Expectations
I shopped today at Poundland and HMV. The former for something for the shop, the latter for a dvd for the boyfriend. I was thinking about the level of service in the two places. Surely the two should be poles apart?
Although, should the average product price dictate the standard of service we expect?
In actual fact the service I recieved today was inversly proportionate. I dont know if you have ever had the dubious pleasure of shopping at Poundland, (I often buy things for work, cleaning products etc) I often find that the service is pretty good. Since my expectations from such a shop are quite low I find that they are regularly exceeded. Such low expectations tend to eat away at my 7 rules, but I thought we would see how Poundland stack up….
Acknowledge: I was not acknowledged as I entered the store. There was a large volume of customers entering and leaving through quite a small entrance way/exit.
Attitude/Environment: There were 6 members of staff on the tills, and two putting stock out on the shop floor. They were all wearing uniforms and the chatter between the stock replenishers was about putting out stock.
Approach:I was not approached by any staff members, there were staff members on the shop floor though, and was not made to feel that I was interrupting their replenishment when I asked for help.
Establish Needs: I was taken to the section and asked if I wanted big ones or little ones (they had both!)
Present the product: I was left to make the rest of the choices myself
Transaction: I was greeted at the till, asked if I needed a bag, and offered some chocolates (without feeling presured). The sale was quick and problem free.
Last impressions: I was thanked and ‘goodbye-d’
I think this is pretty good for a shop that has an obviously high footfall and (quite likely) has low paid staff, who are expected to work extreemly hard. Compared to HMV where I was not greeted approached or offered any help, in any way, despite the fact that 4 out of the 6 staff I saw were not carrying out work related tasks. At the till I was greeted, and the price was confirmed to me, but I was given a bag without being asked, nor was I thanked, or ‘goodbye-d’.
It is most definately a poor state of affairs. Have you had a good/bad experience lately?
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