Should I be cross?

[Alex1975]

Hi All,

Before I explain it is worth noting that my club have always looked after me and in a period of not being a member around the time of my child's birth they treated me like a member pretty much and charged me low rates and the like.

I called up the club on Friday and pressed the buttons to get though to the club shop. A lady answered and to my knowledge no lady works on the club shop so I asked for the shop. She explained that I was through to the shop. I asked the questions I wanted answering about Ladies Captains day but she was unable to answer them and suggested I call back and chat to **** at 12.30.

I called back at 12.30 ish and said "Hello **** how are you?"... the reply I got was "Very busy Alex". I tried to ask the relevant questions and he made it clear he did not know the answers but after the welcome I got I did not really care.

Now I am someone who can over react to things like this so I have left it but still this morning I feel cross about it. I sell finance, how would it be if my phone rang and I told my potential customer that I was "very busy"?

I sort of insist on good customer service or at least politeness. I think if you are spending money you should be treated with respect. I am sure that at many clubs you would never be talked to like this.


I am interested in your thoughts please.

 

[guest100718]

? Chill out.

 

[HawkeyeMS]

I'll be honest, if there is one thing that annoys me it's unnecessary rudeness and I would have probably been a bit miffed by this response as well.

 

[Alex1975]

? Chill out.

Maybe, that's why I am asking..... I did make it clear I am not tolerant of things like this. I expect politeness but am also aware that not everyone has the same standards...

 

[woody69]

We all have bad days where we are stressed and react in certain ways. We don't know what was going on with **** that day. I think you just need to forget about it and relax a little.

 

[Deleted member 15344]

How was the tone which I believe could be key ?

 

[la_lucha]

Wow you ask someone how they are and they tell you they are busy. Why would this upset you if they are actually busy?

 

[fundy]

Having been at the club saturday whilst you shouldnt get bad service ever, if ever you were going to get it this saturday lunchtime was probably going to be it.

If it was an urgent question about playing that day then Id be a bit hacked off, if something that can wait until another day then let it go and phone back at a quieter time. Based upon the top paragraph they probably have a little credit in the bank to offset it against

 

[Birchy]

I would just put it down to somebody having a rough day. It doesn't sound like a regular thing so would just leave it at that.

 

[bluewolf]

I'd be a bit cheesed off by the lack of manners, but then I'd balance that moment of irritability against the previous few years of good service and realize that I'm still fairly heavily in credit, that people have off days for all sorts of reasons (some very important ones), and that to err is human, to forgive divine...

Chill out and don't sweat the small stuff....:thup:

 

[AmandaJR]

I think the tone is important and only you can gauge that. It sounds to me like **** perhaps sees you as more than a regular customer so can be a bit more honest and a bit less formal and sales orientated in this instance.

I sweat the small stuff and am over sensitive too BUT think this is something I'd let go and not worry about.

 

[palindromicbob]

There is a good chance that anyone else who phoned that morning got told the same thing and ****'s phone had been flat out since getting back from what ever they were at and not able to get on with what they needed to be done. Might explain a short response.

If this is a one off and far from the norm I'd chalk it up as a bad day for them and not take it personally.

 

[Alex1975]

Having been at the club saturday whilst you shouldnt get bad service ever, if ever you were going to get it this saturday lunchtime was probably going to be it.

If it was an urgent question about playing that day then Id be a bit hacked off, if something that can wait until another day then let it go and phone back at a quieter time. Based upon the top paragraph they probably have a little credit in the bank to offset it against

For sure, this was Friday though and yes, as I made clear I have been well looked after in the past.


Phil, the tone was bugger off I am busy.... It would have been better to not answer the phone.

La_Lucha people in the service industry should never say such a thing. The correct answer from him should be "well thank you".

 

[Deleted member 15344]

For sure, this was Friday though and yes, as I made clear I have been well looked after on the past.


Phil, the tone was bugger off I am busy.... It would have been better to not answer the phone.

La_Lucha people in the service industry should never say such a thing. The correct answer from him should be "well thank you".

Then I would put it down to him being like that because he knew you and was just a bit busy and it's nothing to be worried about

If you got the same answer at a club that you weren't a member of and the guy didnt know you then it would be rude

 

[la_lucha]

For sure, this was Friday though and yes, as I made clear I have been well looked after in the past.


Phil, the tone was bugger off I am busy.... It would have been better to not answer the phone.

La_Lucha people in the service industry should never say such a thing. The correct answer from him should be "well thank you".

if it's someone that you have built a personal rapport with over years, then I think they have been giving you an honest response. I don't see the problem with this and discuss regularly with customers how busy we are, how busy they are and how busy everyone else is. It's pretty normal in the trade that I work.

 

[Alex1975]

if it's someone that you have built a personal rapport with over years, then I think they have been giving you an honest response. I don't see the problem with this and discuss regularly with customers how busy we are, how busy they are and how busy everyone else is. It's pretty normal in the trade that I work.

Yep, I get you, point taken.

 

[DCB]

if it's someone that you have built a personal rapport with over years, then I think they have been giving you an honest response. I don't see the problem with this and discuss regularly with customers how busy we are, how busy they are and how busy everyone else is. It's pretty normal in the trade that I work.

Ditto, everyone has busy days ad busy times of the day, so, I'd not bother about getting too worked u about it.

 

[gripitripit]

Maybe it's just me but if I ask anyone one the phone or otherwise how they are doing/getting on...I am a lot happier if I get a "I am ok/good/well etc....I don't want or expect them to give me their problems.

 

[Foxholer]

...
I called back at 12.30 ish and said "Hello **** how are you?"... the reply I got was "Very busy Alex". I tried to ask the relevant questions and he made it clear he did not know the answers but after the welcome I got I did not really care.

Now I am someone who can over react to things like this so I have left it but still this morning I feel cross about it. I sell finance, how would it be if my phone rang and I told my potential customer that I was "very busy"?

I sort of insist on good customer service or at least politeness. I think if you are spending money you should be treated with respect. I am sure that at many clubs you would never be talked to like this.


I am interested in your thoughts please.

Unacceptable, typical and counter-productive are the 3 expressions that spring to mind!

Oh and very 'British' - from both of you! Other countries have their own stereotypical ways of dealing with such situations.

 

[CMAC]

if he is that busy to answer the phone to customers (and whoever else calls) then he should a) Delegate someone else who will portray a welcome message to answer the phones, or b) have a pre recorded answering machine that must be listened to and actioned within the hour which means he can delegate or calm down or find the answer and call back.

Poor CS for a Customer led business isnt acceptable these days- The Americans have got that sussed long time ago and reap the rewards:thup: