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 Topic: Let down by Camperlands - help!
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04/10/2014 at 11:30am
Location: Manchester
Outfit: None Entered
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Joined: 28/11/2009 Standard Member
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Firstly, I apologise for the long winded comment. I have waited to talk to all members of staff present on the day and to speak to the customer before commenting to make sure I had everything straight and be able to address all the issues.
On Friday afternoon a customer came into our shop. At the time there were two of us behind the counter. Nick was sat at his desk but was turned around to talk to me so he was facing out towards the shop and counter. I was at one side of the counter so could see half of the shop and counter and out of the window where I could see all customer coming in and out of the shop door. I think we were discussing which products Nick should add to our ebay store next but I can't remember for sure.
I noticed a customer standing near the counter so we stopped our conversation and I asked if the customer needed help. She said she was after a Deluxe 4B ladder. I knew we had sent a 4B ladder out recently so I didn't know if we had another in stock. I told the customer I would check the warehouse and went to look.
We didn't have the ladder so I returned from the warehouse, informed the customer, checked our suppliers website to see if they had stock and told the customer we could get the ladder for early next week. I did not say Monday. The customer asked us to order it for them so I took their name and phone number on a sticky note and said we would call them as soon as the ladder arrived.
The customer then left the shop and I stuck the note to the bottom of Shannon's screen. The customer made no complaint or indication they were unhappy with the service before leaving the shop.
I put the sticky note on Shannon's screen because most Fiamma orders are done through our website. Whenever a Fiamma delivery arrives Shannon checks on her computer to see if any customers are waiting for the products that have arrived to contact the4 customer and arrange to send them out. Putting the sticky note on her screen means it is right in front of her and she will be reminded to call the customer as soon as the ladder arrives.
I did not promise to get the product for Monday. I said the product would arrive with us early the following week. As customers who have ordered from us before will tell you, we will never promise or guarantee a particular delivery day. We regularly loose orders because customers ask us to guarantee a delivery but we can not do this. If we are sending out to a customer we can guarantee a dispatch day but delivery is via courier and so is out of our hands. The vast majority of our deliveries get to where they should be on time but the courier could break down or have an accident, traffic or road closure could prevent them from getting to you, a parcel may be mis-routed, the driver might not be able to find your address or you might simply not be there when they arrive. For these reasons we can never guarantee a delivery date and if asked to we will stress that we can not guarantee it specifically to avoid this disappointment.
On this occasion we were also ordering from a supplier. This means there are the added possibilities there could be an error on their stock website and they don't really have the product in stock, or there could be a picking error and the supplier may send the wrong product. These possibilities may be small but they are out of our hands so we will never promise a delivery date.
This was also Friday afternoon after the cut off for same day dispatch from the supplier. To have any chance of getting the ladder for Monday I would have to phone the supplier and ask them to take a late order and rush dispatch. This would also mean ordering this ladder on its own rather than with other products I needed for general stock. The supplier would charge me £15 delivery for ordering a single item. I would have to make the customer aware of this before ordering as they would have to pay this charge. I did not do this because I did not know the customer needed the ladder for Monday.
I said the ladder would arrive early the following week and did not promise Monday. It is for the above reasons that we would NEVER promise a delivery date. We regularly loose business from this policy but we follow it anyway exactly to avoid letting customers down in this way.
As soon as the delivery arrived on Tuesday afternoon Shannon phoned the customer to let them know it was available for collection. We did not apologise because at this point we did not know there was a problem. We had not promised delivery for Monday and the customer had made no complaint about service when in store.
We are closed on Wednesdays and this was my day off. The first I knew there was a problem is when I returned to work on Thursday morning and Shannon said she had come across the customer's comment on UKcampsite while looking for posts of people looking for help and advice.
When the customer came in store to collect the ladder I had not yet read the post but was aware of it. I fetched the ladder from the warehouse and as politely as possible mentioned the post and asked about her experience and why she felt let down. We talked for a minute or two and she left seeming happier then her previous experience.
I am extremely sorry this customer felt let down by our service and take all comments and feedback (good or bad) very seriously. Whether they are made on a forum, mentioned to staff in store or made by email or letter. Obviously the fact it has been made in such a public domain can have a big effect on our business but since you can now buy camping gear from Tesco, Argos, Amazon, Halfords and Decathlon we can only compete by offering superior service so I have to take all feedback in all forms very seriously.
When the customer came in to the shop there were 2 of us behind the counter. Between us we could easily see anyone approaching the counter and most of the shop. I do not know how long the customer was looking for service but as soon as we were aware of her I asked if she needed help. However, we have ordered a couple of old fashioned counter bells in case customers need to attract our attention in future.
I am very sorry this customer felt let down by our and can only hope her improved experience on her second visit will convince her to give us another try.
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