EDF Customer Service - Attitide is Everything

I have been in the service industry for well over 30 years, both as service provider and as a consultant trainer and assessor. In a highly competitive commercial environment, exacerbated by Covid, never has it been more important to focus on providing a high level of customer service. Frustratingly, as a consumer, during the last year or so, I have noticed a significant decline in the level of service provided across all industries, with Covid used as the excuse, which quite honestly is a blatant lie.  

When it comes to spending my money and selecting my service providers I firmly believe in the value of loyalty. As long as I receive the level of service I require, and indeed demand, then I can see no reason to switch in order to save a few pennies.  

When it comes to my electricity provider, EDF, I cannot pretend that it has all been plain sailing. A lesser person would have given up when they found their bills treble, and an additional demand for over £1,000 land on their doormat. Friends and family, recently finding themselves in a similar position, took their business elsewhere. Me? Time to get the gloves off and call customer service. Helpful? Not a bit of it. It was not until I eventually lodged a formal complaint that things started to move in the right direction. It was then that the lovely David Walker, with the lilting Welsh accent, and the exalted title of Customer Collections Advisor, got involved and put the wheels in motion to get things started in the right direction.  

I had been fiercely resistant to the installation of a Smart meter, but once David had established that he thought I was paying three times as much for my electricity as I should and explained that this was the best way to both monitor usage, and correct any mistakes, against my better judgement I agreed to go ahead. 

From then on, far from a lack of communication, I was bombarded with text messages from EDF (13), letters (6) and missed calls (countless); this over the top approach being my one area of complaint. 

As of today, two months after my initial contact, I have at last seen the issues I raised resolved. Just to be on the safe side I have asked for everything to be put in writing. 

The person I hold entirely responsible for this outcome is David Walker. If it had not been for his tenacity and commitment to providing the best possible level of customer service, there is no doubt in my mind that by now I would have joined the ranks of friends and family and switched energy provider. Employees who provide this level of customer service, often against all the callous, uncaring, corporate odds, deserve to be rewarded. I will do my level best to ensure that he is.  

Contrary to popular opinion, it is not about money, it is about attitude. It really is everything and large corporations would do well to remember that rather than maintain their constant focus on the bottom line. If you get it right, customers will remain loyal, and spread the word, and the profits will follow. Enough said. Thank you David. 

ENGLISH WINE WEEK – A TASTE OF SOMERSET

 

As we begin to ease ourselves out of lockdown and pubs and restaurants start to welcome us again, I feel it is more important than ever that we support our local businesses. Regardless of the impact on my waistline, I have been doing my bit, notching up over 20 pub meals, outside, in the last four weeks. The fact that I detest the great outdoors is testament to my commitment.

The month of June heralds the annual English Wine Week celebrations across the country. Back in the 1980s, I can well recall the mild amusement when I introduced English wines to visiting dignitaries while cooking at the British Embassy to the United Nations in New York. Thankfully, this is no longer the case. Once spoken of in derisory terms, English wines have now truly come into their own, gaining international awards, particularly when it comes to sparkling wines made by the traditional Champagne method.

Even without the prospect of the Glastonbury Festival this year, the month of June itself offers plenty of reasons for us to celebrate, including Father’s Day, the Summer Solstice and Midsummer’s Day.

Whilst many places remain closed or continue to restrict access, there are still plenty of opportunities to sample local English wines. Some sites offer tours and picnic areas suitable for a family day out, and the notion of a truly English picnic with our scrumptious local produce from small producers is very appealing. Let’s hope the weather improves!

With wine tourism increasingly providing a way to keep the pennies rolling in, some vineyards now also offer accommodation, ideal for putting up visitors and not so far to stagger to bed after a tipple or two.

By comparison with our European neighbours, English wines do not come cheap for many reasons, but at around £3-4 a glass they do offer better value than much of the cheap plonk often on offer in pubs and restaurants.

