Simply great service from an old family business
I needed to get a new pin for my husband’s wrist watch this week. All very simple and straightward I thought and yet I had a clear demonstration of both good and bad service.
First of all I called into a local and modern looking jewellers. I handed over the watch and asked the lady for a new pin. Her response was to tell me that it would be £12. On entering the small shop I had already been surprised to hear the end of a loud telephone conversation in which her colleague (I’m assuming it may of been her boss) was berating someone on the phone – so I already felt a little uncomfortable. As the £12 was simply for a replacement pin I asked why it was so expensive.
The assistant, who had taken it upon herself to put the watch in a bag, shouted over to another employee “why’s it so expensive?”. The answer came back “it is hand delivered there and back”. After looking rather surprised I asked if this meant they would send it off. This is all with me having replaced a great deal of watch strap pins myself years ago when working in a jewellers shop so I knew how simple it was. Despite the little work shop in clear view, it was confirmed that they would send it off and it would take “at least 7 days” to do.
With the cost, timescale and service being such issues – I left with the watch. I thanked them and said I needed it a bit quicker. As I got to the door the ‘boss’ shouted “I bet they’ll put a cheap Chinese pin in where ever you go”.
I walked past two shops, over the pedestrian crossing to Timpson’s. A late middle aged man sat at a work bench and was in deep conversation with a customer who was waiting on him to complete some repairs. He acknowledged me and apologised for needing a moment to finish serving the lady. We three chatted during this time.
After the lady had left satisfied, he asked how he could help. I explained that I just wanted a pin. He said this was no problem and searched through some boxes. All the way through he chatted and was friendly and helpful. Very quickly he found a pin, repaired the watch and passed it over for inspection. I asked how much I owed him and he shook his head, “pop something in the charity box on the counter and that will be fine”. I thanked him and his parting comment was to wish me a nice day.
What a difference a few footsteps made. Timpson’s is still owned by it’s founding family and their strap line is “Great Service by Great People”. How true!
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It’s always great to hear about good customer service. It is a shame it seems to be the exception rather than the norm these days though (don’t I sound old!)
So true Rob, it’s common sense and something that will allow people to enjoy their jobs more and ensure businesses are successful and profitable! It does seem that the UK population is particularly poor at putting customers first so those that get it right stand out even more.