Tuesday, November 29, 2011

Keep It Local II

A couple of month ago I posted about the appalling lack of customer service I experienced while doing my shopping in two shops in the nearby town. If you want to refresh your memory, the post is here. I told you how I had emailed both shops and was waiting on response. They both did.

Shop A apologised profusely, gave me the whole "this shouldn't happen" and apologised again. What baffled me the most was the statement that this issue had been brought to their attention before and that they were "putting measures into place to deal with it". So I wasn't the only one to find myself leaving the shop feeling as if I was an inconvenience to their staff. I was surprised that they admitted to there having been more than one complaint about their staff. Surprised, but at the same time a little bit glad.

Shop B gave me the standard apology letter, assuring me this wouldn't happen again and wished I would continue to shop with them and that all their staff was trained to a high standard in order to provide excellent customer service. They told me that should I go back to their shop I would find my shopping experience only delightful.

After driving to the further away town once a week for my shopping for a month or so, I decided to give my local town another chance. Mainly because I needed to go to the bank and the beauty salon and didn't fancy driving to the other town for my food shop after my lovely, relaxing massage. So in I ventured to shop A.

Full of Christmas cheer and sweets, christmas puddings and fairy lights. The shop was, not me. Maybe the Christmas cheer had infected the staff as well, but I did think I was seeing an awful lot of smiles around. And the service was excellent. Had a nice chat with the man at the till, smiles all around and a big "Thank You" at the end. I spotted the woman who had served me the last time and prompted me to email the shop. She was serving another customer at the express counter and she was smiling! 

Shop B was an equally positive experience. No pushing of the shopping into the trolley to get customers out of the way; no broken bags of cat litter; no rush and no hurry. There was an item that they used to stock, but I was unable to find it this time. I was told they had stopped stocking it because of low sales in this branch but would be able to get it in for me from another branch if I wanted to do so. And all this done without sighing or rolling of the eyes.

After these to experiences I decided to bring my pennies back to my local town. I also emailed both shops to let them know I had seen a marked improvement in their level of customer service and that they had succeeded in convincing me they were indeed dedicated to improving their services. I feel that if I took the time to complain about bad customer service, I should take equal amount of time to thank them for good customer service. And seeing as I didn't name and shame these shops in my first post, I shall leave them anonymous in this one, too.

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