We'd been told to bring the bike, we'd purchased from Tesco, back to them on the Monday and that someone would assemble it. (Spot the crap dad with no DIY skills !)
So at 17.30 my wife rang " he's wanting to know when you'll be back to take the bike to Tesco". "10 minutes" I said. 10 minutes later I was greeted by an enthusiastic cry of " Daddy" as I put the key in the front door.
A few minutes later I spotted a Tesco Manager close to their bike shop. I approached him and explained that we'd been told to bring the bike down for assembly. " Really sorry sir, but Dale is on holiday for 2 weeks" was the reply. My 10 year old's face said it all - his head dropped and he looked sooooo soooo sad ! Ouch !
It was suggested I go to customer services and ask them to phone the Newport store as they had a bike shop. The lady on customer services did this and she was told that as long as we got the bike there that evening they would be able to look at it.
20 minutes later we were at the bike shop in Tesco Newport. A Manager came over to us and and said she was really sorry but that the bike shop closed 20 minutes ago. Double ouch !! She apologised to us on behalf of Tesco and was sorry that we'd been given incorrect information. She said she'd spoken to the Cardiff Store Manager and that he was happy to reimburse our petrol costs.
By this point we'd picked out a set of lights and a water bottle for the bike. "I'll charge those to Cardiff and you can have them" she said. Things were improving.
" Where do you live ?" She asked next. " I can take the bike in the back of my car to the Pengham Green Store in Cardiff tomorrow, when it has been assembled , to save you coming over to Newport". Blimey, result. " Yes please if you're sure" I said. WOW & recovery !
Such a great example of two things
1) An individual going the extra mile - thanks Sian at Tesco Newport
2) Ouch, Wow &; Recovery.
Research shows that customers whose problems are resolved are much more likely to stay loyal & to tell their friends how the organisation redeemed itself.
I'm still gobsmacked at the service that Sian gave us. It really did turn a bad situation round, At the moment Tesco can do no wrong !
20 minutes later we were at the bike shop in Tesco Newport. A Manager came over to us and and said she was really sorry but that the bike shop closed 20 minutes ago. Double ouch !! She apologised to us on behalf of Tesco and was sorry that we'd been given incorrect information. She said she'd spoken to the Cardiff Store Manager and that he was happy to reimburse our petrol costs.
By this point we'd picked out a set of lights and a water bottle for the bike. "I'll charge those to Cardiff and you can have them" she said. Things were improving.
" Where do you live ?" She asked next. " I can take the bike in the back of my car to the Pengham Green Store in Cardiff tomorrow, when it has been assembled , to save you coming over to Newport". Blimey, result. " Yes please if you're sure" I said. WOW & recovery !
Such a great example of two things
1) An individual going the extra mile - thanks Sian at Tesco Newport
2) Ouch, Wow &; Recovery.
Research shows that customers whose problems are resolved are much more likely to stay loyal & to tell their friends how the organisation redeemed itself.
I'm still gobsmacked at the service that Sian gave us. It really did turn a bad situation round, At the moment Tesco can do no wrong !
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