And the staff put the icing on the cake

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I do enjoy taking a ferry in the middle of a long drive. It's a chance to pause, to think, to relax, to eat; I find the "relax" part sadly lacking when I fly.

I'm seated in the Cafe on the "European Highlander", outbound from Larne to Cairnryan, and due there just before 10 p.m. There's quite a bit of freight on board, but only a handful of cars this Wednesday evening, and I'm enjoying the "meal deal" which is rather better, and rather better value, that I'm use to finding on some of the other ferry lines.

Although it's self service, Miguel, the gentleman on the till wanders over and asks me if I'm ready for my dessert ... comes back a few minutes later with piping hot apple pie and custard and bearing a spoon too. "Great minds think alike" I tell him as he sees the spoon I picked up earlier. Let's be fair - I'm not claiming much for my mind, but I will for his. Here you see someone who's working the route day in, day out, and still looking out for his customers - even one that he's never seen before - beyond the call of duty.
(written 2006-02-23, updated 2006-06-09)

Associated topics are indexed as below, or enter http://melksh.am/nnnn for individual articles

G501 - Well House Consultants - Customer Service
  [4232] Not wanted here - hotel guests who will not be happy - (2013-12-30)
  [4078] Train works for me! - (2013-05-02)
  [4077] Palty or Parliamentary? - (2013-04-30)
  [3835] The Information age - not yet truly with us? - (2012-08-12)
  [3808] Can you put names to faces? - (2012-07-19)
  [3378] New product - ensuring that supply matches demand - (2011-08-03)
  [3294] It's not just about the jam in the sandwich - (2011-05-19)
  [3271] The importance of feedback - (2011-04-30)
  [3103] Thank you - and Happy Christmas - (2010-12-24)
  [3073] Customer Service - the boundary - (2010-11-27)
  [2961] Initial handling of phone calls and walk in visitors - (2010-09-19)
  [2880] Getting in touch - Please allow me to see you when you are online - (2010-07-21)
  [2650] Getting a phone line changed ... - (2010-02-25)
  [2530] Taking a knock over Santa - (2009-12-08)
  [2258] Questions I have been asked on answering the phone - (2009-06-26)
  [2236] Alumni - revisiting and supporting the old University - (2009-06-13)
  [2124] Building down expectations - (2009-04-09)
  [2102] What do people think of our Apache httpd / Tomcat course? - (2009-03-24)
  [2049] Why Choose Well House Consultants for your course? - (2009-02-20)
  [2015] Service Excellence Awards - (2009-01-30)
  [1991] Rules for a King - (2009-01-13)
  [1985] Learning to program as a part of your job - (2009-01-10)
  [1835] 23:30 bookings and midnight checkins - (2008-10-12)
  [1637] Providing exceptional service - and carrying on doing so. - (2008-05-09)
  [1606] Sheep Shearers, Marathon Runners and Ocean Sailors - (2008-04-09)
  [1516] Pictures you can use - for free - from our library - (2008-01-23)
  [1446] An answer to a student asking 'Help' - (2007-11-27)
  [1434] Market survey - to learn, to prove a point, or to sell your product? - (2007-11-17)
  [1319] Customer feedback - lifeblood of a business - (2007-08-25)
  [1262] Keep in touch with PHP, Perl, Python and old friends too - (2007-07-09)
  [1046] Bounce, bounce, bounce - (2007-01-20)
  [1007] Friends and family - (2006-12-25)
  [966] CSL, KISS and RTFM - (2006-12-05)
  [961] Products that our customers want more of - (2006-12-03)
  [944] Just ******* Google it - (2006-11-25)
  [852] Eventful evening - a lesson in looking after contacts - (2006-09-02)
  [841] Forum help - a push in the right direction - (2006-08-21)
  [725] Better communication - (2006-05-19)
  [717] A customer service company - (2006-05-11)
  [650] A person of few words - (2006-03-18)
  [628] Active Learning - (2006-02-28)
  [609] Been on a course, but still not got it? - (2006-02-16)
  [569] Instructions for bright people - (2006-01-19)
  [566] May all your screw-ups be big ones - (2006-01-16)
  [552] Keeping Customers Informed - (2006-01-02)
  [482] Different ways of selling - (2005-11-01)
  [440] Upgrade! - (2005-09-09)
  [393] Trainer answers phone - (2005-07-28)
  [350] Want to be one better - (2005-06-17)
  [327] How far should our support go - (2005-05-28)
  [265] Business practise, 2005 style - (2005-04-03)
  [233] Giving customers best value - (2005-03-02)
  [195] Customer service - examples to warn us - (2005-01-30)
  [189] Tuesdays and Fridays - (2005-01-25)
  [150] Confession - (2004-12-13)
  [126] Feedback shows the tip of an iceberg - (2004-11-22)
  [91] On line every 24 hours - (2004-10-17)
  [72] On Customer Service - (2004-10-03)

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Some other Articles

February pictures
It's REALLY easy to add a little PHP
Behind every face is a person and a story
Queues and barrel rolls in Perl
And the staff put the icing on the cake
Familiar names, close to home
If its Sunday, it must be the Norland
Perl - its up to YOU to check your file opened
Easy, Free, Reliable internet access
printf - a flawed but useful function

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This is a page archived from The Horse's Mouth at http://www.wellho.net/horse/ - the diary and writings of Graham Ellis. Every attempt was made to provide current information at the time the page was written, but things do move forward in our business - new software releases, price changes, new techniques. Please check back via our main site for current courses, prices, versions, etc - any mention of a price in "The Horse's Mouth" cannot be taken as an offer to supply at that price.

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