I rang two local model shops this morning with a pricing enquiry on some new track. Not just a odd piece of track mind but between £100 - £150 worth. I got two very different responses;
Shop#1
Answered with a mumbled "hello" and did not identify either the shop name or his name. I clarified I had rang the correct shop and gave my name and a brief overview of my enquiry. The reply was less than "customer focused" with a the person explaining they were very busy, the shop was full and that it would be easier (for them???) if I visited the shop. Ok - I politely ended the call. Perhaps a..."Can I take your number and call you back..." would have been a better response.
Shop#2
The telephone was answered promptly with a enthusiastic hello and the chap told me his name. Great, on to the enquiry which he was positive about and while not giving any prices promised to match anything from major outlets across the internet with a little extra discount. Excellent! I said I would visit in the next week or so and gave my name so that we could pick up on the conversation.
Now I work as a Purchasing Manager for a very customer facing organisation where relationships are key not just with customers but our suppliers. If during the working day my experience with shop#1 was repeated within the workplace then there would be trouble!
A smile, polite hello and a little enthusiasm cost nothing!
Quote from: lionwing on November 30, 2012, 01:44:43 PM
A smile, polite hello and a little enthusiasm cost nothing!
I agree with you 100%
John.
Quote from: lionwing on November 30, 2012, 01:44:43 PM
A smile, polite hello and a little enthusiasm cost nothing!
actually, they cost you £100-£150 ;)
:laughabovepost: :laughabovepost:
Ah - but not yet :no:
It's an old truism - it takes years to build a reputation and 5 minutes to lose it.
Quote from: Zwilnik on November 30, 2012, 03:31:09 PM
Quote from: lionwing on November 30, 2012, 01:44:43 PM
A smile, polite hello and a little enthusiasm cost nothing!
actually, they cost you £100-£150 ;)
...and a whole lot of money in further loss custom...
See I worked in a model shop for 3 years and was always polite, enthusiastic and helpful yet no where will take me on now I have been made redundant.
Yet they take on people like that, really grinds my gears :veryangry:
But it was probably the owner !
I just find it sad that in general customer service is becoming a thing of the past. I find this happening everywhere.
Fortunately there are still a few who buck this trend and it does seem that this hobby does still have some very good shops and on-line businesses that do still consider politeness as the norm.
For sure the impolite ones would not get my buisiness no matter how cheap they were. :no:
On Wednesday, I travelled by train from Redruth to Andover.
Bit of a marathon with landslips at Teignmouth and at various points between Exeter and Yeovil Junction.
There were many people on my first (FGW) train that terminated at Exeter St Davids. The guard/train manager was most unhelpful to the myriad of enquiries he had from passengers who would need to catch a bus at Exeter to reach Tiverton. As for those of us travelling on from Exeter by SW Trains his reaction was "SW Trains are nothing to do with us - I've no idea if they are even running !". People were undestandably angry.
No, I did get a train from Exeter to Andover. It was running very late but the train manager couldn't have been more helpful. He dealt politely and thoroughly with every enquiry (and there were many from people who were likely to miss connections or even planes).
So if SW trains can do it why not FGW !!
Customer service costs nothing.
Not at all railway related, but thought I would share it here, as it is definitely on the same subject -
After a few years of going on camping holidays and getting fed up with getting wet, SWMBO and I decided we wanted to buy a caravan. We couldn't afford too much, but found a 'cheaper' dealer advertising on the Internet. Their website wasn't too good, and didn't even give their Saturday opening hours, so I phoned them - "Hello?" was the first reply I got - "Hello" says I "Is that XXXXX caravans?" "Yes - whaddaya want?" I asked when they were open on Saturday and they told me, then "What are you after?" I said we were looking for a 2 berth caravan. "Only got one in at the moment." came the reply. I said that the website showed quite a few in stock - "We've been busy." they said. I thanked them and said that we would see when we could get there... :scowl:
SO, come the Saturday, we did not go to the 'cheaper' caravan dealer, but went to a more reputable one instead. They were immediately better - the dealers were polite, friendly and knowledgeable as well as being very helpful. Although they didn't have as many cheaper caravans, they explained why theirs weren't always cheap, and even why the cheaper ones were cheap. And the salesman was also a very good salesman - by the end of our time there we came away £6,000 lighter :goggleeyes: much more than we had intended to spend, but were very happy with everything that had happened!
