How likely is it that you will go back to this service provider?
Extremely Extremely
Unlikely 1 2 3 4 5 Likely
Service Journal Entry Form 3
Name of Firm/Service Provider: Wolf Signs
Type of Service: Sign Writers Date: 13/06/02 Time: 4.00pm
What Specific circumstances led to this encounter?
With relocating office we needed to get signs made up for the new office
Exactly what did the firm/employee say or do? Why?
Rang and asked for quote. Firstly I was asked to email through what I wanted they then followed up with a phone call with prices. I asked for the prices faxed through to me on paper - they were competitive. I bargained with them to gain cheaper prices for the car park signs and they were happy to do this cheaper. I then asked for an ETA and they were able to give me a 5 day turn-around. 3 days later I had not received a written quote so I rang and asked if they could come out and look at where the sign had to go so they could check that there were no additional costs. They arranged for the Friday and they said that they needed another format of the logo so I said that I could supply them with this when they came out to do the written quote. They came out on the Friday by this time they had faxed me through a layout of how they were going to do the sign I had made changes and asked for another copy – received the second copy when the quoter arrived on Friday still unhappy with a couple of things and asked if they could fax me through a revised layout. I didn’t see or hear from till the following Wednesday when I called and asked where the revised layout was – they had made the changes, already done the sign without a final proof or authorisation from my company and said they would be out in 2 days to put the signs up. In the end we were happy with the signs.
How would you rate your level of satisfaction with this encounter?
Extremely Extremely
Dissatisified 1 2 3 4 5 Satisfied
What exactly made you feel this way?
I was disappointed that I had to continually follow them up after I had said that we would do the job through them.
What could the employee/firm have done to increase your level of satisfaction? What improvements need to be made to this service system?
I believe they could have followed me up and kept me informed along the way.
How likely is it that you will go back to this service provider?
Extremely Extremely
Unlikely 1 2 3 4 5 Likely
Service Journal Entry Form 4
Name of Firm/Service Provider: Copy Print Xpress
Type of Service: Graphic Designer/Printers Date: 29/05/02 Time: 10am
What Specific circumstances led to this encounter?
We were relocating office needed new business cards
Exactly what did the firm/employee say or do? Why?
I rang and got a quote from Copy Print Xpress – They were the best priced and we had business cards printed from there before so we gave them the job.
I forwarded them the details for all the cards about 2 days after I got the quote. I then asked for an ETA and they said approx. 5days – 7days. They then asked for a higher resolution logo. I forwarded through the logos we had and they came back to me about 2 days later and said that they needed a higher resolution logo. I reminded them that they had done a fair bit of work already this year and so they said they would go back and check there files for our logo. They came back and said that they didn’t have any of the files anymore and I then arranged to have one dropped in after my meeting the next day. I dropped the logo in about 1 day later I received an electronic copy, another day later I received the proofs and then 4 days later I received the business cards.
How would you rate your level of satisfaction with this encounter?
Extremely Extremely
Dissatisified 1 2 4 5 Satisfied
What exactly made you feel this way?
It took longer then expected would had moved and we still did not have business cards for nearly a week.
We had had approx. 6 jobs business cards, brochures printed through them this year and they couldn’t keep any of our week on file. They didn’t even have a record of these jobs.
What could the employee/firm have done to increase your level of satisfaction? What improvements need to be made to this service system?
They should have kept a record of the jobs/logos so that we did not have to do so much chasing round to get a suitable logo.
Establish what the initial delays could be and maybe have a checklist to make sure that the firm is able to comply with this and this way they are aware of what they need and what they are responsible for getting to the printers
How likely is it that you will go back to this service provider?
Extremely Extremely
Unlikely 1 2 3 4 5 Likely
Service Journal Entry Form 5
Name of Firm/Service Provider: UC Print
Type of Service: Printers Date: 10/05/02 Time: 8.30am
What Specific circumstances led to this encounter?
Organising a charity ball and required invitations to be printed and tickets
Exactly what did the firm/employee say or do? Why?
