So the sign on the door says Opening Hours – 9.30 – 5.30pm
Its 5.21, the shutters are halfway down on the entrance and a lady is stood with a dry mop – but is using it as a barricade at the entrance.
I try to enter – needing to pick up a promised item.
Assistant ‘We’re closed”
Me “Oh, why?”
Assistant “We close at 5.30”
Me “Yes I know that but its 5.20”
Assistant “Our tills are off”
Me “Well, I have travelled quite a while to get here and need to pick something up”
Assistant “I will check with the manager”
In the background, the keeper of the mop walks to the back of the store to speak with another Team Member and there is the most obvious body language that equals “not a chance”
Assistant “Like I said, we’re closed”
Me – “Would you kindly let me have some details of someone I can write to? I am really not satisfied with this”
Assistant “Well its nearly 5.30 now”
Does this sound familiar? Worryingly familiar?
So when does a store really close? Are you in agreement with me – do you feel that if there are procedures to run they should be done after the advertised opening times?
Sadly, this was a store of a National chain, that has been troubled by the recession and the downturn has been reported.
There I was a paying customer, ten minutes before closure – not allowed to buy.
Worse still, there was no life, energy or customer service offered. Not even a – I’m sorry but can you perhaps buy it online?
And this, and the many events I experience throughout the whole week, every week – I admit, cause frustration and annoyance.
And I am NOT alone. I could write a million blogs for every story that has been told or retold to me about how much bad service has effected the lives of those around me.
We all know its there – and I think we agree its getting worse – but finger pointing and repeating the same facts are not going to change anything.
So that is why – we are launching Customer Service Boot Camps. It really does as it says on the tin. We will run events that will train the unfit and get the fit – fitter. There will also be a whole host of advice and support online.
Information will be revealed weekly at www.customerservicebootcamp.co.uk
Oh – and by the way – we are always open for business – drop us a line anytime at letsworktogether@insightwithpassion.co.uk