And, more important, 5 months on, we are two people who are still very happy with their caravan!
SO yes, with some good customer service, fair and friendly treatment, and a good salesman, you can end up spending more than you would imagine - but still come away happy!
(Oh yes - and apologies to anyone who hates being stuck behind a caravan on a slow narrow road - I used to be like you too, until 5 months ago! :bounce: :bounce: )
Having worked in customer services I can say one thing and that is that its down to the staff and the company.
I've been at companies where most of the staff in customer services are very helpful but you always get a few who are miserable unhelpful so and so's. Thankfully I've never worked anywhere that's been the opposite! :)
Likewise with companies. Some are o.k, treat their staff well and don't pressurise them too much. Some however put too much pressure on their customer service staff by telling them to spend no longer than a certain length of time with each customer, upsell at every opportunity and reach impossible high targets every day. Admittedly a lot of the latter are large companies and they do have a tendency to use mainly temporary staff.
Now when you temp, and I've a lot of experience here, you don't give 100% to the temp job as you are constantly on the lookout for permanent work. So the customer service suffers. But do those companies ever learn? :no: They just keep on employing temps.
I've always answered the phone when I've worked in that industry with 'Good morning' (or afternoon/evening) followed by the company name and then 'Marc speaking, how can I help you?' (Yes Marc is my real name!) I think its reassuring to the customer/caller to be greeted by a friendly voice answering like that. Even when I've had customers on giving me a barrage of abuse for whatever reason (e.g damaged order) and have been swearing so much that even a docker would blush (and believe me, that's a lot of swearing) I've still answered the next call in the same polite, happy way. Service with a smile I call it. So a company with good, happy customer service will get repeat business off me even if its all rrp prices whereas the opposite won't no matter how cheap they are!
Perhaps larger companies who actually recognize the value of customer service find it harder to implement a policy of "good customer service" which includes a friendly hello and general initial pleasant exchange at the top of a conversation because of temporary staffing issues.
While a small independent, such as those that serve this hobby, where you may well be talking to the owner or at least will be present in the shop should have no such issue as you would expect them to be very hands on and recognise the potential of engaging customers and their enquiries.
I know for sure which shop I will be visiting and the fact it is two miles up the road is a even bigger plus!
Quote from: Steve.T on November 30, 2012, 08:10:54 PM
I just find it sad that in general customer service is becoming a thing of the past. I find this happening everywhere.
Fortunately there are still a few who buck this trend and it does seem that this hobby does still have some very good shops and on-line businesses that do still consider politeness as the norm.
For sure the impolite ones would not get my buisiness no matter how cheap they were. :no:
I emailed Dapol with an enquiry on 22/11 regarding small unidentifiable parts that came with my new, excellent Class B1.
I've not heard from them at all. I did think perhaps after Warley I may have had a response.
A bit disappointing.
Dave G
Quote from: daveg on November 30, 2012, 09:57:22 PM
I emailed Dapol with an enquiry on 22/11 regarding small unidentifiable parts that came with my new, excellent Class B1.
I've not heard from them at all. I did think perhaps after Warley I may have had a response.
A bit disappointing.
Dave G
And so frustrating >:(
Quote from: daveg on November 30, 2012, 09:57:22 PM
I emailed Dapol with an enquiry on 22/11 [...] I've not heard from them at all. I did think perhaps after Warley I may have had a response.
That's my experience ... I'm still 'waiting' after 3 months (I gave up on them)
Quote from: daveg on November 30, 2012, 09:57:22 PM
Quote from: Steve.T on November 30, 2012, 08:10:54 PM
I just find it sad that in general customer service is becoming a thing of the past. I find this happening everywhere.
Fortunately there are still a few who buck this trend and it does seem that this hobby does still have some very good shops and on-line businesses that do still consider politeness as the norm.
