To think it's no wonder that so many businesses go out of business when they treat customers like shit?

(130 Posts)
oolajoola Sun 16-Feb-14 20:27:37

It's almost as if some shops/salons/companies don't actually want any custom at all....

I recently phoned up a local ironing company as I've been working a lot of hours recently and wanted to get our (huge backlog) of ironing done. A gruff woman answered the phone and when I said 'hello, I'd be interested in getting some ironing done' I got an abrupt 'No we're not looking for anymore customers' and she virtually put the phone down! They may well be stacked out with customers now but this may not always be the case, and they will never ever get any custom from me now. Surely it would make better business sense to be polite.

Yesterday I went to get my hair cut. The hairdresser who cut it is lovely, but then at the end I had to go to the counter to pay, which was manned by the woman who owns the salon, with four other hairdressers standing by her chatting. They were all really hostile and made it clear that I was interrupting their conversation by daring to stand there and pay! I made my next appointment, and asked for it to be written on a card, and got much huffing and puffing and the owner just slapped the card down on the counter and didn't say a word.

There is also a local soft play place, where the service is absolutely atrocious. Things like staff standing around talking and being fully aware that there is a queue of customers to be let in, but ignoring customers for 10 or more minutes until they can be bothered to let them in. Or 6 members of staff standing behind the snacks counter chatting, with one staff member serving a queue of about 10 customers. They really don't seem to give a toss. I'd stop going there if my kids didn't love it there.

Surely happy customers are an essential for any business? Why do places just not seem to care or offer any customer service at all?

oolajoola Sun 16-Feb-14 20:29:07

Forgot to mention too the receptionist at the local branch of a large healthclub chain that I go to, who is a total dragon, very very rude, and even the healthclub manager won't dare to tell her to be polite to customers as he's scared of her!

ramonaquimby Sun 16-Feb-14 20:31:09

Service IS generally bad in England. Always surprises me when I have good service.

Pigletin Sun 16-Feb-14 20:32:10

YANBU. This is why I much prefer the US attitude and culture of tipping - it gets you good service EVERY time. People say it's fake, bla bla...I don't care if it is as long as I'm getting good customer service. And I'm happy to tip for that.

In the UK if I get bad customer service I just don't go back.

OuterFromOutersville Sun 16-Feb-14 20:32:33

I do know what you mean to a certain extent. There's an expensive card shop in the nearest town to me, and whenever I go in, the (always different?) member of staff seems to think up novel ways to be rude to me. Similarly, in a gift-y type shop in the next village, the owners / staff always seem slightly off.

Oh God, It's me, isn't it grin?

SanityClause Sun 16-Feb-14 20:41:11

I recently went with my family to eat at a restaurant. It was one of a chain - we had eaten a delicious snack at another just before Christmas, but didn't realise it was a chain, so when we found the second, we were delighted.

Anyway, we were seated, ordered and were served with drinks. Then waited, and waited and waited for our food.

Tables which had been empty when we arrived were being served, and we still waited. Finally, I complained. The manager came over, apologised profusely, and told us the whole meal was on the house!

We were so pleased with their desire to acknowledge their mistake, we will definitely be loyal customers from now on.

In fact, I will give them a little plug - Le Comptoir Libanais.

FoxyHarlow123 Sun 16-Feb-14 20:44:10

Couldn't agree more. Bad service = no repeat custom from me.

oolajoola Sun 16-Feb-14 20:49:23

I often wonder if it's the area in which I live, as it's not a very friendly area. Lots of small town attitude and people that are big fishes in a small pond.

VoyageDeVerity Sun 16-Feb-14 20:51:38

I couldn't agree more with this OP

bluebell234 Sun 16-Feb-14 20:59:48

I agree with that, too.
I think they are not happy with their wages and they act like that which isn't right.

getdownshep Sun 16-Feb-14 21:02:46

I have had a similar experience in my hairdressers after a £60 haircut, standing there waiting to pay getting ignored.
I also treat myself monthly to an eyebrow thread and tint, been going to the same place for a few months.
I got left sitting in reception for 25 minutes last time with no explanation then when I paid and asked for a card reminder that was slapped down in front of me!
She was the owner as well, nice attitude to your customerconfused

YANBU, but why didn't you say something at the time?
Yes, they shouldn't be so rude in the first place, but the problem is, the majority of people put up with it, a minority go elsewhere and a far smaller minority complain, then there's no incentive for them to pull up their boots. Probably fewer fail through poor customer service than through poorly thought out business plans.

oolajoola Sun 16-Feb-14 21:11:49

I have long since given up complaining. In the past I've just ended up looking like a moaning Minnie. Very few shops/companies will take a complaint on board IME

ihatethecold Sun 16-Feb-14 21:12:20

You should vote with your feet then and not return.

