The Composting Cone Challenge
Archive - Originally posted on "The Horse's Mouth" - 2008-06-10 08:15:35 - Graham EllisHow fortunate - the odd remaining space at the Garden centre appeared to be one right outside the main door - as we had come to collect a bulky item. But as we pulled into it, we noticed it said "reserved for director". Hmm - a sign points towards the overflow car park and we head off down that tarmaced road that turns into a stony, dusty track.
"Staff car park ONLY" says that opening on the right, with lines of cars behind it - but we carry on along the track to a more remote spot which is clearly in regular use, judging by the one-way-only back gate that's provided (one of those dreadful enclosed turnstiles to make SURE it's only used for in not out) to get into the back of the garden centre.
"Customer Service" says the counter just behind the pay desks at the Garden Centre, and having come along to collect that bulky item - a composting cone which had been ordered and paid for on line, that was the natural desk to go to.
"Oh no - you have to go to reception for that" says the young lady on the counter. And upon further quizzing her, we learn where we can find the reception desk. "Over there ...", pointing up a passageway.
The first unlabelled desk up the passageway is guarded by a formidable lady who tells us that it's NOT reception (I think it was the garden furniture sales desk) as so we explore onwards.
"Is this reception?" I ask the kindly looking lady as the desk a few yards from the main entrance, and I am assured that it is. And Yay! we're there. "We have come to collect this cone" I say handing her the sheet of paper. "You need to go to Customer Service" she tells us ...
That's not the end of the story either, but I think I've said enough to make my point! And I look at such things and try to learn from them for our own customer facing business. A couple of our mantra, confirmed by the garden centre story ...
• Customer parking is a priority over staff parking
• If a customer asks ANY member of staff, that member of staff should take care of the customer him/herself, or if passing they need to pass the customer on to a more appropriate team member they should do so personally.
And on that basis, while I was writing this short article, I have given assistance in using the coffee machine, checked out two guests, and given directions to the Bowerhill industrial area of Melksham, to which we are the nearest hotel.
P.S. We got our composting cone after dealing with five more people. I wonder if it would have been easier at any of the other garden centres - perhaps we should try one of them next time?