For sure the impolite ones would not get my buisiness no matter how cheap they were. :no:
I emailed Dapol with an enquiry on 22/11 regarding small unidentifiable parts that came with my new, excellent Class B1.
I've not heard from them at all. I did think perhaps after Warley I may have had a response.
A bit disappointing.
Dave G
I contacted Dapol a few months ago with a similar request and got a reply straight away. I think it might be worth trying another email.
Last Friday I went into 2 model shops, both in Salisbury. In the first one the young(ish) lad couldn't have been more helpful. He greeted both myself and the wife with a cheery "Hello" and asked if he could help with anything. I declined but after 10 minutes or so I asked him if he would take 3 locos out of a locked cabinet so I could look at them close up and also compare a 1:160 tamper machine against a class 40 to see if the size difference was too noticeable. It was. He had no problem with doing this and didn't seem annoyed when I didn't buy any of them. We left with a "Thank you, good bye" from him and no doubt I'll be back.
The second shop we went into didn't have much N gauge but did have a couple of Revell 1:144 airliners. Well, a concorde and something else. I asked the owner (I believe him to be the owner anyway) if Revell or anyone else made any other 1:144 airliner kits. "I dunno. You'll have to look on the internet and find out" was his response. "Come back and tell me what make it is if you find any and I'll see if I can get it." Guess what? If I find one on the internet I'll be buying it from the internet (or another shop) not from that miserable git.
We're usually told that it's the younger ones without manners and the older ones who have them. On Friday it was definitely round the other way and only 1 of them will ever see me walk back through the front door.
I can understand why people get upset about poor customer service but this is the worst I have heard of lately.
A friend of mine repairs all gauges of model locomotives and was asked to fix an American HO gauge Broadway steam loco, the owner paid $700 or 455 GPPounds for this loco with DCC and Sound.
The loco stopped moving it was still under warranty so the owner took it back to the shop where he bought it, the store owner did not want any part of it but after a heated argument decided to give it to his so called repair man to be fixed, weeks later he was told to pick it up, he opened the box and in the bottom of the box were several broken and some unbroken plastic gears, the store owner told him sorry mate it cant be fixed.
Enter my mate who does everything humanly possible to keep broken locos running, he sent 4 or 5 emails to the USA to ask for parts all with no reply, he decided to phone Broadway in the USA from here in Australia and was left hanging on the phone for 20+ minutes with no answer from anyone.
Retailers and manufacturers alike service like that is unacceptable and IMO they deserve to go broke.
Just goes to show even the Americans have to put up with crap every now and then.
Quote from: MikeDunn on November 30, 2012, 10:29:13 PM
Quote from: daveg on November 30, 2012, 09:57:22 PM
I emailed Dapol with an enquiry on 22/11 [...] I've not heard from them at all. I did think perhaps after Warley I may have had a response.
That's my experience ... I'm still 'waiting' after 3 months (I gave up on them)
Maybe I'll have a go at the good old fashioned method of making a phone call. I'll re port back on the result.
Dave G
Quote from: daveg on December 01, 2012, 09:32:44 AM
Quote from: MikeDunn on November 30, 2012, 10:29:13 PM
Quote from: daveg on November 30, 2012, 09:57:22 PM
I emailed Dapol with an enquiry on 22/11 [...] I've not heard from them at all. I did think perhaps after Warley I may have had a response.
That's my experience ... I'm still 'waiting' after 3 months (I gave up on them)
Maybe I'll have a go at the good old fashioned method of making a phone call. I'll re port back on the result.
Dave G
If you use Faecesbook, Dapol can be contacted through that medium
Quote from: newportnobby on December 01, 2012, 01:46:59 PM
Quote from: daveg on December 01, 2012, 09:32:44 AM
Quote from: MikeDunn on November 30, 2012, 10:29:13 PM
Quote from: daveg on November 30, 2012, 09:57:22 PM
I emailed Dapol with an enquiry on 22/11 [...] I've not heard from them at all. I did think perhaps after Warley I may have had a response.
That's my experience ... I'm still 'waiting' after 3 months (I gave up on them)
Maybe I'll have a go at the good old fashioned method of making a phone call. I'll re port back on the result.
Dave G
If you use Faecesbook, Dapol can be contacted through that medium
Is there anybody there?
