This is admittedly a fairly minor example, but it genuinely irritates me. And it’s by no means the first letter from HMRC that’s done the same. Click for a bigger version.
For the most part, I find that ensuring my business complies with all the Government’s requirements to file and pay things is a huge pain in the arse. I do most of it myself, I try to get it right and mostly succeed, and when there have been mistakes they’ve always been genuine.
So, when I get letters threatening me with penalties if I cease to do something I’ve been doing all along, I get annoyed. It’s unnecessary. I wouldn’t ever send a letter like this to a client or a supplier unless sorely provoked. So why is it HMRC’s default tone of voice?
Why can’t Government talk like a human?
This post is tagged customer service, hmrc, letter, rude, tone of voice, vat
Sing it, bro: RT @harrym: Why can’t HMRC talk to me like I’m a human? It’s bloody annoying. http://t.co/X8lXlAiz
They also totally don’t understand the meaning of the word “customer”. You’re a VAT-registered business; the “customers” (or rather, “taxpayers”) are the companies and individuals with whom you trade. Really, you’re a tax-collecting agent for them.
Oh man. I agree. I really do. And I stubbornly refused to use the word for *years*, because it’s obviously wrong. But it’s just so well established now that I’ve lost hope that it can be changed. Also, on the off-chance that it might sometimes encourage the public sector to think of us like customers to whom they’re giving a service (rather than subjects who should be bloody grateful) it might perhaps do some good. Maybe.
So I stopped waving the flag.