On 2007-06-03 11:36:15 +0100, said:


Good advice, just one think I've found tho: standing outside and
telling potential customers what happened has been a very fast way of
getting a complaint addressed IME.


NT

That's true. I did suggest to one of the DIY supermarkets that I
would do that on one occasion when they had a memory aberration over
delivering what they had sold. The duty manager resolved the problem
quickly.

One small tip here is to take the duty manager/supervisor away from the
desk occupied by the member of staff who has been a roadblock up to
that point.

This gives the manager the scope to fix the problem without having to
be seen to countermand the assistant in front of the customer- i.e.
effectively having to choose between doing the correct thing for the
customer and backing his staff member. Actually he should do both.
He can fix the problem for the customer with as much flexibility with
the customer as is necessary and then talk to the staff member later to
the effect that they have done the right thing by following the
procedure but that on some occasions it is the right thing for the
business to vary that to meet the customer's need.

The customer should never return to the original assistant with an "I
told you so" or any other "ner,ner,ner,ner,ner" attitude. It doesn't
achieve anything and is unnecessarily rude.

Regarding a DG outfit, it would be a bit difficult to tail a salesman,
although some of the firms do have displays in garden centres and
retail parks. One could camp outside those on a Sunday afternoon I
suppose.

However, to be honest, it would be more productive for the individual
to take charge of his own problem and deal with it through the
(essentially financial) remedies available.