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Customer Care: How to make your customer feel like a criminal.

31 August, 2010 by James Lawther 3 Comments

I was cycling through deepest Norfolk with my daughter.  It was raining, hard.  My daughter had started bitching.  A tea shop loomed into sight, it was dry and warm and served tea, my prayers had been answered.

25 minutes later, happy and content I went to pay the bill, only to be told that they didn’t take cards.  I am like the queen, I don’t carry cash and I stopped bringing my cheque book with me in 1992.

The “hostess” sneered at me that the Post Office might still be open, so I left my daughter (made me feel good about myself) and found the closed post office.  I went back and offered an IOU, not a winning option.  Next I was pointed at the corner store which gives cash back if you spend more than £6.  2 packets of overpriced coffee later I paid my bill (cash) and left under the disapproving eye of the owner.

No doubt she saved herself 50p by applying this payment rule but am I ever likely to go back?  And more to the point how many of my friends will I tell?

If you want to be treated like a criminal I can thoroughly recommend Swallows Restaurant and Guest House Walsingham Norfolk.

I know that was petty, but if you provide a penny-pinching service that does not accept plastic, at least put a sign on the door.

Photo by Blake Wisz on Unsplash

Filed Under: Blog, Operations Analysis Tagged With: cost of poor quality, cost saving, silo management

About the Author

James Lawther
James Lawther

James Lawther is a middle-aged, middle manager.

To reach this highly elevated position he has worked in numerous industries, from supermarket retailing to tax collecting.  He has had several operational roles, including running the night shift in a frozen pea packing factory and carrying out operational research for a credit card company.

As you can see from his C.V. he has either a wealth of experience or is incapable of holding down a job.  If the latter is true this post isn’t worth a minute of your attention.

Unfortunately, the only way to find out is to read it and decide for yourself.

www.squawkpoint.com/

Comments

  1. Mike Bort says

    18 August, 2011 at 6:43 pm

    I think I have been there!!!

    Reply
  2. Erik says

    20 August, 2013 at 12:19 pm

    Great article and (unfortunately) so true… This only the second article I have read on this website and I am already hooked!

    Reply
    • James Lawther says

      20 August, 2013 at 5:43 pm

      Thank you Erik, I’d love to say the same about your site, unfortunately my Dutch is not so good.

      James

      Reply

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