I posted something on Facebook today in response to an earlier post from Loz about service received in dealers which I've re-griped below. How to fail at customer service and make assumptions about who your customers are.
Walk into Kawasaki in Colchester while Stu parks the car. I am in need of a new helmet and have a budget of, oh, up to £500 give or take a few quid.
3 members of staff completely ignore me even though I have already taken a look at a couple of their bikes on show in case I fancy chopping in both the SV and the GS and then I start looking at helmets.
Stu walks in. Before he's even got 10 feet into the store all three members of staff have leapt up and asked how he is, what he's looking for and does he need any help?
Only when he says he's here with his wife who needs a new helmet do they seem to become aware that I am even in the room.
They have one helmet in size XS - and it's bright pink because as they guy said 'pink would suit me'. Yeah, right.
Just about to order this online (it's not pink), it's £80 cheaper with a load of free extras. Normally I like to buy in store but those guys blew it big time today.
