companies
Dobbies Garden World
14/11/08 22:22 Filed in: Random
To carry on from the previous post, all I can think of to explain the unusual tidiness at Dobbies is that:
Honestly, if it weren't for the customers the store would have been like the Mary Celeste.
Everything was immaculate. The same calendars that we sell that always get in a mess and inevitably damaged were neatly stacked in rows, in perfect condition. Their craft department that sells the same stuff we do looks neater than my department ever has. I'm guessing they're not under any pressure to overload shelves and arms with all their stock, which looks like it's kept strictly to Do Crafts, unlike all the other cheap shit we get.
The only thing I recall seeing out of place was a tiny cookery book that wasn't stacked at a perpendicular angle to the edge of the table. That's it!
Something else that was really cool though was by their cafe there was a window with a sign that said "Bakery" overhead so you could watch them prepare all the cakes and buns. And those cakes looked very tasty!
We both sell a lot of the same stuff, but Dobbies has a more upmarket image so the customers seem to treat it better, and because it's quite a new store, everything is extra clean.
Also, because the shop floor is more open, it's easier to see if a customer is up to no good and because everything is on display, there's no need to rip open boxes.
It makes me a little annoyed that the company I work for has the "stack 'em high, sell em' cheap" attitude. It creates a lot more work and stress, most of it unnecessary, because they'd rather have stock overflowing onto the floor than a little bit more space and a few more displays which would make it easier for the customer.
All this makes me want to go and work for Dobbies. The store was pristine, the staff seemed more relaxed, and they weren't snowed under with stock. But who knows, the grass is always greener. Someone who used to work at our store went to work for Dobbies when it first opened, but they didn't last long. And maybe our store was once like theirs, and soon enough they'll be in the same mess we are.
- Customers have more respect for newer looking stores
- Although it looked like there was a lot of stock out, it was all spaced out with a lot of displays but not many items on the shelves. And there weren't that many shelves, for that matter
- Because everything was exceptionally tidy to begin with, it kept tidier for longer, and
- They hire ghosts which is why you can't see the staff
Honestly, if it weren't for the customers the store would have been like the Mary Celeste.
Everything was immaculate. The same calendars that we sell that always get in a mess and inevitably damaged were neatly stacked in rows, in perfect condition. Their craft department that sells the same stuff we do looks neater than my department ever has. I'm guessing they're not under any pressure to overload shelves and arms with all their stock, which looks like it's kept strictly to Do Crafts, unlike all the other cheap shit we get.
The only thing I recall seeing out of place was a tiny cookery book that wasn't stacked at a perpendicular angle to the edge of the table. That's it!
Something else that was really cool though was by their cafe there was a window with a sign that said "Bakery" overhead so you could watch them prepare all the cakes and buns. And those cakes looked very tasty!
We both sell a lot of the same stuff, but Dobbies has a more upmarket image so the customers seem to treat it better, and because it's quite a new store, everything is extra clean.
Also, because the shop floor is more open, it's easier to see if a customer is up to no good and because everything is on display, there's no need to rip open boxes.
It makes me a little annoyed that the company I work for has the "stack 'em high, sell em' cheap" attitude. It creates a lot more work and stress, most of it unnecessary, because they'd rather have stock overflowing onto the floor than a little bit more space and a few more displays which would make it easier for the customer.
All this makes me want to go and work for Dobbies. The store was pristine, the staff seemed more relaxed, and they weren't snowed under with stock. But who knows, the grass is always greener. Someone who used to work at our store went to work for Dobbies when it first opened, but they didn't last long. And maybe our store was once like theirs, and soon enough they'll be in the same mess we are.
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Consumer Politics
09/11/08 16:06 Filed in: Rants
When did the saying "The customer is always right" first come about? It's so engrained into consumer politics that for a party to disagree with it would be political, therefore economical, suicide.
It also seems that the bigger stores get, the louder customers feel they need to shout and stamp to be heard. Anyone else have a constant ringing in their ears?
For instance, before the friendly neighbourhood stores were driven out of business by the likes of Tesco, I can't imagine a customer going into their local corner shop effing and blinding to try and settle a dispute. The shopkeeper was quite possibly their neighbour so any disagreements could be resolved in person, and peacefully.
No need to ring their "customer helpline", or write to head office, or even Trading Standards; the guy behind the counter was probably "the man".
But now individual customers don't have the same hold over shops that they used to. Threatening to withdraw their custom doesn't have the same impact anymore. When a customer says to me "Well! I won't be shopping here anymore", I just think- yeah right. I'll just go and inform the manager that The Important Mrs. A will be shopping at Woolworths in future, but when you can't find that love seat anywhere else, you'll be back.
So customers resort to other tactics: threatening your job, threatening to ring Trading Standards, threatening to sue. I’m sure there’s always been people like this but it’s becoming more acceptable to be an asshole in public.
It’s ironic that as customers become more insecure, they deal with their problems in the least helpful way. Since when did being an A-hole gain you any empathy? I’m much more willing to help someone when they’re being civil rather than rude, and yet they still usually leave with what they wanted because it’s the only way to do business.
I know I sometimes struggle to keep it together myself. I recently got asked for ID even though I wasn’t even buying anything, but my boyfriend was buying alcohol. Since when have companies started asking not only the customer for ID, but every other person they’re with for ID too? I can sort of see where they’re coming from, but if they’re going to start doing that, where does it end? Will we need references soon?
True, the alcohol was for me and I’d taken my ID out my bag literally that morning so I was even more annoyed. It was my mistake and I didn’t take it out on the cashier. She was really nice too. Being rude to her would have gained nothing, but you shouldn’t have to work in retail to know that. It should be common sense.
I just wish Joe Public weren’t under the illusion that they are always right, and that companies didn’t indulge their stupid fantasy. There’s no give and take, just taking on both sides.
We take their money, they milk us for everything we’ve got.
It also seems that the bigger stores get, the louder customers feel they need to shout and stamp to be heard. Anyone else have a constant ringing in their ears?
For instance, before the friendly neighbourhood stores were driven out of business by the likes of Tesco, I can't imagine a customer going into their local corner shop effing and blinding to try and settle a dispute. The shopkeeper was quite possibly their neighbour so any disagreements could be resolved in person, and peacefully.
No need to ring their "customer helpline", or write to head office, or even Trading Standards; the guy behind the counter was probably "the man".
But now individual customers don't have the same hold over shops that they used to. Threatening to withdraw their custom doesn't have the same impact anymore. When a customer says to me "Well! I won't be shopping here anymore", I just think- yeah right. I'll just go and inform the manager that The Important Mrs. A will be shopping at Woolworths in future, but when you can't find that love seat anywhere else, you'll be back.
It’s ironic that as customers become more insecure, they deal with their problems in the least helpful way. Since when did being an A-hole gain you any empathy? I’m much more willing to help someone when they’re being civil rather than rude, and yet they still usually leave with what they wanted because it’s the only way to do business.
I know I sometimes struggle to keep it together myself. I recently got asked for ID even though I wasn’t even buying anything, but my boyfriend was buying alcohol. Since when have companies started asking not only the customer for ID, but every other person they’re with for ID too? I can sort of see where they’re coming from, but if they’re going to start doing that, where does it end? Will we need references soon?
True, the alcohol was for me and I’d taken my ID out my bag literally that morning so I was even more annoyed. It was my mistake and I didn’t take it out on the cashier. She was really nice too. Being rude to her would have gained nothing, but you shouldn’t have to work in retail to know that. It should be common sense.
I just wish Joe Public weren’t under the illusion that they are always right, and that companies didn’t indulge their stupid fantasy. There’s no give and take, just taking on both sides.
We take their money, they milk us for everything we’ve got.
Work Experience
06/11/08 17:58 Filed in: Stories
Here in the UK, every kid in Year 10 (14-15 years old) has to do 2 weeks “work experience”. You can choose to organise your own if you have a particular place in mind, or the school organises it for you, in which case you will end up somewhere completely irrelevant to any career prospects you might have at 15 and it contributes absolutely nothing towards your education.
The only person I know who got anything of value out of it was one of my friends who spent a fortnight working in a veterinary surgery, and now she’s soon to be a qualified vet nurse. For the rest of us it was just a big sit off, and a way for shops to get unpaid labour.
