Price of everything value of nothing - poor customer service

[DodgyGeezer]

Am I just a grumpy old git (quite possibly) but it strikes me that after a, brief, up-tick in the quality of customer service, we (as a country/society) seem to be so fixated on price that we're losing all semblance of (what's laughably known as) service.

The above being said I do have (some) sympathy with store-staff poor pay, conditions etc etc isn't great for motivation

[JustGREENI]

Some people just don't want to pay for the service. I worked in a bike shop, people would come in, try things on for size, then go by them cheaper online elsewhere, knowing what their size is.

You soon get fed up of low pay and being treated like crap.

Edited by JustGREENI on Wednesday 8th September 11:31

[monthefish]

DodgyGeezer said:

Am I just a grumpy old git (quite possibly) but it strikes me that after a, brief, up-tick in the quality of customer service, we (as a country/society) seem to be so fixated on price that we're losing all semblance of (what's laughably known as) service.

The two aren't necessarily related.

Good, basic level of customer service can easily be achieved irrespective of the price point of the goods/services purchased.

[Jasandjules]

Indeed.

All too many people are happy to just buy online at the cheapest price possible. I will pay a little more to support a local shop where possible

[bristolracer]

The main issue is companies being solely driven by money men. The value of service does not appear on a balance sheet.

[Al Gorithum]

Never ceases to amaze me that in retail and any other business that relies on face to face interaction with clients, that those responsible for running the business don't seem to understand that they should be making their employees happy. Nobody buys from unhappy people.

[StevieBee]

There's a gentlemen's outfitters near me. Proper old-school but with modern stuff being sold alongside premium brand socks and the like, all displayed neatly folded in wooden display cases. Think 'Are you Being Served?' but lacking the camp assistant. Suits upstairs, leisure attire down. Dapper and attentive shop assistants. I like it. I would shop there more but....

In need of a pair of Jeans (Levis 511) I find said shop selling them at £110. This is £55 more than the Levis Shop at Braintree Freeport for exactly the same product.

So whilst I embrace the value of service - it has to be a two way street. At a £55 discount, I'd put up with the jumble sale layout and ambivalent shop assistant.

[Glosphil]

I have used a local carpet store for carpeting our houses for the past 20 years. They have always given excellent advice & service.
I've just asked them to quote for re-carpeting our lounge including a good quality underlay. Their quote is just under £1300. If I buy the same carpet & underlay online & pay a local carpet fitter to fit I save almost £500.
I value their good service but not at £500 on top of £800.

[J4CKO]

bristolracer said:

The main issue is companies being solely driven by money men. The value of service does not appear on a balance sheet.

Or how they treat the workforce, I always imagine apprentice types currying favour with their bosses showing them if they reduce conditions in these ways it will save this much which then we can give to the shareholders. Security at Manchester Airport used to be quite a good job but they dumbed it down and reduced the pay and conditions so the folk that worked there were no longer quite as interested, dangerous game to play.

Sometimes there is stuff you can do and stuff you should.

I like to buy stuff from John Lewis as they seem much less grasping, despite their founder being a right tightwad, also Richer Sounds. Trouble is, Amazon is so convenient and fast, makes me feel dirty, especially those adverts going on about someone bringing cakes in and it not being a sweat shop where you are watched all day, no, not at all....

[monthefish]

bristolracer said:

The main issue is companies being solely driven by money men. The value of service does not appear on a balance sheet.

J4CKO said:

Or how they treat the workforce,

Both very true.

[anonymous-user]

J4CKO said:

I like to buy stuff from John Lewis as they seem much less grasping, despite their founder being a right tightwad,

I used to buy a lot from John Lewis as their customer service was second to none. I bought some wallpaper from them and had 3 rolls over that I took back some months later without a receipt. I wasn't expecting much, a credit note at best but they refunded the money straight back to my card, even though these rolls were probably useless to them.

I understand that in the race to the bottom John Lewis have out sourced their customer service so I expect things like this will no longer happen. I also wonder if they would still give the no questions asked refund when your TV fails one month before the five year guarantee expires.

Somehow, I doubt it.

[southendpier]

Glosphil said:

I have used a local carpet store for carpeting our houses for the past 20 years. They have always given excellent advice & service.
I've just asked them to quote for re-carpeting our lounge including a good quality underlay. Their quote is just under £1300. If I buy the same carpet & underlay online & pay a local carpet fitter to fit I save almost £500.
I value their good service but not at £500 on top of £800.

did you go back to them and ask to adjust their quote?

[shih tzu faced]

J4CKO said:

Amazon.. especially those adverts going on about someone bringing cakes in....

The way she says “mmmgghh Donna’s cakes” really winds me up, and the other Scottish one who looks like an angry dressed up wheelie bin “ach we worrk hard we play harrd we get the job dun” she’s fking frightening.

[DodgyGeezer]

StevieBee said:

There's a gentlemen's outfitters near me. Proper old-school but with modern stuff being sold alongside premium brand socks and the like, all displayed neatly folded in wooden display cases. Think 'Are you Being Served?' but lacking the camp assistant. Suits upstairs, leisure attire down. Dapper and attentive shop assistants. I like it. I would shop there more but....

In need of a pair of Jeans (Levis 511) I find said shop selling them at £110. This is £55 more than the Levis Shop at Braintree Freeport for exactly the same product.

So whilst I embrace the value of service - it has to be a two way street. At a £55 discount, I'd put up with the jumble sale layout and ambivalent shop assistant.

This is also a very fair observation. The advantage of (whisper it) Amazon is not so much price as they have everything there overnight delivery.

Another recent example - I was looking for a laptop, local suspects had none in stock (fair enough), no idea of when stock might be in (less sympathetic)and no interest in ordering one in..... mail order it is then

[Whitean3]

The biggest issues I have with shopping locally are that you don't necessarily know if they have what you want/need in stock; and employees who are absolutely clueless about any of the products that they sell.
It's way more convenient to shop online, especially for obscure stuff (think tools, spare parts etc, rather than clothes and shoes)- you can compare prices, delivery times, shipping options and different products. Essentially you can do your own research as to what is good and what is not, rather than get frustrated that the shop worker you ask has no clue.
I do like browsing through the shops but typically for things I know that I'm likely to find.

[anonymous-user]

DodgyGeezer said:

This is also a very fair observation. The advantage of (whisper it) Amazon is not so much price as they have everything there overnight delivery.

Another recent example - I was looking for a laptop, local suspects had none in stock (fair enough), no idea of when stock might be in (less sympathetic)and no interest in ordering one in..... mail order it is then

I have tried many, many times to buy electrical items from Currys/John Lewis and they have not once had the item I wanted in stock. It ends up being a total waste of an afternoon traipsing around the shops looking for somewhere that might have it in stock.

These would have literally been the easiest sales they have ever made, I had my debit card in hand and knew exactly what model I wanted, the sales person literally had to go and get it from the warehouse, but every time I get the standard "We don't have that it in stock but we can order it in for collection"

I now just order everything direct from the manufacturer, A TV from Samsung and a 2 Laptops from Dell and Lenovo, all of which worked out cheaper than buying if from the High Street and all were delivered the next day.