NinjaBunny Sun 16-Feb-14 21:12:43

I made my next appointment, and asked for it to be written on a card, and got much huffing and puffing and the owner just slapped the card down on the counter and didn't say a word.

Don't go.

Find another hairdresser.

I don't go back to places where staff are rude. Ever.

Just don't go back. I wouldn't return anywhere where people have been rude to me. Especially the owners, as they are the ones that set the tone - if they don't care, none of their staff will!

Joules68 Sun 16-Feb-14 21:17:12

I'm sorry to hear that customer service is considered as bad in the uk

I always try hard with my customers at the shop I work in. I get thanked a lot, but as yet, nobody has emailed/called in recognition. Does anyone ever do that when they get exceptional service?

iloveweetos Sun 16-Feb-14 21:22:59

Every time I go to buy my weekly bus ticket the women are always chatting and I feel like I'm interrupting. So rude but I need to travel so have no choice. Usually I wouldn't go back. I'm too much of a wuss to complain

Pigletin Sun 16-Feb-14 21:24:00

Joules, I used to do that when I lived abroad....on several occasions actually. Just never had a reason to do it here.

I would cancel your hairdressers appointment, and tell them how rude they were.

Ilovemydogandmydoglovesme Sun 16-Feb-14 21:26:22

I was in a clothes shop not so long ago and found a shirt that I quite liked. It was an impulse buy, not something I was desperate for. The lady behind the counter ignored me while she straightened up a few already straight bits and pieces and so I stood there for a few minutes waiting for her to acknowledge me. When she could finally be bothered to stop and serve me I said I'm going to leave this now, because you are rude and your service is appalling and I don't want to give you my money. She had the audacity to look affronted. I was pleased that I had stood up for myself though. She clearly didn't think my money was worth the effort.

Ilovemydogandmydoglovesme Sun 16-Feb-14 21:30:52

I've just thought of a good one Joules. When I was looking for a duffle coat for dd1 I found a red one in Boden but they were sold out. I rang customer services and asked if they were likely to be able to find one. The lovely young chap on the phone did some sort of mass stock take and rang me back to say he'd located one and he'd send it to me. I was delighted and made sure I thanked him profusely. Made my day. smile

But at least you would have made your point - particularly now you're going back, there is no incentive for them to change.

LongTailedTit Sun 16-Feb-14 21:36:31

Yep - I recently had my boots resoled in my small town and the bloke made it very clear that customers were a huge inconvenience, didn't even make an effort to be polite let alone friendly.
His is the only cobblers in town, but I will never go back there. I'd rather drive to the next town and find someone who wants my business.
Also the repair cost me £25 and my right boot is already leaking!

On the up side, the mobile hairdresser who does my hair is brilliant and I texted her to let her know how happy I was with my cut - she liked having the feedback. smile

NinjaBunny Sun 16-Feb-14 21:38:45

In ASDA once I went through a friend's till.

Apparently this is Not Allowed and you're not supposed to go through a till if you no the person working on it. Although there were no signs/notices saying as such.

Friend zapped my shopping through, I was about to pay, we were chatting (which I believe supermarket staff are told to do) when a 'superior' stormed over and had a go at both of us.

I told her if she was going to be rude to me I'd shop elsewhere and left my stuff unpaid for.

Said goodbye nicely to my friend though.

grin

I was also once going to rent a house through a really rude/snooty letting agents who'd been talking to us like we were shit off their shoes.

Only put up with it because we were desperate.

Paid all of the fees and arranged to pick up the keys and pay rent/deposit on XX date.

Found a private let in the meantime, no fees, cheaper, lovely landlady and took that instead.

When bitchy letting agents rang us on XX date to ask when we were collecting the keys we told them we weren't because we'd decided they were too awkward to deal with.

Lost our fees but was fecking worth it to teach them a lesson!!

wink

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