I bring this up because we have a girl on work experience in our store at the moment. She’s so quiet, it’s hard to get a word out of her, and I doubt she’s going get anything useful out of her experience. The only thing I get out of working in our store is: don’t work retail!
My work experience was in a pet shop. It was, well...it could have been worse. It was so close to my house I could see it from my window and I only worked 6 hour days. Plus, there were animals! How could you get bored with animals around?
On the downside: the owner was racist, his friend had no teeth and I ended up inadvertently killing a gerbil. It jumped out my hand, it wasn’t my fault. And you do not leave 15 year old girls in charge of your pet store anyway. Something bad was bound to happen.
Although I refused to answer the phone or clean out the cages, my other tasks were: russian dwarf hamster rehabilitation after they had a traumatic run-in with a rat and the serving of the odd customer. We did not get many, I’m surprised the shops still open today.
Other than that, the only other things I remember is doing a lot of standing around and a customer who got annoyed because I didn’t know where most of the budgie stuff was.
So, counting my lack of knowledge of pet supplies, not answering the phone or cleaning, and gerbil manslaughter, I was about as much use as a chocolate teaspoon. Worse even, I did more harm than good, but I somehow passed.
Thankfully, I didn’t work retail again for another 2 years and by that time had learnt enough to be a worthwhile employee...in a not very worthwhile job.
The only person I know who got anything of value out of it was one of my friends who spent a fortnight working in a veterinary surgery, and now she’s soon to be a qualified vet nurse. For the rest of us it was just a big sit off, and a way for shops to get unpaid labour.
I bring this up because we have a girl on work experience in our store at the moment. She’s so quiet, it’s hard to get a word out of her, and I doubt she’s going get anything useful out of her experience. The only thing I get out of working in our store is: don’t work retail!
My work experience was in a pet shop. It was, well...it could have been worse. It was so close to my house I could see it from my window and I only worked 6 hour days. Plus, there were animals! How could you get bored with animals around?
On the downside: the owner was racist, his friend had no teeth and I ended up inadvertently killing a gerbil. It jumped out my hand, it wasn’t my fault. And you do not leave 15 year old girls in charge of your pet store anyway. Something bad was bound to happen.
Although I refused to answer the phone or clean out the cages, my other tasks were: russian dwarf hamster rehabilitation after they had a traumatic run-in with a rat and the serving of the odd customer. We did not get many, I’m surprised the shops still open today.
Other than that, the only other things I remember is doing a lot of standing around and a customer who got annoyed because I didn’t know where most of the budgie stuff was.
So, counting my lack of knowledge of pet supplies, not answering the phone or cleaning, and gerbil manslaughter, I was about as much use as a chocolate teaspoon. Worse even, I did more harm than good, but I somehow passed.
Thankfully, I didn’t work retail again for another 2 years and by that time had learnt enough to be a worthwhile employee...in a not very worthwhile job.
Sky is the Limit
18/09/08 14:36 Filed in: Rants
After months of putting it off, my boyfriend finally signed up to Sky (the UK’s largest satellite TV provider).
You know how much I like bitching about dumb customers, but yet again I found myself on the receiving end of, for lack of a better word, the shittest customer service I’ve had to deal with since I left AOL, and I just have to say something about it. I was always having to ring AOL with some problem and they would usually, eventually solve it. As much as people hate call centers, I didn’t think it could get much worse than that.
I also had to ring FedEx once, when they lost over £500 worth of (imported) iPhones, but that was quite funny.
We had been tracking the package on the internet and watched it go all round the country before sitting for 2 days in Glasgow. I gave them a ring, said I wanted to check the delivery status when the girl I was speaking to said “Ah...yes...it’s in Glasgow”. I said “Yes. I know it’s in Glasgow. That’s why I’m ringing you. It’s been there since Tuesday”. I know not a lot of people like FedEx but they were very nice over the phone. They got a manager to speak to me and he even rang back to check our package had been delivered. A++!
