One of the things I’m eager to do on this blog is discuss some myth vs. realities of what life in London — when compared to other cities in the world — is really all about. Where to start? For those who don’t call London home, there seems to be a endless treasure trove of preconceived notions and opinions on how life in the “Big Smoke” differs from elsewhere around the globe. As someone who has lived in three different countries, and who travels extensively for business, I’ve come to find that these opinions are often grossly exaggerated, totally wrong and sadly, often shaded with a xenophobic edge disguised as supposed nationalism.

But let’s not get too heavy in this post, where to start with a little myth busting…food?…the drinking culture?…the cost of living? So many myths, so little time. But the one I’m feeling most personally at present is the myth that London has bad customer service. I can only conceive that those who believe this have never lived in NY! The truth is that every major city has strengths and weaknesses when it comes to providing good customer service, but as someone who has lived in 3 countries I can attest that Londoners have no idea how much greener the grass is on their side of the fence.

Without a doubt, the quality of public services, private industry, and even the commercial/retail sector in London — the whole of the UK I’m sure — can often be found lacking in it’s ROI. Outages, shortages, policies and procedures, modernisation (or lack thereof) can all cause problems, issues and conflict. But in my opinion the real test comes when the angry consumer seeks satisfaction. In the US complaints are often met with disinterest or aggression. The customer is always right was a phrase obviously left out of the training manuals of most US companies, utilities and businesses. I found this particularly true growing up in NY where the general “customer service” attitude was (and still is), “If it doesn’t work, you broke it. If a mistake was made, you made. And if a problem exists it’s yours, tough luck!” Airlines have a notoriously bad reputation, Verizon is considered by many to be the ‘death star’ of telecommunications.

A decade plus spent in Toronto softened my inner “NY bitch” when it came to dealing with customer service reps. Canada is not a particularly shining example of great service either, but while they are slow to apologise they are quick to correct. They manifest a “make it right” but not necessarily a “make it feel good” attitude towards dealing with customers. Cable companies are notoriously bad, mobile phone companies too — you know who you are Rogers and Telus.

But London is unique, at least in this broad’s opinion. Perhaps all of Europe is because of an overall mindset. There is a sense of…{gasp} logic, and a rationale that if you treat people with common courtesy it might be returned in kind. Though admittedly that last part doesn’t always play out if those TFL posters entreating tube riders not to attack staff are to be taken seriously. The average person though — particularly one who has lived somewhere else — will tell you that, even when the product is sorely lacking, the customer service is unfailingly polite. Not perfect, but polite. There’s nothing more disarming and confounding than gearing up to rip a strip off of Barclays or Royal Mail or British Gas and being met with a rational, calm and extremely pleasant customer service rep. completely willing to help, even if it requires admitting fault. I defy the most hardhearted complainer to remain hostile in the face of such earnest and affable response.

Admittedly, this is just my experience. I’m sure there are many who may have a differing opinion. But London has gained an undeserved global reputation for something I don’t feel they’re guilty of. Despite comedy characterisation, London is not full of rude, supercilious Basil Fawlty types, computers do not say “NO,” and an industry (customer service) over 400,000 strong would like to remind you that they often see people at their worst and genuinely try to make it better. All it takes is a little graciousness. Try it. Trust me, it can transform your day.