I visit my local Tesco store in Crawley once a week and as they have a photo processing department I decided I would try it and have a disposable camera developed there. The pictures weren't important so it wouldn't matter to me too much if they messed it up or if the quality was poor and if it was good then it would be more convenient to use, and cheaper, than the place I used to use (which has now closed down). All around the photo processing desk they advertise the one hour processing and say that they'll develop the film while I do my shopping. This was ideal for me as I only go there once a week and didn't really want to have to wait that long. I later found out that they don't charge any extra for this service either. So it was all looking good. However, I have been trying to get my camera developed for the past month using their heavily advertised one hour service and not once have I been able to do so. Every time I try I am told that they can't do the one hour processing at that time and have offered me a later service, which was usually the next day (a Sunday). As I said already I only visit the place once a week and therefore this was of no use to me. Each time I have asked why they can't offer a service they are advertising and each time I have been given a different excuse, once it was even that the man doing the processing was going on his break in a minute and wouldn't be back for an hour! Hardly great customer service when the staff's breaks are more important than the needs of the customers!
Last time I asked to speak to the manager to try and found out why they were advertising a service they were consistently unable to provide. The man (it's the same person every week) looked a bit annoyed that I wanted to complain to his manager but did call him to the desk. When he arrived I asked him why they weren't providing a service they were advertising. I wouldn't mind if they were really busy but each time the man was just standing around not doing much. The manager had a word with him and basically told me the same thing I had just been told for that weeks excuse. I told him that I had been in three different times now and each time I had been refused the one hour service. He apologised and told me that I could have the film developed on the 24 hour service. No good I told him and I was told that there was nothing more he could do. Another example of poor customer service!
I'm going to try again on Saturday and if I still can't get the one hour service then I'm going to write a letter of complaint to the head office. The only good thing was that the man at the photo desk has always been polite and apologetic, but that doesn't change the fact that it's bad service!
Another day, another complaint!
ReplyDeleteThis is one I feel I can fully respond to though as I used to work in a photo lab in the same region as Crawley.
Firstly, let me say that Crawley is the flagship photo lab in their region. They are consistently the top performers in terms of profits and have a standard service score of close to 100% every month (the standard service is 24 hours or less).
So you've been trying to get the same film developed for over a month? Can I ask a question? Why not just leave it there the first time? You've already said the pictures weren't important to you, so why not let them develop it for you for the next time you are in store? You were quite happy to wait the week to try for the one hour service again, when you could have waited a week and then had your pictures. I'm sorry, but it sounds like you're just being difficult for the sake of it, perhaps hoping to get something for nothing.
You say that once the "excuse" (more like an explanation) was that the assistant was going for his break and wouldn't be back for an hour. That means he's working a nine hour shift. It also means that he was likely to have been working alone for much of his shift otherwise he would most likely have gone for his breaks when there was someone around to cover them. I've done a nine hour shift alone before and it's hard work, would you like to work for nine hours without a break? He has to have his breaks sometime and as a result some people are going to be inconvenienced by that. On that occassion you were one of them. Shit happens.
There are a number of things to do to allow the photo lab to be closed for an hour, including making sure the nearby departments have enough staff to serve the customers. They can't just put it back because you want something done.
Yes, Tesco should employ enough staff so that this doesn't happen or at least train some exisiting staff to be able to cover the breaks fully. However, in my experience the photo lab is a difficult area to get people to volunteer for.
You also state that the assistant was "just standing around not doing much" each time. How do you know he wasn't doing much? Just because he's standing in one place doesn't mean he's not busy.
Wow, that was long, but that particular post annoyed me. It reeks of the self-absorbed "I'm more important than everyone else so do what I want now" attitude I hate so much.
If one of Tesco's flagship photo booths cannot, on three separate occasions, provide a one hour photo service then there is a serious problem right there.
ReplyDeleteTesco won't provide good customer service because it costs.
Al, I totally agree with your comments.....I used to be a Manager for Customer Services/Photolab and I know how difficult the photo lab can be.
ReplyDeleteFor example, only so many films can be processed at once, so if it's busy, you can't always offer the one hour service. Also, if there was any problems with the equipment, that can cause delays too.
I always had problems getting enough cover, not just anyone can be trained on the photolab and its a skilled area. So if you find yourself with just one person available to run it sometimes, then yes, that person will need a break and the lab will be unmanned for that time. I think that a member of staff's break is just as important as a customer's needs. As a manager I have to balance both the needs of staff and customers. I really can't believe the comment
...."Hardly great customer service when the staff's breaks are more important than the needs of the customers!....."