But I’ve just been on the phone to Sky because the “engineer”, who came to install it this morning, has drilled a hole so big in the wall, we can see the side of next doors house through it, and that’s with the wire going through. Not only that, we’d also ordered multi-room but he only arrived with one box, so no multi-room until Monday when another engineer has to come and sort out this mess.
Those aren’t the only things wrong though. I could go on...no phone call beforehand (they’re supposed to let you know when they’re coming), he hasn’t connected the Sky box to the phone line (which is part of the contract), and he left a pile of boxes in the road outside the house.
Was Sky’s customer support line any help though? No! It’s just the luck of the draw who you get through to, and I did eventually get through to someone who apologised, but the rest seemed a pretty incompetent bunch. There’s also no complaints department over the phone so we have to right a letter or email, and it could take weeks to get a reply, and we already had to wait over 3 weeks to get it installed in the first place.
Grrr! It’s like everything that could have gone wrong, went wrong, and we are seriously regretting signing up in the first place. So, if you’re thinking of getting Sky, be warned! You could end up being a very unhappy customer.
Consumer Rage Part 2
01/09/08 15:28 Filed in: Rants
I started this blog so that I could rant and rave about customers to my hearts content, but more and more I’m finding myself equally frustrated with other retail workers.
I’ve touched on this before in “Consumer Rage” a while back.
Street sellers especially annoy me. I was stopped a few weeks ago by a woman who was offering £350 worth of hair treatments for £55. I turned it down but she would not take no for an answer. Pay by cheque, she said, put it on your credit card, borrow money from your parents, and then she expected me to write down my card details in the street, not to mention I didn’t have a clue who she was. When I still refused she started calling me crazy. I wish my mouth wouldn’t stop working when I get surprised. She got away unscathed. Then last week I noticed a group of girls trying to sell the same offer and I’m really glad they didn’t stop me. I know I’m supposed to love my fellow retail slave but I think I would have snapped. I guess that’s what’s meant by “going postal”.
I’ve also heard some very dodgy things about Phones 4 U. They’ve never been one to be trusted but they’ve been offering cash in hand to customers to get them to sign up to contracts. Someone was offered £50 out of the salespersons own pocket to get him to sign a contract on the spot (he declined), and a guy from work was persuaded to take out a whole new contract, despite already being on one and only going into the shop to try and get his old phone repaired, with £200 in cash to go and pay off his old contract with. Sound a bit weird to you? Reading on the internet it sounds like a lot of people have had problems with them. Not only does their customer service suck but they downright lie to get you to sign up. That must be what commission does to you. Why do companies still pay commission?
This really gets to me because when I go shopping I want to be treated the same as how I treat my customers (which is good, by the way) and I hate to see people getting paid the same as me and getting away with a lot more shit than I do. It’s also because salespeople and companies like the aforementioned are the reason why customers are so distrustful of the rest of us. Even if I just try and recommend a product that’s better suited to the customer than what they’re looking for, some will immediately dismiss it because they think I’m trying to get more money out of them. They’re even suspicious of why we don’t offer a full parking refund over 60p. One lady said to me “It’s very interesting that Asda refund the whole amount whereas you only refund up to 60p. Very interesting.” Jesus Christ woman! Asda is owned by one of the biggest, multinational companies in the world, that’s how they can afford to offer you a full refund. What is interesting is that you expect to come into town and not have to pay for your own parking!
Ahh...I’m back to customer hating again.
I’ve touched on this before in “Consumer Rage” a while back.
Street sellers especially annoy me. I was stopped a few weeks ago by a woman who was offering £350 worth of hair treatments for £55. I turned it down but she would not take no for an answer. Pay by cheque, she said, put it on your credit card, borrow money from your parents, and then she expected me to write down my card details in the street, not to mention I didn’t have a clue who she was. When I still refused she started calling me crazy. I wish my mouth wouldn’t stop working when I get surprised. She got away unscathed. Then last week I noticed a group of girls trying to sell the same offer and I’m really glad they didn’t stop me. I know I’m supposed to love my fellow retail slave but I think I would have snapped. I guess that’s what’s meant by “going postal”.
