I would like to return briefly to the subject of customer care.
Last time I raised this it created more comments than most topics so I just wanted to put the positive side of customer care forward.
My previous post was about how front line staff were unable - it seemed to me - to make any decision about flexibility and pleasing the customer.
How wonderful it is to report there are some people who just take the bull by the horns and use their plain common sense and intiative without having to be scared about ‘asking the boss’ or ‘worrying about what the procedure says.’
Two weeks ago Annie and I went along to our local fish and chip shop and ordered our take away family meal. When we arrived home we discovered the curry sauce had not been placed in the bag. It was not worth going back so we put it down to experience and enjoyed our meal.
Yesterday we went back to the same fish and chip shop and casually mentioned this matter - a wee bit tongue in cheek.
The young lady dealt with our current order and we paid.
Just as we were about to leave the shop she handed us 90p which was the value of the previous unpacked Curry sauce order from 2 weeks before.
She didn’t have to believe us but she did.
NOW THAT IS WHAT I WAS DRIVING AT IN MY LAST RANT
AT LAST SOMEONE SHOWED SOME COMMON SENSE
SHE SHOWED INITIATIVE
SHE DIDN’T HAVE TO ASK SOMEONE MORE SENIOR
SHE JUST DID IT!!
IT GIVES ME HOPE AND SO MUCH PLEASURE TO COMPLIMENT SOMEONE WHO JUST QUIELTY USED HER INITIATIVE AND CREATED 2 POTENTIALLY LIFETIME CUSTOMERS WHO WILL TELL OUR FRIENDS ABOUT IT.