Nothing like good customer service.

There’s nothing like good customer service and this is nothing like good customer service.Paulusthebrit

You the customer are under suspicion. Your actions require utmost control and under no circumstances can you enter our business with that item. We consider all people who enter our business as criminals intent on stealing our stuff. We do not care about you or your own care or safety.

This is the message I was given by the owner of a business today after I raised a concern about a policy the store has and the manner in which it was enforced.

What was the offense? My wife had a small hand bag with her.

The policy of the store was that no-one was able to enter the store with a bag (of any sort). We had the option of leaving the bag with a complete stranger at the counter in an insecure area or not go into the store.

Our greeting was not a friendly smile or even a simple “Hello” it was just “Bag please!” no option, no explanation.

We left.

After calling the store to question the policy and manner which we were treated, the owner phoned me back to explain that under no circumstances was anyone allowed in the store with a bag of any kind and that Prime Minister John Key and even the Queen would be asked to leave their bags at the counter.

When explaining that my wife has a health condition and the bag contains important contents, it was explained that we could take contents out of the bag and carry them with us. I suggested that it would be difficult to shop or browse while carrying things in our hands he said that was our problem.

I can accept the importance of store security and issues around shop theft, but the tone and treatment of the staff member and the arrogant attitude of the owner has left us never wanting to visit that shop again. We had the intention of making purchases on todays visit but we will not be going back to that establishment.

I will not name the store as I do not wish to advertise or promote its existence in any way. If anyone ever asks me for a recommendation about these types of shops I will not mention them at all and if questioned directly will explain our dissatisfaction.

One question I have about this “leave bag at counter” policy. If something goes missing or is damaged in the bag whose liability is it? For example if I leave my camera bag at the counter and someone drops a heavy item on it will the store pay the cost to repair or replace damaged items? What say someone gets given the wrong bag and it goes missing, who is liable?

The experience today has left us feeling angry and disappointed especially after the owner said it was our loss for not doing business with him. Actually it is his loss, we were going to spend money today at his shop and didn’t.

We will not be going back to that store again.

Paul S Allen

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About Paul S Allen

Musician (Guitar, Bass, Mandolin); Singer Song Writer; Photographer; Poet; Thinker. I have food allergies so ask when you invite me for dinner. Lumen accipe et imperti. (receive the light and pass it on) Leadership; Strategy; Vision;

Posted on 18/08/2013, in Business Development, Communication, General, People and tagged , , , , , , , , , , , , , , , . Bookmark the permalink. 3 Comments.

  1. Maybe naming the store wouldn’t be a bad idea. The sooner the owner understood that this isn’t the way to run retail the better.

    • Thanks Mike

      I spoke personally with the owner this afternoon. I made my views clear but he was not prepared to consider any policy changes even though he said he’s had another complaint similar in the last couple of weeks.

      I may reconsider naming the shop at some time.

      Paul

  2. Paul I agree with your stand about not frequenting that store again unless they change their policy. I was flabbergasted to hear such a story. Not even in Oxford Street in London do they employ such draconian methods of security. This is not a police state-yet…
    I do think stores need to both consider the big picture of the policies they put in place and also the impact their decisions are likely to have in others. I hope this store will revise its policy. It makes me wonder how the staff of this store are treated if this is how that treat customers.
    However, I am not saying that store security is an easy thing to put in place but perhaps thinking through a policy and even checking policies out with the employees of the store might help too!
    Paul Reet

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