I'd rather contact the living, if that's possible! :)
:laughabovepost: :laughabovepost: :smiley-laughing: :smiley-laughing:
I placed an order late on Thursday with Train Trax after reading about the new smaller curves that Kato have released. I thought I may have been lucky to get them for Saturday but more than likely Monday.
I received an email from Train Trax this morning with an apology and informing me of an unforseen puncture happening on the way to the Post Office so my package was not posted till after the last collection.
Train Trax had no need to do that but they did and it is these small details that give a company a good reputation.
In the past when you were given good service you would spread it by word of mouth to your friends.
We still do this, but word of mouth is now global thanks to the internet and forums similar to ours.
So well done Train Trax - John.
I'm still a firm believer that we should name and shame them.
Ebay has a system of feedback that we should adopt here for model shops.
Quote from: davidjhope on December 01, 2012, 04:35:07 PM
I'm still a firm believer that we should name and shame them.
Ebay has a system of feedback that we should adopt here for model shops.
The trouble would be if the forum was taken to court, would all the member share the court costs?
Glad to hear that my Dapol email may have got lost in the ether rather than it being ignored. I'll try the phone on Monday though.
If forum members stick to reporting actual facts when complaining about poor products or services, as customers do on various TV shows (e.g.Watchdog) and publications, why should there be a problem?
Praise for first rate service such as that received by John from Train Trax, should also be shared. Just this week I've had excellent help from Rail of Sheffield with a faulty loco.
Dave G
Quote from: scotsoft on December 01, 2012, 04:45:36 PM
Quote from: davidjhope on December 01, 2012, 04:35:07 PM
I'm still a firm believer that we should name and shame them.
Ebay has a system of feedback that we should adopt here for model shops.
The trouble would be if the forum was taken to court, would all the member share the court costs?
How do the online stores Ebay, Amazon, Argos etc offer review/feedback?
Quote from: davidjhope on December 01, 2012, 05:11:10 PM
How do the online stores Ebay, Amazon, Argos etc offer review/feedback?
Eitther by getting sued on a regular basis and deciding its worth the hit to fight them in court or pay up, or in most cases by keeping all that part of their business in the USA where a) they are fairly protected from being sued as well (unless they knew about the problem) and b) where parts of the US have conflicing laws allowing them to sue anyone who wins a libel suit against them in the UK for bringing the case 8) [and which under our broken extradition law also would get you stuck on the next plane to New York)
So in our case model shops that offer very poor service can hide behind the law.
I have been so blind in that I thought the law was designed to protect us. It now seems to only work in the favour of dishonest.
I was driving my car a few weeks ago and accidently brushed (And I mean brushed) up against a bumper of a taxi which was stationary. I was pulling in front of him to park. I have now recieved letters from his solicitors with court action because he is claiming whiplash. Even my insurance company found it funny because he could hardly see the marks on his bumper from photographs. He then told me that they will settle out of court because it's cheaper. At least I have a good insurance company.
What a world we live in.
Quote from: davidjhope on December 01, 2012, 05:41:27 PM
So in our case model shops that offer very poor service can hide behind the law.
I have been so blind in that I thought the law was designed to protect us. It now seems to only work in the favour of dishonest.
I was driving my car a few weeks ago and accidently brushed (And I mean brushed) up against a bumper of a taxi which was stationary. I was pulling in front of him to park. I have now recieved letters from his solicitors with court action because he is claiming whiplash. Even my insurance company found it funny because he could hardly see the marks on his bumper from photographs. He then told me that they will settle out of court because it's cheaper. At least I have a good insurance company.
What a world we live in.
Car insurance judging by the premiums they disfavour the honest!
For one moment, setting aside the legal argument, it would only be fair to name and shame shops if they were given the right to reply.
I would be disinclined to name shops publicly in this forum but would be quite happy to over a pint - who's buying?
:beers:
Quote from: lionwing on December 01, 2012, 07:10:28 PM
I would be disinclined to name shops publicly in this forum but would be quite happy to over a pint - who's buying?
:beers:
NW region N-gauge forum pub meet?? I'm in!!