Blovember #6 – Why wait for poor service?

I have just read a rant on Facebook where a customer of BestBuy in Calgary felt very hard done by because the staff in-store were rubbish and despite nothing else to do they ignored them whilst standing around doing nowt. They waited 5-9 minutes apparently. Not only does such a statement imply that the complainant is pretty bad at judging the passing of time it also says to me that they had nothing better to do than wait and work themselves up whilst plotting their punitive retaliation (embarrass them using social media). there is nothing to suggest they even attempted to escalate the issue at a store level.

Whilst this is just rubbish service I don’t think you have earned the right to complain if you did nothing. There will be a manager on duty and I’ll bet that summoning them – the mere act of – will be a bit of a rocket to the lazy assistants. As a manager I’d dearly like to know if my customers are not receiving a level of service that delights them. As a manager I can’t improve it for you or other customers if you wait, bottle up your unhappiness and then snipe at us using Facebook (despite the dire threats to splash the entire world of social media with this example of egregious treatment they posted it on the US BestBuy page and not the Canadian one. BestBuy politely pointed this out. I only saw it because a contact reposted it.).
Staff make mistakes, staff are sometimes lazy, offensive, bring personal issues to work etc etc. All to be avoided but the fact is they do happen. There is a difference between a one-off and repetitive crap behaviour. Maybe the manager needs replacing? Who knows if you don’t bring it up.

By all means expect and demand high levels of service but don’t shy away from bringing it up with first-line  management if you don’t get it. Being a customer in the real world isn’t a completely one-way track. Do your bit before you take to the airwaves to shout about your unhappiness. Try being part of the solution and not just part of the problem. No change will come if you shirk your responsibilities as a customer.

Advertisements