Rang and asked for quote – explained that it was in aid of the Leukaemia Foundation and they asked if I could email through more information on what I wanted. I emailed through the information – they came back to me a day later and said they would do the printing for 4 tickets to the event. I forwarded through the information asked if they could do some of the graphic design work. They said they were able to recreate the design I wanted. A couple of days later they came back and were not able to recreate what I wanted or how a graphic designer would. So I then hired a graphic designer and had them forward through the printing. They apologised profusely for not being able to do it to the standard I wanted. They then printed the invitations on the weekend just so that I could have them by the Monday.
How would you rate your level of satisfaction with this encounter?
Extremely Extremely
Dissatisified 1 2 3 4 5 Satisfied
What exactly made you feel this way?
I believe they recovered well from this and they were prepared to put in extra effort to have the invitations to me by a designated date.
What could the employee/firm have done to increase your level of satisfaction? What improvements need to be made to this service system?
Not really much – they were honest after they received the brochure and attempted to redesign it they did call send through proofs when I was unhappy they said that they had attempted to help because it was for charity but usually they did not do any graphic design work.
How likely is it that you will go back to this service provider?
Extremely Extremely
Unlikely 1 2 3 4 5 Likely
Service Journal Entry Form 6
Name of Firm/Service Provider: Hoozat Entertainers
Type of Service: Entertainers Date: 05/05/02 Time: 8.30am
What Specific circumstances led to this encounter?
Organising a Charity Ball – needed entertainers
Exactly what did the firm/employee say or do? Why?
Firstly rang and asked for a creative scope and quote for what they could do for the designated theme of ‘Prohibition’. Rob came up with some fantastic ideas over the phone and was very energetic and enthusiastic. I then suggested that he fax through more information on what his company could offer. I received the fax persued it and asked if we could make a meeting for him to meet with me and my director for approval and to talk more about the event. He was happy to and we meet at Park Rd. He bought with him the same enthusiasm as he had expressed on the phone and we decided to go with him. I decided on which characters I wanted as to the budget I had and forwarded this back to him approx. 1 week later. I then spoke with him a few time during May and June but he was away on other jobs for about 4 weeks and said that he would do the running sheet and we would have plenty of time to do it. At the end of June I had not seen a running sheet and so I tried to organise another meeting he said his schedule was pretty booked and so I faxed a basic running sheet through to him and at his hotel in Coffs Harbour where he was doing a job. He then faxed me back a running sheet that did not correlate with what we wanted to do for the event and seemed to lack energy. He then rang me and talked me through the running sheet – neither the Leukaemia Foundation or APICTA were happy with the running sheet. We made a meeting he lied about when he received the initial running sheet and everybody was pretty unhappy. WE then asked if he could put new running sheet together and we gave him our requirements as before and discussed how we believed the show would be better run from the audience’s perspective. After this meeting it was decided that this event be discarded due to APICTA sponsors lack of support.
How would you rate your level of satisfaction with this encounter?
Extremely Extremely
Dissatisified 1 2 3 4 5 Satisfied
What exactly made you feel this way?
- He could not follow important factors of this job through
- He lacked time management skills
What could the employee/firm have done to increase your level of satisfaction? What improvements need to be made to this service system?
- Improved his efficiency/time management skills with our event – although it was not a big contract it was still important
- Not lied
How likely is it that you will go back to this service provider?
Extremely Extremely
Unlikely 1 2 3 4 5 Likely
Service Journal Entry Form 7
Name of Firm/Service Provider: Zoo Graphics
Type of Service: Graphic Designers Date: 12/05/02 Time: 3.30pm
What Specific circumstances led to this encounter?
Because UC Print were not able to complete the Graphic Design work we required Zoo Graphics were employed to recreate/draw what we required.
Exactly what did the firm/employee say or do? Why?
I rang and asked how much they wanted to recreate a drawing required for an invitation for a Charity Ball. They gave us a super low price I then asked if they could do the whole invitation for another low but reasonable price. They agreed I sent through the information they had it back to me by the next morning. There was a couple of changes they told me they were not going to be in the office that day if we did need any changes they had supplied all the files so that the printer was able to make the changes.
How would you rate your level of satisfaction with this encounter?
Very happy – It was fast and efficient and they were able to understand the situation and were able to give us a good price because it was for charity
Extremely Extremely
Dissatisified 1 2 3 4 5 Satisfied
What exactly made you feel this way?