How disgraceful, whatever the reason for there being no 1 hour photo, this PERSON needs to take a break.
This is the totally arrogant and self absorbed view I expect from the professional complainer types that make up the VERY SMALL percentage of Tesco customers.
If the other supermarkets gave better service, then everyone would be shopping there, wouldn't they?
Al has a point. It is a little contradictory to say that the pictures do not matter, but to refuse to wait a week for them.
ReplyDeleteOn the other hand, it does provide an excellent example of the attitude that Tesco staff have to customer service.
I teach Business Studies to 14 and 15 year olds. My students have recently produced some excellent coursework on customer service and it staggers me that while teenagers are able to grasp the concept that if a business advertises a service, raising the expectations of its customers, they will annoy and potentially loose their customers when they do not provide that service consistently. Why can't the employees and managers of our number one retailer grasp such a simple concept?
No matter how eccentric or pedantic it is in Al's opinion to return to the counter on three consecutive Saturdays, rejecting the offer of a 24hr service, the store still advertises a 1 hour service. This gives customers an expectation that is evidently higher than the store is able to fulfil.
If the store cannot provide an advertised service on so many consecutive occasions, then surely it is obvious that there is a systemic failure in that store?
Perhaps if they cannot offer a specific service the managers of the store in question should consider taking some action to lower the expectations of their customers?
How hard would it be to remove POS from the store when the service is unavailable? Or what about posting signs advising customers that the service is only available at certain times?
Or if they were feeling especially daring, maybe they could even look at the root cause of the problem. Perhaps there are training and scheduling issues on the desk? Perhaps if it is a problem with the equipment they could pay for some maintenance? Maybe the stock control managers could check that the relevant consumables are being ordered?
When I started my management training at Tesco a few years ago at a ‘development day’ myself and my fellow trainees were advised that as senior members of staff we should make sure our behaviour was irreproachable. As the nations number one retailer (in terms of profits and market share) shouldn’t Tesco make sure that the service they provide their customers is irreproachable?
A company that makes a profit of £2.2 Billion shouldn’t be failing to fulfil the expectations of its customers, especially as it creates these expectations itself.
Maybe Lord Leahy should consider diverting some the millions they spend on marketing (£20 million on personal finance alone: http://www.tesco-careers.com/home/you/tesco-personal-finance/who-we-look-for) away from creating expectations they cannot fulfil at the moment and towards financial incentives for working on the photo counter if getting people to volunteer for it is that hard? Maybe then customers will be able to get what they want (i.e. the convenience that the supermarket retail model should provide to customers) and those nine hour days on the photo booth won’t be so arduous.
Business Teacher,
ReplyDeleteThank you for the post above which is very well thought out and written.
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Tesco-Complaint
I don’t think that the post was very well thought out at all. The actual complaints about service are minimal, just because you and a few others who moan about their latest shopping trip may feel they received bad service today does not prove at all that this is the norm. We have more satisfied customers than not. These persistent claims that Tesco chooses not to spend money on customer service is not true at all. When you run a business, you will not be able to make everyone happy, that is true! There will always be someone with some form of complaint. I work at a Tesco store and you would not believe what some cusotmers come up with to complain about. However, I am always happy to politely take their comment, however unreasonable.
ReplyDeleteEveryone keeps quoting how many billion Tesco made, and give their opinion on what they should spend it on instead. Wake up, it is a business... they are designed to make money. I could totally sympathise with your plight if you were given no choice to do your shopping, but you do. None of your claims of bad customer service can be substantiated as widespread as you try to make out, other than a few pathetic anecdotes.
Tesco-Manager said: "The actual complaints about service are minimal, just because you and a few others who moan ..."
ReplyDeleteThere have been 41 complaints in the 3 months that this nascent little blog has been operating and the frequency and rate of posts is increasing exponentially.
The people who post here are generally that fed up of Tesco's cheap apologies and lack of care that they need a place to publicly vent their frustration. They are customers not "moaners" as you sweepingly suggest and perhaps the sooner managers like you realise that the better.
Tesco's customer service is bad and the fact that we are getting a high number of complaints relative to the increasing but essentially tiny size of the site is testimony to that.
