JELLY BABIES and CUSTOMER SERVICE
My grandson and I like Jelly Babies; not the squishy Bassetts variety, but the harder drier and less sugary ones.
So instead of using the local convenience stores we tried an independent paper/sweet shop where they have them in those ‘old-fashioned’ jars. You remember – those jars that were in shops where a welcoming friendly person behind a counter gave you a smile and valued your custom.
Firstly we selected some tubes of sweets including pastilles that we wanted, then we looked at the jars on the shelves.
We asked if we could try a Jelly Baby before deciding on a purchase. “Definitely not” came the snapped response with a severe and quite threatening stare to match.
It took me aback somewhat.
Now I like using independent shops, and supporting small businesses, but they also need to help themselves and a bit of pleasantry goes a long way. But there was no shifting the icy glare.
Sale lost
So the other potential purchases were put back on the shelves and their sale was lost, along with quite a bit of goodwill.
“You wouldn’t expect to try something in Tesco’s” came a curt call as we left, the irony of the remark obviously not understood. Dead right I wouldn’t and that is EXACTLY why I had tried the small independent shop, hoping for a more personal service.
Instead it was the national chain business convenience stores that were to get our business.
Small Shops? Independent traders?
They too need to remember customer service and common courtesy costs very little. Just being small and local is not enough. It is, or should be an inherent advantage and many will pay a little more to support them, but I fear more businesses will fold if they don’t recognise the importance of providing a pleasant experience for the customer.
Oh did I hate writing the above – it should be so unnecessary
