A good day for @breckland... how to respond when something goes wrong.

So, what was the mysterious parcel that UK Mail decided was so important it had to be delivered in the middle of the night?

Ros and I had been out and stopped for a light lunch. Allards, in Stowupland, do a very nice bacon roll, so we ordered one each, plus something to drink. I had a pot of tea, whilst Ros went for the strawberry and rhubarb 'Posh Pop' from a company called Breckland Orchard. It went down rather well, so well indeed that we decided to order some for home delivery - it makes an interesting alternative to wine on a pleasant summer's evening.

And so the order was made, and the delivery arranged.

After the delivery, Ros rang Breckland Orchard to raise the issue, and they were genuinely apologetic. It wasn't their fault, clearly, but they took responsibility, offering to apologise to our next door neighbour, and throw in some free products for her. They also contacted her to apologise in person.

I am suitably impressed that a small business should take such trouble. They could have washed their hands of a problem not of their own making, especially given that no reasonable person could blame them for the incompetence of a delivery company employed by a third party - they deliver through a collective website which services a number of small food and drink producers. But they didn't.

So, a round of applause for Breckland Orchard. And, just so that you know, their Plum and Cherry squash is really very good indeed...

A night to forget for @officialUKMail...

I had ordered something to be delivered to the house. Not such a complex task, I thought, although I acknowledge that our home isn't as easy to find as it could be. You see, we live in a village where most houses have names, not numbers. To make matters worse, our house is set back from the road, behind other houses. Accordingly, I give pretty good directions, and always supply my mobile phone number so that the person making the delivery can call me if all else fails.

I'm not an ogre, after all...

And so, when I received a voice mail yesterday afternoon, asking for more information about my address, I wasn't entirely surprised. I called back, in a spirit of helpfulness - I wanted my delivery to arrive safely - to be told that the goods had been delivered already. "So why was I being asked for more information?", I asked. "I don't know,", was the reply, "but I'll find out and get back to you.". So far, so not entirely impressive, but these things do happen.

It was mid-morning when Ros called. Apparently, the delivery had been made. At 1.45 a.m. To our next door neighbour.

It would be fair to say that she was not impressed. I can't say that I was either. I rang the number in Ayr that had contacted me the day before. They were somewhat surprised, but were keen to wash their hands of the matter, suggesting that I talk to the supplier of the goods. Luckily, Ros had already done that. I, meanwhile, expressed a degree of dismay that the person making the delivery should choose to do so at such an ill-judged time, to a village without street lights. Explanation was there none.

It seems that someone at UK Mail is under the impression that they can deliver whenever they feel like it, and that if that means waking up random strangers unconnected to their task in the process, so be it.

Perhaps I am supposed to be impressed that someone could find my next-door neighbour's house at 1.45 a.m. in pitch darkness, walk across the gravel, wake them up and set off their security lights. It could, of course, all be part of their service.

Somehow, I suspect that it isn't...

The Mobile Network by 3 - perhaps they need to work on their people skills?

I received a phone call on my BlackBerry this morning from a rather breezy young man who wanted to sell me mobile phone services.

I'll be honest, I'm perfectly happy with the arrangements I have at the moment, so I wasn't particularly enthusiastic about his offer and, indeed, may well have conveyed that in the tone of my response. However, he pressed on, asking whether I have a contract or are on pay-as-you-go. Now, call me old-fashioned if you will, but that's my business, not his, so I explained that I was perfectly happy with my current arrangements. I judge that to be a courteous, yet firm response, designed to convey the message that he should conclude the call.

But no, he asked the question again, obviously sticking to his script. I was slightly puzzled. Why on Earth should I give him the information that I wasn't willing to release the first time? So, I gave him the same answer.

Now, most sensible people would disentangle themselves by thanking you for your time and concluding the call. Not this young man, however. He exclaimed his frustration with my difficult attitude and hung up.

In truth, I understand his frustration. I wasn't adhering to his script - there's enough information about me held by various organisations I do business with without random companies getting involved. But, and if anyone from 3 is reading this, when your people are cold-calling, during the working day, the chances are that they are disturbing someone at work, and that that someone would rather not be cold-called by someone asking intrusive questions which are, with respect, none of their business.

And that, if that cold-caller displays that sort of attitude, I am extremely unlikely to consider 3 as my mobile phone service provider in future. I am also likely to take such a call as an indicator as to the quality of their customer service, something unlikely to enhance their prospects.

So, if you get a telephone call from 02920 822690, you'll know what to expect. Don't say that I didn't warn you...