Sadly, although local ciders are readily obtainable, there seem to be few local establishments offering local wines, but after some research I was delighted to find that

Blackmore Farm at Cannington (01278 653442) does offer Oatley Vineyards wine, Jane’s. Gaining a Bronze medal in the 2020 WineGB Awards, this light-bodied wine is made from 100% Madeleine Angevine grapes which are hand-picked and fermented in stainless steel, giving a clean, crisp, dry, white wine with vibrant fruit and lemon notes. Very quaffable and a good match for spicy food. If you are able to visit the vineyard for a tour and tasting (by appointment only) there are several other of their popular wines to sample.

Nearby, Wraxall Vineyard, situated between the Mendip and Quantock Hills, offers several bottle fermented wines made by the traditional method. Their Rosé Sparkling Wine is a dry pale blush wine with a hint of wild strawberry on the nose and lovely fruit flavours, with a long finish. The Somerset Sparkling Wine is refreshingly dry wine made from a blend of Pinot Noir and Seyval Blanc, and is characterised by soft bubbles and gentle fruit flavours with a long finish.

Over at Langport, the vineyard at Higher Plot, planted in 2008 by Guy Smith and Laura Evans, has long been recognised as a special place that achieves early ripening and high-quality fruit. Here they cultivate the Burgundian grape varieties, Pinot Noir, Chardonnay and Pinot Meunier, to produce an elegant sparkling wine, which spends 2½ years in the bottle on its lees before disgorgement.

Last, but by no means least, and in keeping with the ancient tradition of making wines from wild fruits, Avalon Wines, overlooking Glastonbury Tor and the Somerset levels, is a great source for wines made from elderberry, blackberry, and plums. Although often shunned by connoisseurs, if made with care and attention, to ensure a good balance of acidity and sweetness, these wines can make a pleasant change. The many varieties on offer run the full gamut from dry to sweet. Also on offer are their fruit liqueurs which are rich and intensely flavoured, providing the perfect post-prandial finale to a fine day of celebration.

WHAT’S IN A NAME?

 

Whether we like it or not, we all bear the marks of being labelled with a name. This will usually be our given name, bestowed upon us at birth by our parents, although it is quite common that, once we reach adulthood, for this to be changed to a name of our own choosing. The name by which we are known could also be an affectionate pet name (Lilibet springs to mind in relation to QEII) or a nickname representing a characteristic of our personality or a physical attribute, or a title given by virtue of our marital status, or job.  

The question is, how important is a name? I would argue that it is very important. Certainly, there is a degree of snobbery when it comes to our Christian names. Choosing a traditional name, perhaps with royal connections, such as William, James, Charles, or Elizabeth, Charlotte, or Anne conjures up a safe, stable image, however misjudged. Match it with a double-barrelled surname, and almost unconsciously, we are automatically transported into the realms of wealth and privilege, and the assumptions that go with it. By contrast, when introduced to a Chardonnay, Jezebel, Damien or Judas we are also likely to make judgements that might be less favourable.  

Likewise, when we speak of the towns or cities in which we live their reputation goes before them in how we perceive them to be and what our own experience might be should we choose to visit them or live there.  

When the magnates of high finance decide to form a company considerable thought, lining the pockets of consultants, goes into the name and the image it portrays to potential investors and customers. Big brands, whether it be supermarkets, clothing, jewellery, cars, or sportswear, rely on the image their names invoke, and reputations can quickly be won or lost.  

Mention M&S or Waitrose and you immediately think, posh, expensive food; by contrast Lidl and Aldi are seen as downmarket. Gucci and Chanel mean luxury, whilst Primark implies downmarket, budget clothing and accessories.  

Names though can be deceptive. By buying into the concept of the brand, or the name, and its label, being the be all and end all, we are allowing ourselves to be manipulated.  

I raise the issue because recently, at a meeting of the Trustees of Ilminster’s Literary Festival, we spent some time on discussing whether or not we should change the name, on the presumption that ‘Literary Festival’ might sound rather too high brow for us to be able to widen our audience beyond our traditional supporters, along with considering how we might expand the types of events we put on. After much deliberation, given how successful the festival has been so far, now in its sixth year, we decided to go with the status quo, at least until next year.  

This year’s festival, owing to the impact of Covid will be a shortened event, held in November from 10^th – 13^th.  

Look out for details in the coming months at www.ilminsterliteraryfestival.org

It is all in the name; promoting our market town, focusing on the written word, and having fun at the same time. What’s not to love?