I’ve also heard some very dodgy things about Phones 4 U. They’ve never been one to be trusted but they’ve been offering cash in hand to customers to get them to sign up to contracts. Someone was offered £50 out of the salespersons own pocket to get him to sign a contract on the spot (he declined), and a guy from work was persuaded to take out a whole new contract, despite already being on one and only going into the shop to try and get his old phone repaired, with £200 in cash to go and pay off his old contract with. Sound a bit weird to you? Reading on the internet it sounds like a lot of people have had problems with them. Not only does their customer service suck but they downright lie to get you to sign up. That must be what commission does to you. Why do companies still pay commission?
This really gets to me because when I go shopping I want to be treated the same as how I treat my customers (which is good, by the way) and I hate to see people getting paid the same as me and getting away with a lot more shit than I do. It’s also because salespeople and companies like the aforementioned are the reason why customers are so distrustful of the rest of us. Even if I just try and recommend a product that’s better suited to the customer than what they’re looking for, some will immediately dismiss it because they think I’m trying to get more money out of them. They’re even suspicious of why we don’t offer a full parking refund over 60p. One lady said to me “It’s very interesting that Asda refund the whole amount whereas you only refund up to 60p. Very interesting.” Jesus Christ woman! Asda is owned by one of the biggest, multinational companies in the world, that’s how they can afford to offer you a full refund. What is interesting is that you expect to come into town and not have to pay for your own parking!
Ahh...I’m back to customer hating again.
Bob Ross
23/08/08 16:24 Filed in: Rants
One issue of contention with me that does not involve customers is...Bob Ross. I know he was a lovely, good-natured guy but his merchandise sucks. It does now anyway. I'm sure it was great in the 80's.
What annoys me most about it is that I think it's a really good concept but it's presented all wrong. It's stagnant, still relying on the image of the amiable Bob Ross to sell the product 13 years on. I'm no marketing expert but I bet we'd shift a lot more of his stuff if it was given a redesign.
The painting method itself is a really good idea, claiming that anyone can learn to paint if they just follow a few simple instructions and with time and practice will be able to apply the technique to their own pictures, but anyone who calls themselves an artist after they can copy a few pictures out of a book with instructions is, quite frankly, a fraud. Great for beginners and just as a hobby, but I wouldn't call their carbon copy creations art.
There's a guy that visits our store every few months or so to do a Bob Ross demonstration. He studied in the US for a few years and is now a "Certified Bob Ross Instructor (CRI®, CRFI®)". He's very nice really but the title sounds a little pretentious to me. He travels around the country doing these demos and even holds his own classes, £40 per person per class, but instead of boosting sales for Bob Ross, he makes more business for himself. People are always more interested in buying his finished paintings rather than trying it for themselves.
It's obvious why it gets overlooked so much though. It's outdated, overpriced, and who wants to buy artist materials with some cheesy afro-haired guy plastered all over it. Even his paintbrushes have his face on! His instructional videos are just that - videos, and his books are still printed in black and white. Who buys VHS anymore and how can you expect to teach a painting technique with black and white pictures? The whole range looks like it fell out a time warp. For the amount of money they charge I'd have thought they'd at least fork out for some colour pictures and DVDs.
I know this is his legacy I'm slagging off but as I was never a follower of his original program, nor am I part of his aging fanbase, there is absolutely no appeal in his products at all. Literally the only people that buy it are old people, but it has a lot more potential. I think Bob Ross Inc. are just trying to remain loyal to him but I think after over a decade it could do with a restyle.
Then I might finally be able to get rid of the shit.
What annoys me most about it is that I think it's a really good concept but it's presented all wrong. It's stagnant, still relying on the image of the amiable Bob Ross to sell the product 13 years on. I'm no marketing expert but I bet we'd shift a lot more of his stuff if it was given a redesign.
The painting method itself is a really good idea, claiming that anyone can learn to paint if they just follow a few simple instructions and with time and practice will be able to apply the technique to their own pictures, but anyone who calls themselves an artist after they can copy a few pictures out of a book with instructions is, quite frankly, a fraud. Great for beginners and just as a hobby, but I wouldn't call their carbon copy creations art.
