welcome to post his response to my apology. So here it is. He sent it
to me first thing the morning after I posted it.
Your note from last night really made me smile. Thanks so much for
taking the time to write it too.
The negative comments are always quick to flow (and nearly always
justified when the consumer is annoyed), but it takes dedication as an
active consumer to write the constructive comments - so a big thanks
to you: it has such a brilliant effect on the team.
As I said in one of my responses to your blog, I am incredibly proud
of the team (though I get very annoyed when things fall short, its got
to be said). As you mention, we are in the process of hiring a new
Head of Customer Services, so I am even more proud of the more junior
team stepping up when and where they can, and appreciate our
consumers' patience as we make the change.
I am also very acutely aware that you are just one consumer turned
'back to volunteer evangelism' from a negative experience, and we have
to work hard to get through the group of our first upgraders (among
them your friends on the blog and twitter), as well as welcome the
newer people who are joining up (in good numbers by the way - the club
is growing nicely!).
Finally, I still want you to take me up on the offer of a coffee this
week - we want to be the most talked about mobile provider (in a good
way!). We know we need to earn it, and I am sure you have some great
tips for us.
The path of the 'giant-killer', as you put it, will always be a tough
one; but it is one we have chosen, and it doesn't mean we can't enjoy
I remember two quotes from university days: the old economist's 'small
is beautiful' and 'whether you think you can or you think you can't,
Virgin Mobile South Africa