If you really want to settle this issue I would be happy to pay a recognised polling company to conduct a poll on the issue - £250 each is all it would costs us and the results can be published here and passed to the media. We may do this later this year in any event once we have the site set up properly.
Well Tesco actaully has independent research performed on it's stores already, so we know the answer.
ReplyDeleteThe issue is already settled in the facts, and those facts are that more customers choose to shop at Tesco than anywhere else.
I feel quite sorry for you, how your life is dominated by this hatred for Tesco.
Also, what exactly are "cheap apologies"? or is it just another unfounded remark in an attempt to come across as negative as possible.
Please provide a link to this research?
ReplyDeleteYou can't can you?
There are two people running this site and we both have happy fulfilled lives.
It is interesting that every occasion that we logically defeat your points you bite back with a personal insult. Those who resort to online personal insults usually do so in frustration because they lack the ability to listen to others and the intellect to argue persuasively.
Goodnight.
Not once have you "logically defeated" any of my points. The main point remains though, that Tesco is NUMBER 1. Okay, so there are a few customers who don't like what Tesco provides, that's what Sainsbury's and Asda is for. While you have a choice, why keep complaining about Tesco. Do you actually still shop at your local Tesco??
ReplyDeleteThe research that I refer to is an independent report provided to stores, like "mystery shopper". It's not published, it's for our information. Sometimes it's good, sometimes it is not so good, we will not always get things right, we are after all human, which believe it or not make mistakes.
There are many shops that I personally don't like, or don't feel the service is good, so I just don't shop there. Why you want to go to these lengths is beyond comprehension!!
So you and a few others, maybe many others, have not experienced good service at Tesco. I do not think that is enough for you to claim that Tesco gives bad service to ALL it's customers everywhere.
Oh, and if you actuallly read your own site properly, I think it's myself who is subject to personal insult and pathetic antics from not only yourselves but your fellow complainers.
I know someone who works at Crawley so I asked them what the situation with the photo lab was on a Saturday. There is one person who does the early shift and one person who does the late shift, with a one hour overlap between the two. This is frankly rediculous for the busiest store in the region on one of the busiest days of the week. Even my comparitively quiet department (we were always near the bottom of the table) had two members of staff until 5pm.
ReplyDeleteI also found out that the person who this customer dealt with works every Saturday doing the same shift and so has to run the place from 12:30 to 20:30 alone. There is no chance for him to get a break before his colleague goes home because they also have to get their 30 minute break in that hour overlap. Apparently the guy also doesn't take a break until at least 5pm every week when it quietens down so that he inconveniences as few customers as possible. Imagine working from 11:30 to 5pm pretty much alone with no break (especially in the summer peak time) then tell me he should have put the customer's film first. He apparently tries his best to inconvenience as few people as possible but there are going to be occasions where someone leaves dissapointed.
If this customer goes in at roughly the same time every week then it may just be unfortunate that they keep arriving in the hour before this break and are inconvienced each time. Should Tesco let this happen? No, of course not, they should either employ another member of staff for the photo lab or change the schedules so that there is more than one. However, doing the latter requires the consent of the staff involved and if they don't want to work a Saturday afternoon they can't be forced to.
Now to address some of the points made by the business studies teacher above.
"The store still advertises a 1 hour service."
Yes, and 95% of the time I expect it will be able to fulfil this, especially at this time of the year when things are much quieter. In the summer then perhaps the wait may be longer, but the customers will always be offered the quickest service possible. However, the one hour service is subject to availability and the one hour film service in particular is unfortunately one of the easiest things to sacrifice to enusre that the majority of customers get their pictures on time.
"How hard would it be to remove POS from the store when the service is unavailable? Or what about posting signs advising customers that the service is only available at certain times?"
If it's anything like my old store then it would be very difficult to remove the POS materials since they hang from the cieling and are attached to the wall at the back of the department. A sign stating specific times may be useful but since the membr of staff is entitled to take his breaks at reasonable times (and I don't think having to work 5.5 hours straight is reasonable) it may not be possible to give exact times. If he get's particularly fed up one day and decides to go early for his break then the customers would be even more annoyed. Also, if he's on holiday one week the covering member of staff then has to abide by those times and may not be prepared to work that long before they can even consider having a break. I know I wouldn't.
"Perhaps there are training and scheduling issues on the desk? Perhaps if it is a problem with the equipment they could pay for some maintenance? Maybe the stock control managers could check that the relevant consumables are being ordered?"
