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Q. Is it me, or do retail staff not give a toss about how a customer feels if they’re disappointed or let down?

Posted in General, Marketing October 20th, 2008 by admin

Let’s take for instance my recent experience at the Wetherspoon’s pub - Holborn.

Having stopped for the toilet (toilets on the tube… now that’s for another day) en route, I entered the aforementioned (empty) large establishment and did my business. All very quick and easy.

But then I noticed they were offering a good value latte AND free wifi… an irresistible offer, given two of my favourite things - and I had some time - and would be underground for a while and unable to check my mail (or go to loo).

So far so good.

Then I went to the bar. I joined a queue – formed as there was only one bar-man (OK, there was also another official-looking guy behind the bar with a pink tie and waistcoat, but all he was doing was noting items on a clipboard… his back to the queue of customers!).

After maybe 7 mins of queuing (a business party beat me to the bar) I thought I would give up and see what other options there were outside… only to realise that the several coffee joints nearby by now were all conspicuously packed - and would not have the free wifi.

So I returned to the bar. The line had lengthened and I was now behind members of a real ale group.

Oh joy. Anyone got a Camra?(!)

But I waited, and another 7 minutes later another barman joined to help serve.

Soon I was moving and indeed salivating at the thought of my cheap hot latte and free net hotspot. 

When half-way, one bartender whispered to the other.

My senses twinkled. No I didn’t need to go again, I could simply tell something was now amiss….

But I persisted, and eventually was served…

“A nice hot latte please bartender”.

To cut a long story short, another 5 minutes later and I’m explaining in (yes) an agitated manner to the bar-man why I’m upset after queuing for a combined 15 minutes or so (for a quick coffee) …

Then suddenly Mr Pink-Tie drops his clipboard and jumps in to offer his colleague some support.

“I’m the Manager… what’s going on here?”

I told him.

“Well, it’s not our fault. The water’s off”.

I explained that perhaps they could have been a little more proactive in communicating this, and notify new customers joining the queue that water-based drinks were off for the time-being.

Indeed, I also (OK perhaps cheekily) asked why a stock-take was so important when customers were queuing to be served…

My service and customer experience suggestions seemed to baffle them both - and soon all the dynamic duo could think to do was offer me a free latte ?!

Cutting my losses I thought I would give up on the drink, and simply check my email.

A quick check first though..

”Is the wifi OK?”.

“Oh no, that went off yesterday morning. Nothing to do with us…!”

“Goodbye!” - and I considered myself lucky that the toilets had been open.

Darren-Mark Noyce is founder & managing director at SKOPOS market insight