I recently needed to travel to parts far flung & it amazed me how geographically specific Customer Service can be. Thanks to the marvels of modern air transport I was fortunate, or unfortunate, enough to experience Customer Service in New York and the Deep South - in the one day.

New York - as I walked into the "glitzy, ritzy" office I was greeted by an officious receptionist wearing a wireless headset, handling 5 calls simultaneously, toting a PDA and wielding a Mont Blanc pen. "Name" was her only comment to me, at which she promptly hit 6 clean strokes on her keyboard - "F-A-I-T-H-enter", directed me with the mouthing of the word 'room" and 2 fingers held up. At least I hoped that she meant Room 2 !

Entering Room 2, I was barraged by a sales exec who was bouncing of the walls and dashing commands into his sci-fi like Plantronics Voyager 510 headset. Commands to people who were clearly within ear shot, each wearing similar, if less impressive looking headsets - surely they could have just walked over & talked to each other.

Although, I must admit they did look the part of "New York Money Men"

The result of the 15 minute exchange was Yes-a deal, Yes-money, Yes-efficient use of my time (& his). Call me old fashioned, although I'd rather you didn't, I didn't feel that I'd experienced particularly good Customer Service.

I couldn't help going away with the feeling that - he could easily run me down, 5 minutes later, in his Mercedes AMG 55, while talking on his bluetooth headset, writing notes with his Mont Blanc pen (it seemed as though everyone in the company had a Mont Blanc) & that he wouldn't even vaguely recognize me. No, that's not what I call particularly good Customer Service.

The Deep South - I arrived in time for this executive's 3 hour lunch. Not only didn't he have a headset - no one in the office had a headsets, wireless of otherwise.

Over lunch we talked about everything except work & when we, eventually, returned to the office I was introduced to every member of his team. 5 hours later and we knew each other well. I had to leave for San Francisco, "so we'll sort things out later by phone. I'll drive you to the airport". On the way to the airport his cell phone rang - I was right - no headset.

All in all a nice day, however I came away with No-deal, No-money made, and a vague feeling that I'd lost some valuable time. Call me old fashioned, although I'd still prefer you didn't, this wasn't my idea of good Customer Service either.

I know that this is an extreme case and that these regional distinctions rarely really apply - I just wish that we could achieve better Customer Service by combining New York efficiency with Southern Hospitality - or is that like asking for a Southern Fried Bagel with Lox?