Training issues? The only issues there are the lack of people willing to be trained. It carries a lot of responsibility and to the unitiated can appear very technical and daunting. Of course problems with the equipment happen, there are numerous things to go wrong but each machine is maintained by staff each week and serviced every 6 months by an engineer (the manufacturers say every year should be enough). If something does break then an engineer is usually in store within 24 hours (or sooner if the lab is completely out of action and an engineer is in the area). I doubt consumables are an issue since they are ordered by the photo lab staff who know what they need and how much they are likely to use in the coming week. We always ordered that plus a bit more just in case, and I expect Crawley does too. It's just common sense.
"...towards financial incentives for working on the photo counter if getting people to volunteer for it is that hard?"
Photo lab staff are, I believe, one of the highest paid, if not the highest paid, members of staff on the shop floor at their grade. They don't earn much less than team leaders on other departments. I suspect the main reasons for a lack of enthusiasm is as I mentioned above. There is a lot of responsibility involved and it can be very daunting to the outsider looking in. I know it was to me when I first started. There are just so many things to remember to get the customers printed and that's before you even move onto chemical replenishment, paper replenishment and what to do when things go wrong.
I don't see how my original post is an example of Tesco staff and their attitude to customer service. Perhaps you could elaborate on that for me?
If you mean by questioning why the customer would keep trying for the one hour service each week rather than just leaving the film for a week then I think that would be a question anyone should ask. It's common sense, if you're going to wait a week anyway, why not have some guaranteed pictures at the end of it? I don't think expecting customers to use common sense is indicative of a poor attitude to customer service.
Tesco Manager said: "The actual complaints about service are minimal, just because you and a few others who moan ..."
ReplyDeleteTesco Manager then changed this to: "So you and a few others, maybe many others, have not experienced good service at Tesco."
The good news is that it looks like Tesco Manager is beginning to realise that it is not just the editors and three people complaining but actually closer to fifty people in a short space of time on a small website. And while I'm typing this yet another complaint has been emailed in!
Now your next argument is that this mystery shopper research that we cant read or see is meant to be decisive of whether Tesco provides good customer service? Do you really think that is a compelling argument? Have you seen all the research nationwide? Hidden unpublished research will not decide anything to anyone but those who can read it!
Tesco's customer service is often very bad (read this three times TM). It is not unusual to get bad customer service and that is because as we have seen from other insider posts, Tesco staff feel they do not get enough training. The reason for Tesco behaving this way is that training and the provision of good service costs.
Al - just to quickly respond to your points about the Crawley photo dept - this highlights the problem perfectly - Tesco wont employ enough staff to run the photo dept causing the staff member to be overworked and the dept unable to provide full service. This situation breeds customer dissatisfaction as this post evidences. It also causes staff to become stressed and confrontational with customers which should never happen (it thankfully didn't in this case). Now Al you ask if the customer should expect this person to take a break or provide one hour service.
This customer came to the store THREE times for one hour service. We have heard some people criticising him for this instead of appreciating that Tesco have a LOYAL customer who they have failed repeatedly and are about to lose.
Now we are asked should this person have put the customer's film first. The answer is a non-answer because what happens behind the scenes should be no concern of the customer.
The fact is this: THREE times this customer didn't get one hour service when he should have got it and the reason ultimately, after all the considerations, is because Tesco are protecting profit by not employing enough cover and thus saving money.
Richard
How ever many complaints are posted on this site is not going to be a true representation of what people think about Tesco.
ReplyDeleteAfter all, this is a COMPLAINT SITE, if it were a general discussion site about Tesco, and wasn't engineered at enticing people to air their complaints then we would get a more rounded view.
Every store every day will get a complaint about something. This is not Tesco specific, any large retialer will be in exactly the same boat.
The mystery shopper reports that I referred to are certainly not a definitive answer to the argument, however it is just one example of an effort by Tesco to get an idea of how the service is.
There will ALWAYS BE COMPLAINTS of some nature, and my overwhelming evidence that Tesco does deliver a good service is in the 20 million customers that CHOOSE to shop at Tesco each week!
Here's just one way Tesco is preventing choice - land banking:
ReplyDeletehttp://www.telegraph.co.uk/money/main.jhtml?xml=/money/2007/01/07/cntesc07.xml
http://www.thelawyer.com/cgi-bin/item.cgi?id=120830&d=122&h=24&f=46
Read more on here:
http://www.tescopoly.org/
If TM wants a more accurate view of how people perceive Tesco perhaps he should pop along to the chat forums on MoneySavingExpert.com and see the difference in opinion about Tesco Customer Service. I think he'll see the bad outweighs the good considerably.
