I flew to Bali using frequent flyer points a few weeks ago, which meant we were on a Jetstar flight. I think they have made a strategic decision to piss their customers off. Or at the very least to differentiate themselves on ticket price only, try to then squeeze every dollar they can out of their customers, and not care at all about how their customer's feel.

You may recall a blog I wrote back in October last year "What do your customers say about you ... even when you are not there?". I wrote about The Loyalty Zone - a company that surveys customers, not about customer satisfaction, but about customer loyalty. As CEO Craig Cherry says "a satisfied customer isn't enough - a satisfied customer probably won't come back, and probably won't refer anyone. You need loyal customers."

At the time I said I was ready to bite the bullet, and find out what our customers really thought about The Money Workshop. And I promised I'd let you know how we went - here's the verdict.

I was at a workshop last weekend - Passion, Power and Purpose. It was a three day bootcamp that Trish had won a ticket to, and kindly offered it to me.
 
It was run by an organisation called Beyond Success. The workshop had a ticket price of about $3k, although most of the 80 people in the room had paid $25k for a one year program.
 
I was fairly disappointed in the workshop. I didn't leave with any great increase in my passion, power or purpose. I think it was partly because I've done a lot of personal development over the years, and so a lot of it wasn't new to me. However I also thought that a lot more work had gone into marketing the workshop than designing the workshop itself.

My last blog was about customer service - how to delight your customers. This week I'm getting on my soap box about a couple of simple things that waste my time and leave me feeling anything but delighted.

The first is a line I see more and more at the bottom of email signatures:

Craig Cherry is in the business of answering this question. He runs a business called The Loyalty Zone and came and spoke about customer service at a Love Your Business seminar a couple of nights ago.
 
Most people I talk to say that word of mouth is their most important form of marketing - me included. However most of us don't know what our customers really think, feel and most importantly say about us.
 
Craig shared with us how exactly how to find out what our customers say. There are three (yep, only three) questions that he recommends we ask to find.

The first question is: