I’m heeding the Local Government Minister’s advice to reject poor service. I used to think people who complained about poor Customer care were just fussy self-important individuals. I know better now after getting my fair share of poor service.
I found some nice toothpaste a few weeks ago and when it got used up, I returned to the Supermarket where I bought it but they had run out. One of the attendants advised me to try a pharmacy and so I headed to one. I approached one of the sales people and told her what I wanted. Without even looking up from her computer, she told me to take a look at the brands on display.
If what I wanted wasn’t there, then they didn’t have it, she said. It took several seconds for what she had just said to sink in. I was so shocked by her rudeness I didn’t have anything to say. After taking a deep breath to cool my head, I walked out, vowing to never return. If I ever need medication and it’s only available at that pharmacy, I’ll gladly live with the pain. One other poor service provider is a Boutique in town where Customercare is simply non-existent.
I know because I’ve been to that shop three times and every time, not one person said anything to me and there are at least 4 attendants! The first time, I thought that maybe they were busy or exhausted since I visited around 5p.m. The second time however was quite early and I was the lone customer and still, not a word or help from anyone. I had wanted to ask if they had the Trouser Suit I wanted in another colour. Sometimes, I can be the proud shopper too, especially when I have some money so I left. They do have nice clothes, handbags and shoes though and that’s the only reason I returned for a third time because I couldn’t find similar items anywhere. The bag I wanted had a 50,000 price tag. A little on the high-end but it was one of those items worth every coin. At the last minute however, I decided not to buy. Why should I spend all that money on people who obviously don’t care whether I buy or not, I thought to myself. Many times, I buy things not because I really need them but because the attendants
are extremely nice you feel you owe them a purchase.
Then of course there’s that marketer from a computer company who’s been frequenting our office. I told him I’d only buy if he let me pay in three installments and I also asked him to reduce the price since I know many other places with better deals. We exchanged numbers and I told him I’d call when salary came in. Then one of my friends from another department told me how the guy had told them Sophie had been “crying” over the money she’d have to pay for the laptop. I was so angry I changed my mind. First off, I was honest with him.
With my salary and all the other things I have to take care of, it would be unrealistic to expect me to pay anything above 70,000Rwf a month. Secondly, what happened to confidentiality? Telling other people about my business was just not right. I had the last laugh though when about a week later, the same guy showed up again to try and make a few sales. I guess his boss had threatened to sack him if he didn’t bring in some money. Anyway, the few guys who were slightly interested stated clearly that they wanted to pay not in three but five installments and that his asking price definitely had to come down. In the end, nobody bought and I doubt it was because they couldn’t afford to but rather his poor customer relations.
To be continued…