ReplyDeleteEver since I discovered the apparent apathy towards online security Tesco has, I've stopped shopping there and informed many of my student friends. And I am glad to say almost all have stopped completely (with a few slowly cutting down.)
I'll shop at Waitrose from now on. It maybe more expensive but I sure as hell don't mind when I get better quality food, better customer service and a overall better shopping experience. Not to mention the fact any money I would have spent at Tesco now goes to a supermarket that deserves the money.
I hardly think views on a couple of internet forums are a true factual reflection of what the MAJORITY think about Tesco. Until 20 million people stop shopping at Tesco each week I will be disagreeing with you.
ReplyDeleteOn the other hand, I do like shopping at Waitrose, the food quality and service is very good!
HA HA! The Tesco Manager shops at
ReplyDeleteWaitrose cos he knows how shyte Tesco is, not good enough for his money! You might want to make that several forums by the way manager matey - especially dont forget very little helps!
I don't shop at Waitrose because I think Tesco is "shyte". Your posts are very poorly constructed and quite immature.
ReplyDeleteI'm quite happy you don't like Tesco, as I certainly wouldn't what the likes of you in the store. If someone as abusive and uncooth as yourself set foot in my store, I'd ban you, or sack you if you are are staff.
Also, every large corporation has it's critics. Tesco isn't the only one with websites dedicated to it's hatred.
Very Little Helps! Have you actually seen the reason that was set up!! I've never read anything so pathetic!!!
HA HA HA got you their sunshine! waitrose is better quality food and better quality service and you fuckin know it!!!
ReplyDeleteLets look at this way:
ReplyDelete1. You receive good service somewhere. You leave with a warm, happy, glowing feeling.
2. You receive what you perceive to be teribble service somewhere, or believe that you have been treated unfairly. You leave absolutely livid.
In which situation are you more likely to go and make your views known on the Internet or in the press? You don't see a great many reports of good customer service from anywhere (exceptional perhaps, but not just bog standard good service - and before you start about how Tesco should be offering exceptional service to all, wake up - it's not possible) because people are less likely to report them. They, quite rightly, feel they are entitled to the level of service they received and don't think it worthy of note.
Like Tesco Manager says, a huge number of people go back to Tesco every month/week/day. They are number one for a reason. Even if you take the number of complaints on this site, multiply it by 1000 (to take into account people who haven't found this site) add 50 (for the hell of it) and compare it to the number of people Tesco have served in this time you'll find that it makes up a very small percentage.
Going back to the original issue, all I'm saying with regards to the break issue is that the customer should accept that the member of staff needs a break. Yes, Tesco should cover it but how do they know (unless they read this now) that they weren't left short staffed at the last minute by sickness or emergency? They were only told (from what I can work out) once that it was because of the break issue.
We don't know what the other reasons were. It could have been due to the workload in which case you can have as many staff as you can fit in there ans that's not going to change. There's a limit to the number of films which can be processed in a given time. Or it could have been due to breakdown, which for all of the good intentions in the world Tesco can't prevent entirely.
Although the customer does say that he didn't appear busy each time the workload could be from their digital kiosk. If a customer has just placed an order for something like 800 prints (and it happens more often than you might think - often at the worst possible time!) then the hour service won't be possible because that 800 print order will still be printing in an hour. There's no point in lying to customers and have them come back in an hour to no pictures.
Personally I would always give a very conservative estimate if an hour service wasn't possible. We'd already inconvenienced them once and I didn't want to risk doing so again.
I don't disagree that Tesco should have more staff on a Saturday, I even opened my last comment by saying how rediculous the current situation was. I daresay the poor guy would appreciate the extra help. The sad thing is it doesn't need any extra staff, just a couple of extra people who can be trained to operate the photo lab who can then help out at busy times or cover breaks. Unfortunately, for reasons discussed previously, this is difficult to achieve.
Tesco have a loyal customer there who wants (or more likely) wanted to try their photo service. Unfortunately it looks like they've lost that customer. The money that customer gave them probably wouldn't even be noticed but Every Little Helps.
Just out of interest TM, when you were manager of the customer service/photo lab department, did you get training in the photo lab?
