Fed-up, grumpy and intolerant Gordon gets on his soapbox about everything. He places high value on personalisation, whether in his local restaurant, where he demands to be greeted by name, or in his bank where he expects to see the manager. Gordon is a high performing barrister heading towards retirement; he lives in very expensive housing, outsources many of his consumer activities and is divorced as partners can never put up with his ways for long. Whilst he uses a mobile phone to instruct his PA, Gordon has little time for instant messaging, emails, social networking and the world wide web.

An example of Gordon and customer service

Gordon always does everything right. Woe betide you if you don’t do the same, as he will make it known to everyone. Gordon demands the personal touch, whether booking theatre tickets, a holiday or discussing his financial affairs. Gordon is quick to fire-off letters of complaint when things go wrong, so it’s critical to capture and record details of his dealings with you. His expectations are often unrealistically high, so setting and advising service levels is critical.

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