There's a guy that visits our store every few months or so to do a Bob Ross demonstration. He studied in the US for a few years and is now a "Certified Bob Ross Instructor (CRI®, CRFI®)". He's very nice really but the title sounds a little pretentious to me. He travels around the country doing these demos and even holds his own classes, £40 per person per class, but instead of boosting sales for Bob Ross, he makes more business for himself. People are always more interested in buying his finished paintings rather than trying it for themselves.
It's obvious why it gets overlooked so much though. It's outdated, overpriced, and who wants to buy artist materials with some cheesy afro-haired guy plastered all over it. Even his paintbrushes have his face on! His instructional videos are just that - videos, and his books are still printed in black and white. Who buys VHS anymore and how can you expect to teach a painting technique with black and white pictures? The whole range looks like it fell out a time warp. For the amount of money they charge I'd have thought they'd at least fork out for some colour pictures and DVDs.
I know this is his legacy I'm slagging off but as I was never a follower of his original program, nor am I part of his aging fanbase, there is absolutely no appeal in his products at all. Literally the only people that buy it are old people, but it has a lot more potential. I think Bob Ross Inc. are just trying to remain loyal to him but I think after over a decade it could do with a restyle.
Then I might finally be able to get rid of the shit.
Minimum wage tip top-ups
08/07/08 19:49 Filed in: Stories
There’s been a lot of talk in the UK recently about this loophole in the law that allows companies to pay employees below the minimum wage (£5.52 per hour) and use credit card tips to top up salaries.
Staff who work for the Restaurant Group, owner of Frankie & Benny's, Chiquito, Garfunkel's and Blubeckers, are even being threatened with the sack if they don’t encourage customers to pay by credit card. Managers may also face disciplinary action if they don’t enforce this company policy. They have also been told that under no circumstances must they reveal to customers that tips go towards topping up wages.
Staff at Georgetown, a chain of "colonial Malaysian restaurants", have been told that if a customer asks about tips they must say “Yes, we get the tips”, but one waiter said anonymously that all cash and credit card tips are taken by the management, not a single penny goes to floor staff. Owners of Georgetown, Pearl Hotels and Restaurants Ltd, also own The Coconut Lagoon restaurant chain and is run by Kumar Muthalagappan. Shame on you Mr Muthalagappan (I was so tempted to call him something else then).
Pizza Express takes an 8% cut of credit card tips, claiming it as an admin fee, but insist they’re not as bad as other chains who pay below the adult minimum wage. Chains like Zizzi for instance. A former manager for Zizzi said "They pay £4.25 per hour and all credit card tips are used to boost staff up to the minimum wage. I left because I found it disgusting”. Round of applause for that guy/girl! But the Pizza Express employee who revealed that the chain takes 8% of credit card tips as an admin fee has since been sacked.
Coincidentally, Zizzi and Pizza Express are both owned by Gondola Holdings. Hmmmm......
La Tasca is also another culprit, paying their staff £5.05 an hour then using credit card and cheque tips to top up their wages.
And the Nobu Group, part-owned by Robert De Niro, doesn’t give the floor staff a penny of their credit card tips. One bill was for over £1000 with a £150 service charge and an extra £100 tip on top of that, but the waiter recieved nothing.
So to sum that up, avoid paying by credit card in:
Pizza Express
Tootsies
Frankie & Benny’s
Chiquito
Garfunkel’s
Blubeckers
Carluccio's
Cafe Rouge
Zizzi
Georgetown
La Tasca
Nobu
and The Coconut Lagoon.
There are some good guys though:
Pizza Hut
Harvester
All Bar One
Toby Carvery
Blackhouse
Gusto
Rick Stein
Fifteen.
I’m not sure what the situation is in the rest of Europe and the world. Someone enlighten me. I seem to remember hearing that Starbucks in America had to pay some ridiculous amount of money to compensate employees for tips they hadn’t recieved. It’s not really a tip if it isn’t on top of your wages, it it? lol.
Does anyone work for any of these companies? Is it really that bad?
Some companies pay almost as little as £3 before tips. It’s immoral to say the least. Hopefully the law will get changed so restaurant slaves aren’t literally earning a slaves wage.
Minimum wage - Investigations