Oh, and to the customer: if you do decide to try again this afternoon to get your camera developed I wish you the best of luck. I hope you'll be happy with the results.
ReplyDeleteAl, some very good points in your post there. I refer to your comment about no matter how many staff you have, the number of customers served is limited to how many prints per hour the machine can produce.
ReplyDeleteYou can't have everyone in the store trained, but even with a reasonable amount, you could have one on holiday, then the other person can call sick, and the third could be on day off!
To answer your question, yes I was partly trained, I would mainly just help take the orders if it was busy though. This was a few years ago before the digital machines came in. I was moved to security before we got them.
You know more than my manager used to then!
ReplyDeleteTo further your point, even with a good number of multi-skilled staff trained for photo lab, if their department needs them more then they will stay there.
Yes Al, I like to know as much as possible about my own departments. Otherwise, how else would I be able to fully understand any issues my staff may have. Also, I can take queries from customers knowing that I speak from expereince.
ReplyDeleteI think the problem here is, all these "complaints" are only seen through the eyes of a customer, or at the very least from people who seem to have not run a business themselves, or not worked with the general public. With all the resources and technology at your fingertips, problems can still occur!
This is true, a lot of our customers haven't had the experience (and it's certainly that if nothing else) of working in a modern retail environment. It's certainly changed the way I act when in a shop. There are some things I wouldn't have thought twice about doing before but won't do now.
ReplyDeleteTotaly agree, although I'm sure Tesco-Complaint will make some remark like "....it's not the customer's concern to take into consideration the operations of the business....". It's usually the root cause of a complaint, as most people become frustrated when they don't understand or can't comprehend something.
ReplyDeleteExactly, very few customers fully understand the amount of work required to run even one of the smaller Express stores. If they did then perhaps they would be more understanding when things go wrong.
ReplyDeleteIf they knew how much crap staff at all levels have to take from some of the customers and sometimes from their bosses it may enlighten them as to why sometimes some staff are less than perfect. It's no excuse for being rude to customers or anything like that of course.
I have to wonder if either of the two people posting as Tesco-Complaint have had any experience of working in a modern retail environment.
Well their views are extremely one-sided and clearly get all their information from other people's grumblings about their local Tesco in the one horse town that they reside. That and the media (which is never biased is it!) Well, when I say media I mean some "local rag" with no other news worthy of reporting. Ohhh, they must love a good scandal!
ReplyDeleteNo idea why you TM keep trying to start an argument calling us sad and saying we live in a one horse town but i'm sure you have your reasons.
ReplyDeleteWe are far from one sided on the subject of Tesco and welcome views from anyone including those at Tesco like yourself. We also prevent and ensure that all inappropriate postings against Tesco are removed which we wouldn't do if we had this "deep hatred" of Tesco that you accuse us of.
Al, Steve has 30 years customer service experience - none of it at Tesco. I have a summer holiday's worth of customer service experience only but a lifetime of shopping experience!
For Al to say that ‘Shit Happens’ and for TM to suggest that the “This is the totally arrogant and self absorbed view I expect from the professional complainer types” is what I was referring to when I referred to the attitude that Tesco staff have to customer service.
ReplyDeleteThis attitude is incongruent with the Tesco Value that “No one tries harder for customers”. In my own experience as a section manager for Tesco, when running skilled areas, it can be difficult to encourage staff to be multi skilled. But that was why, as a manager I was paid quite a good wage, with some decent benefits. When I was faced with the challenge of overcoming peoples pre-conceptions of a skilled area (in my case the meat and fish counters, which the uninformed found daunting), I took steps to educate my staff about the realities of working on these areas. This increased the number of people willing to train on the areas, making my own job easier, increasing the job satisfaction of my staff and making the satisfaction of customer needs consistent every day, excepting the rare occasions when staff illness coincided with holidays.
Unforeseen events can sometimes occur and the photo-lab will inevitably have a limit to its hourly capacity which will constrain the number of customers that can be served in an hour.
But to simply say shit happens when a customer can’t get the same service on three consecutive weeks is ignoring the fact that based on the information that Al has very diligently obtained from Crawley, there is a clear scheduling issue on that department, on that day, in that store. This is something that the manager of that section should address, without making excuses about how hard it is. Training and developing staff is an important part of the managers job role. If getting volunteers to multi-skill is difficult then this can be overcome.
