not have LinkedIn and the ones that do and do not connect with you after you send them a message may find they have missed out on an opprtunity to get more business and added exposure and as I see it, thats their loss not mine.

Neom City (The Line).

Neom City (The Line) Domain Names.

For those that do not know about Neom City, it is a Futuristic City that is being built in Saudia Arabia. The Crown Prince Of Saudia Arabia has started construction to build a zero-carbon empire at NEOM, the first major project for the $500 billion flagship business zone aimed at diversifying the economy of the world’s largest oil exporter.

Crown Prince Mohammed bin Salman the future King of Saudia Arabia is only 34 years old, he controls part of the royal family’s vast wealth, which is estimated at up to $1.4 trillion and includes Saudi Aramco, the most valuable company in the world. The heir will ascend to the throne after the death of his father, 84-year-old King Salman bin Abdulaziz Al Saud.

The Crown Prince was quoted in saying in a rare televised appearance that the city, known as “The Line”, would extend over 170 km (105 miles) and be able to house a million residents in “carbon-positive urban developments powered by 100% clean energy”. “The backbone of investment in ‘The Line’ will come from the $500 billion support to NEOM by the Saudi government, PIF and local and global investors over 10 years,”.

Our Services.

We offer website design, domain brokering , digital marketing and pr services. As a marketing service provider we primarily help clients implement and manage marketing strategies to achieve their business goals.

We have over 30 years experience in the marketing industry and have a very large network of connections on LinkedIn.

The reason for this post is a domain investor brought to my attention the following information via email:

Obviously I have redacted the senders email for privacy reasons.

The questionable link is as follows: www.DiscoverNeom.com it actually does point to a gaming site that looks like a five year old has designed, (apologies in advance to the owner of the site but it looks unprofessional).

Why is Neom pointing to this site anyway if Neom does not own it and clearly have not developed it?

Vistors going to this site will also be confused and will loose trust and damage reputation in what NEOM Stands for.

Due to GDPR it is difficult to find the real owner of this site if their registration details are hidden in whois data privacy settings.

It does not look good for the (The Crown Prince) when he starts a costly project but his marketing people fail to notice the embarrassing error or give good SEO advice.

Perhaps it was an oversight, however I wrote about hyphen domain names being unprofessional the other day relating to one the domain names that NEOM are promoting www.neom-property.com when they could have easily acquired the non-hyphen version that clearly points to a landing page stating the domain name is for sale www.neomproperty.com

The hyphen domain article can be read here: https://marketingagency.cymrumarketing.com/2021/01/12/hyphen-domain-names/

Again I do not have this particular domain on my books but I can find out who the owner is by simply doing some digging around. I am connected with most Neom Domain Investors so it should not be very hard to find out.

All the NEOM related domain names that I am managing for my clients can be found here: https://marketingagency.cymrumarketing.com/domian-store/Neom-City-Domain-Names-c39458057

What is not available can be acquired, just send me a message. Also if there is particular domain that you need we can help to source it.

I will be contacting the NEOM Marketing Company for comment and will update in due course.

Send a Message:

What Appliance Retailers Do Not Tell You (Part 4 Ongoing Saga).

MENTAL HEALTH AMONGST ENTREPRENEURS.

What Appliance Retailers Do Not Tell You (Part 4 Ongoing Saga).

The Affects Of Mental Health When You Have to Raise a Complaint With a Company.

As you many of you may or may not know I am an Entrepreneur a own several sites, blogs or social media pages, my default virtual business card is www.renataentrepreneur.com

Primarily I advise Businesses how to generate more leads and consult them to make their business more successful. I also offer other services, such as website design and marketing.

Now I would also like to say I suffer with Mental Health and have a blog dedicated to Mental Health and Disabilities amongst Entrepreneurs. That is why I am keeping my chat widget on from 11am to 11pm London GMT over the Holidays, just in case anyone wishes to talk over the Christmas Period. If I can help just one person I know I will have done something good. Depression can affect people from all walks of life. Christmas can be extremely challenging and can test our resilience. By trying to help others I am essentially helping myself.

Do watch the full interview with Tyson Fury on Mental Health.

“Christmas is not about receiving it is about giving”.

