Feb 22 2009
Little Chef Wins in Customer Service Stakes
As a trainer I travel. As a traveller I often find myself taking a break in service stations of various descriptions and see the good, the bad and the ugly!
I recently stopped in a Tesco store and witnessed some of the worst customer service interactions I’ve seen. Two operatives – anonymous, one male, one female but no name badges in evidence, were behind the counter… while I browsed the various “Special Offer” meal deal boards, a couple in front of me asked for “Two teas and hot cross buns please”…to be met with “Sorry but there are no large hot cross buns left, we only have the standard size over there” and a vague gesture to the left, away from the counter. The customers were confused by the response and repeated their request for tea and hot cross buns. Tweedle-dum and Tweedle-dee repeated as if in unison “Sorry, there are no large hot cross buns left. We only have the standard size over there” with more pointing away from the counter… bemused, the customers wandered away from the counter and didn’t return while I was there.
My go next… “Have you got any fish and chips?” – it was Friday and this was their meal of the day. “No” came back the answer. It dries out if we keep it under the lights. We could cook some for you but you’ll have to wait 10 minutes or so. Is that OK?” Well, what do you think? Would that have stirred you to part with your money? I left without fish and chips!!!
Contrast this with a visit to a Little Chef at Hope-Under-Dinmore… we arrived around 6.30pm, it was about half full and looking bright and bustling. There were only two staff on duty as far as I could see but Tracy and Jo were doing a great job. Each new customer was greeted warmly at the door and shown directly to a clean table. “Would you like a drink or shall we leave you for a minute to look at the menu?” We took the option to look at the menu – as soon as we had browsed, made our choice and put the menu down, Jo appeared with her order book in hand – “What can I get for you this evening?”. We waited minutes before fresh coffee appeared and was followed by freshly cooked food. I barely had time to watch and admire as Jo and Tracy seemlessly swapped roles – Tracy was the chef and seemed in control in her kitchen but, if Jo was taking orders Tracy stepped out to greet a new customer and show them to a table. No sooner than a freshly cooked meal appeared did Jo collect it and deliver it to table. When your meal was finished a further invitation “Would you like anything else?” or “Are you ready for your bill?” and people were given time to pack and move out without fuss – but the table was being cleared before they had closed the door behind them!
It was a real lesson in how to do great customer service. So Jo and Tracy at Hope-Under-Dinmore, thank you!
Sorry to say it but Tesco customer service stinks.
With a rare exception I find the people on the customer service desks are defensive and unhelpful. As for their promise to refund you the entire price of an item if it’s marked wrong on the shelves, they only refund the whole lot if you ask for it. They always try first to give you just the over-charge and if you ask them what those massive signs mean, they apologise and give you the rest!
In fact, it’s probably about time I wrote to their chief exec in Ireland and let him / her know what their staff are up to!
Rant over, happy Sunday, Margaret.
Mx
Thanks for this Marion – think we have found a real need for advising Tesco to improve customer service – my question is – does the thought fill you with joy or suck the life from your soul?!! Think I’ll move rapidly on… enjoying my Sunday!