Saturday was the busiest day of the week for Tesco when I joined the company some years ago, it still was when I left last year after finishing my PGCE and according to my former colleagues, it still is. Add this to the fact that Crawley is a flagship photo counter, consistently topping the league table for profitability. It makes the idea of scheduling only two staff on the busiest day of the week slightly ridiculous, especially if there is only a one hour overlap. Perhaps this is the key to their consistent profitability?
If you are unable to receive the service you want on three consecutive weeks this represents a failure to achieve the second plank of the ‘Every Little Helps’ shopping trip; “I can get what I want”.
I don’t think anyone would pretend that this gap between the espoused policy of the organisation and the realities on the shop is representative of every customers experience.
But I can see a concerning situation in the characterisation of a reasonable complaint as the work of a ‘professional complainer’. There is no indication that this person wanted any compensation or reward for making this complaint. In fact, they appear to be on the verge of going somewhere else. Why? To get the service they have given Tesco ample opportunity to provide them.
One dissatisfied customer walking away from the company leaves 19,999,999 other customers behind to keep the money coming in and in itself will not do the business as a whole, or Crawley store any harm. But we should remember two things. Firstly, it took a number of years for Richard Greenbury to undermine the foundations at M&S, Tesco’s predecessors as the UK’s most profitable retailer.
Secondly the old Maxim that a happy customer will tell two people, an unhappy customer will tell ten. Except this unhappy customer has told potentially thousands of people.
GA’s are entitled to their breaks. I have done enough nine hour days to know that they are gruelling, especially at peak times when managers haven’t managed to cover shifts adequately. This creates unnecessary and avoidable stress for the employee and lowers the level of service that can be provided to customers. The manager of that department should make sure that enough staff are available to provide the services that are advertised. Not only to ensure that customers are happy and staff are overworked, there is also a clear business rationale. The one hour processing service is a premium service which charges a higher price for a service, whilst causing no increase in variable costs.
As Tesco Manager points out, Tesco is a business. The first objective of a private sector firm is typically to increase their profits. By understaffing this department, the Crawley store is missing an opportunity to increase their profits. As a shareholder in Tesco myself, should I be concerned that this is a failure in the fiduciary duty that they owe me?
Back at the start of this thread is a description of bad service. It is something that should not have happened to the same person on three separate occasions. The point still stands that as the most successful retailer in Britain, and third most successful in the world, behind Walmart and Carrefore, (Using profitability as a measure of success, something which Tesco is never slow to announce), why shouldn’t we expect them to provide the highest standard of service?
My original point still stands that the thread started with a description of consistent poor service which was caused by a systemic failure within the store to train and schedule enough skilled staff for the busiest day of the week.
Having run a part of Tesco’s business myself, along with other companies for myself and others, having studied management science up to post graduate level, I feel qualified to say that this is beneath the reasonable expectations of the customer who started this thread, or indeed, any other customer.
If people find the challenge of providing a service insurmountably difficult then perhaps they are in the wrong line of work. If you can’t stand the heat………..
Hi buisness teacher, just a couple of clarifications and/or corrections:
ReplyDelete1. My comment of "shit happens", inappropriate as it may be, was made before I found out the situation at Crawley. At that point I had no idea of the rediculous staffing levels they maintain.
2. The tables I was referring to do not take into account money spent on staffing, but instead compare the actual money a photo lab takes in with the amount they were predicted to take in. I think maybe profitable was the wrong term to use, you would probably have a better one, being a business teacher and all.
3. Tesco, in this region at least, do not charge a higher rate for one hour processing on film. They do on digital services, but not film. Therefore, as the customer states, they would not have been charged any more for having it developed in one hour had they been able to. I think we can all agree that if the one hour service did command a higher price then Tesco would make damn sure that they had the staff to offer that service. They would probably also make sure that the staff pushed the one hour service as much as possible. Perhaps the fact that they still make the same amount of money per film regardless of whether it is processed in one hour or one week is one of the reasons they don't adequately staff that particular department.
I don't think that I have, once in possession of all the facts, ever argued that Tesco shouldn't have more staff on that department. Feel free to correct me if you believe I am wrong on that.
It could be argued that by understaffing their department Tesco are actually making more profit, particularly at this traditionally quiet time of year. The vast majority of customers who originally ask for the hour service when it is not available for any reason will take the 24 hour or later the same day option instead. By paying only one member of staff and still taking more or less the same number of films surely they are making more money.
