to think this is a really rubbish excuse(33 Posts)
Last week I started going to a slimming group, one of the well-known ones, I won't name them on here. Last week I didn't have anything to do with the support team that work there, as the group leader did a new members talk to me, then weighed me herself after the group chat session.
Tonight I arrived, and didn't know anyone at all. I queued to pay, and the woman taking the money didn't acknowledge me as she was chatting to someone else, she simply held out her hand for my card and money. I then went on to the queue to be weighed, and when eventually it was my turn (the weighing ladies were chatting away to many people hence it took a long time), the ladies doing the weighing were chatting to someone else, ignored my "hello", wrote my new weight in my book and gave it back to me without saying a word.
I didn't stay to the group session after weighing tonight as my DH was working late and I left the children with my neighbour so I could go to weigh-in. I did explain to the group leader that I wouldn't be able to stay every week for the whole session due to family commitments.
When I got home, I emailed the group leader about my experiences tonight. She emailed back a short while ago to say that she feels that her team didn't talk to me as they don't "know" me because I didn't stay to group tonight, and that they are very busy and perhaps that's why they didn't acknowledge me.
I have just emailed her back to say that I don't think that someone being "busy" or not knowing me is a good enough reason to not reply to a customer saying hello, and that regardless of whether I stay to group afterwards or not, I expect to be treated politely and pleasantly, not just as an inconvenience. I mean, how much effort is it just to acknowledge someone, with a brief "hello" and a smile? I have told her to please be assured that if I find her team to be rude and ignorant again next week I will tell her at the meeting and that I look forward to being treated nicely at weigh-in next week regardless of whether I stay for the session or not.
AIBU or is her reason for the rudeness crap?
BTW, the group leader is just like Marjorie Dawes from Little Britain....
Can you not just buy some decent scales and not go?
I have such low willpower, Thingumy, I think I need a weekly weigh-in. lol
YANBU. She needs to instill some customer service skills in her staff. I run a small business and I always bend over backwards to make small talk with new customers and would expect the people who work with me to do the same.
If you need the weekly weigh in I would try another group...
join a mn weightloss thread
Will save you giving your money to Majorie Dawes et al and all the threads I have read are supportive.
Some friends and I set up our own version, called it Weigh and Play. We all met up for coffee and a chat, we weighed ourselves and put it in a little book. The kids played together, did some craft and then we had lunch.
Honestly, being weighed in front of people is humiliating enough. If there's no personal interaction to make it bearable, fuck'em.
erk.. exactly why I hate group things.
Good on you for going, I don't think I would have had the nerve
Reading back over the email she sent, it has actually made me quite annoyed the way she has tried to blame it on me rather than saying that her team had been rude and that it shouldn't have happened.
No doubt she will tell them all that I've whined about them so they'll be even more arsey with me next week. Oh well...
I think the weigh and play session is a great idea.
You are right, and she is being so rude. It is still a customer service - would she get away with that in a shop?
I would email her back and ask how they expect to get to know you, if they are too busy to even say hello to you?
It is NEVER acceptable for staff to talk amongst themselves in front of a customer. They shd either talk to the customer, or, if the customer doesnt want to, just stay quiet. That is about the first rule of customer service. If this happens to me in a shop, bar or restaurant, I never go back. Seriously.
She is wrong. You are right. Forward her pathetic email to head of franchise via their website. She shd get sacked.
I wouldn't go back and give this woman my money unless I had been given a decent apology. She doesn't sound remotely like she is acknowledging the issue or being reflective about how to support her team to improve - she should be grateful you let her know about the problem. Many clients would just have never come back again.
Complaining about a paid service which isn't up to scratch is the only way things can improve. She is daft not to make the most of someone with enough integrity to let her know things aren't right - she should be thanking you. Then she should be working on her team to ensure this never happens again.
I don't think her group deserve a second chance on the basis or her response.
Another vote for starting your own 'weigh and play' group!
It's really hard to go to one of these groups without being treated like a nuisance. They need to welcome you with open arms. I'd give ti another week and see if they improve.
Good luck with the weight loss!
I go to slimming world and if anything like that happened at our group my consultant would be horrified she has to pull people up for the opposite reasons.
find a different group.
I go to WW and from day 1 I was made to feel really welcome. Everyone is so supportive of each other.
That's how it's supposed to be! If that group isn't right for you, find one that is.
Her attitude is unkind and stupid, and she is even more stupid to have put this in writing!
You have all the ammo you need to get a refund from Head Office if you should want it! I can't believe she doesn't realise that.
Just a thoughtm though: are you sure you want to continue with this group? If they are only polite to you under sufferance, while probably bitching madly under their breath (people are most angry when they are wrong), is that going to cause you stress?
Write to head office! No excuses for that behaviour...she is meant to support you, that's what you're paying for!
I go to SW and my group is lovely!
I think it's luck of the draw with group leaders, and sounds like you got a bad one Frazzled.
I wouldn't go back, I know I wouldn't.
I've just phoned their customer services department. The woman I spoke to was horrified and asked me to forward the emails to her, which I have done. She still started saying "well I can see why she would say you should stay to group" until I pointed out that this was all BEFORE the group session. And lets face it, if the weighing team can't be nice to a new person, how is that going to entice a newbie to stay to group. I think she has got the message now.
YANBU- I think it was awful to be ignored and made to feel un welcome like that. And I think you have a lot of guts to go again, having spelled out the shortcomings to the leader. You are doing exactly the right thing, but it does take nerve and I admire you.
Irrelevant if you stay or were intending to stay for whole session.
1) get full refund.
2) join a different group/area
3) name old lot on here!
I know this is an old thread, but thought I'd dredge it up with a bit of an update:
So I spoke to the customer care woman who said that the area manager would be in touch with me shortly. So I waited and waited, and then on Monday this week I emailed her again and said I was extremely disappointed with the company as I had heard nothing from the area manager and clearly they weren't interested in resolving a complaint.
Lo and behold the area manager phoned me yesterday and said she spoke to the group leader within 2 days of me phoning head office (3 weeks ago now), and that she had had a lengthy 40-minute face to face discussion with her about how I was right and how her reply to me was arrogant and missed the point. She said the group leader had promised her she would call me immediately, which she didn't.
The area manager then phoned me again today to see if I'd heard from the group leader and again, no. So cue tonight at 5ish when I got a very shitty call from said group leader "apologising" in the tone of Kevin from Kevin and Perry saying "so-r-eeeeee". She said that she had never had any complaints before about her group and I said that that didn't necessarily mean that no one else was dissatisfied, just that no one else had had the balls to complain, and she was adamant that no one who attended her group ever, in 10 years, was "the type not to complain if something was wrong" . She said that the helpers at her group are volunteers and I said that that was of no relevance as I am a paying customer and I expect to be treated like one regardless of whether her team are working for free or getting one million pounds per hour.
I had made the decision a couple of weeks ago when I had no response not to go back to group, as I still feel I have been treated very shoddily. And the lack of remorse from the group leader tonight confirmed to me that I definitely don't wish to go back there.
I would name and shame the company, but not sure if I'm allowed to on here?
Join the discussion
Registering is free, easy, and means you can join in the discussion, get discounts, win prizes and lots more.Register now
Already registered with Mumsnet? Log in to leave your comment or alternatively, sign in with Facebook or Google.
Please login first.