I recently posted on one of my blogs about Mental Health at Christmas amongst entrepreneurs: https://marketingagency.cymrumarketing.com/2020/12/05/christmas-depression-amongst-entrepreneurs/

Now the retailer (ARGOS) that I purchased my cooker appliance from first of all reached out to me after I made them of aware of a post I and made about my cooker not being installed: https://marketingagency.cymrumarketing.com/2020/12/21/argos_appliances_disclaimer_and_hot_zones/

They offered me a £75 e-voucher and my refund of a £100 for installation to be escalated on the 21st December 2020. My cooker was delivered on the 17th December 2020 and I was told I had to wait three to five working days to get my refund.

Moving forward to yesterday which would have been the 5th working day I still had not received my refund. I questioned it with customer services and I was told the reason i did not get my refund was due to a system error and guess what I now have to wait another three to five working days. This did not sit well with me at all. Although the customer service person said today it can take up to seven working days. Last time I transferred money from one account to another took two hours by BACS transfer.

By coincidence I got an email from head office yesterday saying I will be getting my refund.

“What happened to we are sorry and we will escalate it for you”? No mention of that in the email or anything about the e-voucher either.

So like a dog to a bone I will not let go until I get answers and if it means me using my blog to get the attention so be it.

You do not give people the run around no matter what business you are in. It does not say anything good about you or your company. Just because you are blue chip company this does not bother me in the slightest, you should care about your customers. A CEO had to start off somewhere and may have been a startup once. CEO’s are human no different to you and I and they should show empathy and respect.

No company should be too big for their boots and everyone is accountable for their actions”.

So my final attempt today I tried phoning them yet again and their answering bot is designed to mentally break you down, It does not recognise order numbers and when it asks what you are ringing up for, it does not understand your reply.

I had visions of me hurling my phone through the air and smashing it against the wall by this stage.

Furthermore when you finally get through it says all calls are recorded. Now the person I spoke to today misunderstood something I said whereby I would continue recording with my blog in a quest to finally get this resolved. Yet he thought I said I was recording the call. Do people not understand English? My English is perfect I have had 57 years to practice it.

I want a transcript of all the calls I have made and received as that is my legal right.

Obviously they can record you without your consent but you cannot record them, not that I had any attention of doing so anyway, one rule for one and another rule for another.

If this was someone with Multiple Sclerosis phoning today, they would be having a relapse due to the run around of this company. I have knowledge of Multiple Sclerosis as my daugher suffers with the disability.

Consider peoples mental health before you start playing mind games. The customer service person today told me someone will phone me back about the e-voucher, that can not be located by coincidence.

“I do not want to be phoned”.

My telephone lines are turned off for a reason because of this little incident and I can only be reached by my chat widget on my websites or via email or social media platforms.

What is the problem have I offended Argos in some way for speaking the truth, they should have mentioned about like for like and hotzones on their site and perhaps all this could ve been avoided?

Do not offer a token of apology and then retract it.

To be messed around like this is totally atrocious.

“Show Respect and You Will Earn Resspect !”

FINAL THOUGHTS!

“I will give this company one more chance to make amends and perhaps finally will say that after everything they will come out smelling of roses”

Roses GIF - Find & Share on GIPHY

Merry Christmas Everyone and a Happy New Year.

Christian Images In My Treasure Box: Christmas Photos ...

UPDATE 27/01/20

I received my refund of a £100 on the 24th December 2020 I assume just after my phone call to Argos.

Christmas was cancelled for me as I could not cook anyone a Christmas Dinner and did not think it was apropriate to offer frozen ready meals heated up in a microwave so no one came to visit me and I was left home alone with the cat. Worst Christmas ever and Worst Year.

As for the offering of the £75 e-voucher that did not materialise either. I should not have to beg to get it.

In all this whole scenario has tested my strength and my mental health ability.

I would have been content with a formal apology from the CEO but obviously he forgets that once he started out where I am today. You never know oneday he maybe brushing shoulders with me, considering the small world we live in and the people I am connected with. With nearly 10,000 followers such as Billionaires, Millionaires, Law Makers and Royalty on LinkedIn it pays to remember “it’s not what you know but who you know”.

Repairing a Bad Reputation

Repairing a Bad Reputation.

Your Reputation is the key to your success. If your reputation is tarnished how do you make it squeaky clean again?

Warren Buffett’s famous quote on reputation goes like this: “It takes 20 years to build a reputation and five minutes to ruin it.

Our reputation can be damaged via our personal lives through melicious rumours, this can start in school onto higher education, it could be at work because of competive co-workers who are jealous of your performance or it could be unhappy customers writing bad things about your Brand. In some case it can even be political. Whatever the circumstances we have the power to create our own destinies and by confronting the issue head on we are one step closer to regaining our good image back.

Reputation may be falsely advertised with personal attacks, customer complaints and blatant falsehoods but what if what was said was true how do you recover from that? How do you restore your brands reputation?

If you find untrue content published, you can take legal action against the perpetrators. However if the content is damaging and true there is little you can do to remove the content other than to bombard the internet with lots of good news.

Slander can cause irrevocable damage against companies and individuals. Slander is when content is published to be untrue and or misleading causing defamation of character spoken oral or written communication with the intent and unjustly harm the reputation and usually constitutes a tort or crime.  In the late 19th century, the expression “yellow journalism” was used and described by New York Press editor Erwin Wardman, how newspaper moguls, specifically Joseph Pulitzer II and William Randolph Hearst, would use misleading sensationalized news article to improve circulation. Randolph Hearst was the subject material that inspired Orson Welles to make the film Citizen Kane, based on the influence and corruption he acquired in the 1920s and 1930s.

A damaged reputation may be difficult to recover from or repair. That is why protecting you brand is so important, Getting your good name back is not always easy, but it can be done with patience, determination, and perseverance.

If the truth is out there is little you can do to take it down, but you can bombard the internet with good and positive news. If you continue filling the internet with good things your bad reputation will be old news in no time at all. Time is a healer as they say.

A bad reputation is potentially temporary providing you can continue to have positive things written about up consistently.

Never forget what damage has been done but always remember people care less over time. After all the world does not stay in the same place all the time, people have other things to talk about and providing you are meticulous with positive news eventually your bad reputation will be history.

Think of this this way your bad reputation is only what happened today or yesterday, but you can make a difference by not carrying on into the future. Your bad reputation can continue manifesting if you do nothing, but with the right resources you can make it a thing of the past. Research shows that, contrary to popular belief, when compared to other means of social evaluation, reputation matters measurably less than other factors.

Remember, focus on the things you can control, not the things you can’t. What content has been published cannot be unpublished but the more content you have written that is positive will eventually outweigh anything bad.

Consider addressing the world about the bad content and make you views known. If there is no proof of the statements that have been published and is pure speculation directed at you consider a way that can help you rectify any misunderstandings. Perhaps there are other entities that may not be directly linked to you that have disgraced your honour, yet people have come to a conclusion it is your own wrong doings that have caught media attention and you need to set the records straight. Discuss with people openly about what has happened and regain peoples trust.

The secret is to change how others think about you. Sometimes you just need to control the perceptions of others. People need to be programmed to see things in a different light. Reinventing yourself and showing people a new you and by consistently showing a different perspective on what would have been once thought as bad will encourage people to talk about you in a positive manner.

Whether your reputation is true or false try to denounce accusations as lies as quickly as possible. The longer you leave it the more chances of you being labelled and associated to this atrocity. Be assertive not aggressive, and make sure you spread the word that you have tried to defend yourself. If you do nothing the finger will be pointed your way. Ask other people to help set the story straight. The longer this bad reputation exists, the harder it may become to fix. Clarify any misunderstandings. Be outspoken when challenging lies.

A good way to improve your reputation and regain trust is to do show you are a good person and go out of your way to be kind and do good deeds.

However, doing too much too quickly can backfire and you must be steady with your pace and be consistent. Its no-good holding and event you need to hold several. There is no quick fix. You cannot come across as desperate a people will see through you, which will damage your reputation even further.

1). If the bad reputation revolves around you alone do nice things for your family, friends and co-workers or your local community. A good way to do good deeds is to do some volunteering work, this is especially helpful in your local communities with elderly or disabled people.

2). If the bad reputation revolves round your business do good deeds for your employees and your customers.

3). If the reputation revolves around something bigger (An Entity) then there are steps you can take to try to resolve the problem and I have a consultation white paper of suggestions for anyone wishing to contact me.

The key to getting rid of your bad reputation is to impress others. Go above and beyond your call of duty. Do impressive things and in turn you can improve how people see you. Gaining peoples trust and respect which is earned can go a long way towards improving your reputation.

Evaluate your social circles, change your life and your beliefs. If you do bad, only bad things will come your way, do good things on the other hand and only good things will come your way.

