Monday, June 30, 2008

The Watson's experience

Here we go again. The following experience I had at a Watson's outlet in One Utama is a classic example of policies made to internal benefit and not for the customers' convenience.

It was about 9.30pm and I passed by the outlet and noticed two cashiers had a line of at least 4 people. While the line wasn't exactly long, the customers had to wait at about 8 minutes for each person the cashier handled.

Strangely, there were 2 other cashier counters that were manned but not open and the cahshiers there were tallying the accounts for the day. A supervisor was also at the counters.

I asked the super how many cashier counters would normally be open at any given time. The reply? Four!

Why now only 2 cahier counters open? The reply? We are preparing to close for the day. And their closing time is 10 p.m.!

I am quite sure that this was not normal practice at Watson's and an apology from the super later confirmed that.

Damage done. The customers who had to wait in line were already unhappy and it showed.

I repeat. Customers today are a discerning lot and rightly so. They know good service when they get it. And timely service is always important to them. Expect no loyalty from customers when they are not served right!

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