Tesco-complaint, thanks for the answer. Thirty years is a long time. I was just wondering whether your arguments were based purely on the customer side of things but it appears that they are coming from both sides of the counter as it were. All the better for it too.
Some fair points Al.
ReplyDeleteI'm glad we agree on your first point. The staffing levels are absurd and in urgent need of correcting.
I was not aware of which tables you were referring to, so it does indeed sound like profitable was the wrong word to use. Perhaps revenue is more appropriate, but I can't be certain without looking at the data.
As for the third point, I can't remember what the price structure is in this area. I usually get my photo's developed at either Max Spielman, Jessops or Boots, (very much following the special offers), all of which charge a premium for a one hour service. While it is surprising that Tesco don't charge a premium in your area.
It could be argued that understaffing the department then the same number of customers will be served, but simply at a lower wage cost, therefore resulting in a higher profit.
This might apply, but in my experience, this is unlikely to happen. The nature of service businesses are that the opportunity to provide a service to a customer is highly ‘perishable’.
If you cannot provide what the customer wants, when they want it, the opportunity will be lost.
If there is only one person on the department, particularly at peak times, (even at this time of the year Saturday is still disproportionately busier than the start of the week), then this creates the likelihood of queues at the desk. Some people will happily wait for the service they want, others will simply walk away and go somewhere else.
In order to provide a service effectively meeting customers needs, it needs to be accepted that there will be unpredictable peaks and troughs in demand. By providing a higher level of staffing this should ultimately result in more customers being served in a shorter time frame.
This should also make the job less stressful for staff, resulting in better service for customers and lower rates of absenteeism and staff turnover for Tesco.
Given the costs of recruiting and training staff and the impact of absenteeism, surely this is a desirable outcome for all concerned?
Another point about this seasonally quiet time is that it is ideal for training. As an area that is daunting to new staff, wouldn’t this be an ideal opportunity to build confidence in handling people photographs before the first deluge of holiday snaps pour in?
Tesco Complaint - I have no intention to argue, but everyone on this site is on the "attack" so to speak, and it seems no one is prepared to take a more balanced view, with the exception of Al I believe. As the term "customer service" is a bit wooley, I was interested in what type of industry the 30 years experience was gained?
ReplyDeleteBusiness Manager, if you don't know what type of person I mean when I refer to
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then you couldn't have work for Tesco!
When I have worked in customer service roles, I've always delivered great service. Although now I don't deal with customers directly anymore, my job is still customer focused as far as product range and availability is concerned.
Just a quick correction, "I can get what I want" doesn't refer to services, like photo lab, only product availability.
I know there will be shortfalls in staffing levels at one time or another in stores, but I don't believe there is any intenton to "understaff" departments.
I've worked at different stores around London and never struggled with staffing my departments on a permanent basis.
It's quite surprising really, but you don't tend to see a queue of more than two or three people at the photo desk and that would be considered unusual. What would be termed busy would be when every time time you turn around you have another customer so that it can be difficult to get anything done.
ReplyDeleteIn my experience most people will wait and take the next quickest service if one hour isn't available. However, there aren't that many alternatives within a reasonable distance of the store I used to work in and the ones there are are considerably more expensive. I suspect that in places where are many similar priced alternatives available then this will not be the case. Crawley is a fair sized town of 100000 people so I imagine there would be a number of alternatives. There is even another Tesco photo lab at their nearby Gatwick store.
Also, as an aside, why do Tesco insist on setting up their photo labs so that all of the main work areas require the staff to have their backs to the desk. Surely the other way round would be better, we don't have eyes in the backs of our heads after all!
I think revenue would be a better word to describe the tables, I knew you'd have a word for it. Basically they are just projected takings for the month compared to actual and the percentage variance.
Now would be one of the better times to look at training new staff either as permanent photo lab staff or multi-skilled staff. The only danger with the latter option is that by training them now they are likely to have forgotten a fair amount of what they have learnt by the time they are really needed in the summer.
I was taken from another department in the store and this is probably the best option as a source of permanent photo staff. A checkout operator is far easier to replace than a more skilled member of staff and requires compartivly little training.
Sorry love, I wouldn't put your pictures before my break either! When I attempt to get my pics delveloped on a Saturday I always have to pick them up the next day. Everywhere is always so busy and they can only process so many at a time. Give it up I doubt many people are going to take this as a serious complaint!
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