Because of there efficiency and price
What could the employee/firm have done to increase your level of satisfaction? What improvements need to be made to this service system?
None to this service or what they did for us
How likely is it that you will go back to this service provider?
Extremely Extremely
Unlikely 1 2 3 4 5 Likely
Service Journal Entry Form 8
Name of Firm/Service Provider: Café Centric
Type of Service: Cafe Date: 31/05/02 Time: 10.30am
What Specific circumstances led to this encounter?
Required catering for an event
Exactly what did the firm/employee say or do? Why?
I asked for price for catering for approx. 30 pax. They were able tell me what they thought I required to cater for an informal lunch event and gave me really good prices.
The encounter was not a happy/cheerful one and the store was quite dull with old fittings e.g tables, chairs store front
How would you rate your level of satisfaction with this encounter?
Extremely Extremely
Dissatisified 1 2 3 4 5 Satisfied
What exactly made you feel this way?
Price and Information they were able to provide me with
What could the employee/firm have done to increase your level of satisfaction? What improvements need to be made to this service system?
I think they could have offered some small chit chat or they could have looked a little more happy/cheerful during the encounter
How likely is it that you will go back to this service provider?
Extremely Extremely
Unlikely 1 2 3 4 5 Likely
Service Journal Entry Form 9
Name of Firm/Service Provider: Alert Alarms & Communications
Type of Service: Security System Installers Date: 12/06/02 Time: 2.00pm
What Specific circumstances led to this encounter?
In relocating to a new office premises we required an alarm system that was already in existence at the premises to be reconnected
Exactly what did the firm/employee say or do? Why?
I was referred to this company by the firm on the lower floor as this is who they used when they moved from our office downstairs. I rang Larry and asked for a price and what needed do and the soonest possible time he was able to come out and connect the alarm up. He faxed through a price the next day and asked if I could fax through contact details so he could arrange the connection with the security company. I arranged for him to come out the following week. He reconnected the alarm and I confirmed the contact numbers. He was in the office about 2hours and ran through with everyone how to use the system and there individual numbers.
How would you rate your level of satisfaction with this encounter?
Extremely Extremely
Dissatisified 1 2 3 4 5 Satisfied
What exactly made you feel this way?
His efficiency
The speed he was able to carry out the work and the thoroughness
What could the employee/firm have done to increase your level of satisfaction? What improvements need to be made to this service system?
Not really anything in this case
How likely is it that you will go back to this service provider?
Extremely Extremely
Unlikely 1 2 3 4 5 Likely
Service Journal Entry Form 10
Name of Firm/Service Provider: Testra
Type of Service: Telecommunications Date: 03/06/02 Time: 10.30am
What Specific circumstances led to this encounter?
The installation of new lines incurred through relocating office
Exactly what did the firm/employee say or do? Why?
I rang and organised a quote, new numbers, system installation and the installation of new lines at our new premises. They then gave me a time between 9am and 4pm when the technician would be there but I may be able to get a better idea on the day if I call. I rang on the day at 10am to find out when the technician would be at the job they gave me another vague time but the technician arrived about 10.30am. I showed the technician where the box was and what had to be done although he had already been briefed that morning. He was there about half an hour and then said that he had to go down the road and he would be back soon. About 45 minutes later he turned back up, he then had an issue in which he had to wire the two lines together because of where we wanted our fax line. I questioned him about options and he said that we could get a private technician out or he could do it and it would take 15mins and he then told me the costs involved with doing this. I told him to go ahead. He finished about 20mins later and I signed the paperwork and left.
How would you rate your level of satisfaction with this encounter?
Extremely Extremely
Dissatisified 1 2 3 4 5 Satisfied
What exactly made you feel this way?
I found out later that because he had wired the 2 line together and not given me the option of putting on a new face plate to create a third line we needed to get private technician out anyway. His casual approach and attitude
What could the employee/firm have done to increase your level of satisfaction? What improvements need to be made to this service system?
Improved his approach and attitude
Explained the situation fully and all the options
Lack of competition is the only reason why I would go back to this service provider
How likely is it that you will go back to this service provider?
Extremely Extremely
Unlikely 1 2 3 4 5 Likely