If the problem is at work and you are caught in a toxic environment this can lead to depression and a poor work performance. You need to tackle the problem head on and if you cannot resolve the problem alone speak with your superiors or HR. A work environment which encourages an unhealthy work-life balance can make it seem that a hardworking, dedicated person make look they are lazy and not performing well, but there could be underlining problem that could cause others to perceive a person differently. Evaluate your workplace if you think you will never fit in because of the perceptions people have about you and after offering an olive branch to make things right, things have not changed consider changing career paths. You cannot make yourself ill by simply being in the wrong job with the wrong people.

When trying to get rid of a bad reputation which is a stigma attached to you try to change yourself. Try to see yourself through the eyes of others, if you do not like what you see, consider changing your mindset. We need to retrain our brains to think differently and it easier said than done as we are creatures of habit. However, making gradual changes in our mannerism and in our thought process and our behaviour eventually people will start to notice.

If you bad reputation is surrounded by who you are and what powers you have, and people are immediately fearful of you try to change your persona to be a loving and kind individual.

Seek professional help, from specialist advisors and consultants. Life coaches or a spiritual guides also can help you transition into a different person. Never be false and always be true to yourself. By starting with yourself and believing in yourself only you can make those changes without being superficial. This will carve the steppingstone to a brighter future.

Once you have mastered your own new strength you need to make people believe in you. Rebranding yourself does not necessarily mean renaming yourself it just means you can change the social stigma to be a more positive one.

By monitoring your reputation online you will help eliminate any false truths and will prevent prolonged damage to your integrity.

The quickest way to see what has been written about you or your brand is to go online and search the search engines results pages (SERP). Monitor your Google Analytics and look out for unusual performance anomalies in your site traffic.

Manage Google Alerts for all your titles using brand names, product tags, popular misspellings, competitors, senior team leaders and key industry terms and popular search phrases.

Evaluate if whilst trying to defend yourself it will cause more harm than good specifically if the damaging content published can be used to gain even more traffic. Consider if the site is a blog where subscribers can leave comments. Do not fuel the fire.

It is common knowledge that there are three laws for reputation management which are authority, authority and authority. The more popular you are, the easier it is to gain authority of your brand be in personal or commercial. A sure-fire way to gain authority is by building a social media reputation with a strong following. The followers must be authentic legitimate people that have subscribed to your social media pages or on blog posts.

You can also build your authority by networking at business intro events or public speaking. You could even be a sponsor, or you could join charitable organizations. Whatever strategy you use if the media is filled with good deeds you are doing only good things will come out of it and your bad reputation will be a thing of the past.

Remember if you are honest with people, people are forgiving and can learn to trust you again. Be the bigger person and own up to your wrong doings, apologise if you can and address the elephant in the room. However not everything is black and white and not everything that has been written about you can be swept under the carpet hence you have to show people you are not as bad as everyone is making you out to be.

Have you noticed at political rallies how politicians pick up babies to show the world they have empathy and can relate to normal folk? Politicians for example have both good and bad followers so see how they deal with the public and follow suit.

When dealing with your brand reputation try to control to conversation using social media platforms to clarify any misunderstandings, reduce complaints and build a fan base at the same time. Monitor not just the public but more closer to home your employees complaint platform such as www.glassdoor.co.uk there could be other sites in your region, do your research and find out what people are saying about you and your brand. Limit the possibilities of people buying up domain names with your brand name and writing controversial things about you. Own all the variations of your website URL, including negative versions (avoidthisbrand.com).

Be quick to apologize to customer complaints. Remember a dissatisfied customer will tell between 9-15 people and 13% of very dissatisfied customers will tell more than 20 people. Bad reviews spread like wildfire. However happy customers who have had their issue resolved will tell about 4-6 people about their experience.

Be authentic and never make up excuses or try and blame the problem on someone else. Always be transparent when handling customer complaints and if you have had bad press do not shy away and hope the problem will go away on its own it wont unless you do a press conference and address the issues.

Gain positive feedback from influencers who can help boost your personal image.

Most importantly, reward loyal customers, influencers and internet marketers. Make your clients and supporters feel appreciated by giving them exclusive content, products or experiences.

Finally, be patient, building a good reputation doesn’t happen overnight whereas rebuilding a damaged one is going to take even longer.

Be in control of what is written on the internet whereas it may take millions of dollars and years to build a a good reputation, it only takes a few minutes to create a social media account and potentially ruin a company’s brand and reputation.

Other reading:

How to React When Someone Blanks You.

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