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Which?

Pete > Pete Blog > Which?
14/04/2009 - 10:57 AM



Unique views 266 (311)

Which one would you choose?

I was stood in a post office queue the other day. It was long. I looked around. There were two members of staff. Above the head of one was a notice - staff training. The queue is usually long, but there are usually four counter staff and it usually takes about 5mins to get served. I had the choice of four options:
1 Stay
2 Stay and complain
3 Go
4 Go and complain.

Which would you choose? For an insight into you - put them in order of choice from first to last.

I'll start:

I chose option 1 - to stay. The post office is normally effective. There's always a queue but I usually have to wait five mins at the most. Today was obviously a bad day, but I needed to post the item and I calculated that I'd be 15 mins at the most. Luckily I wasn't in a hurry to go anywhere. In which case I would take option 3 and go, and come back later when I wasn't busy or when the queue had died down.
If it happened regularly I'd go and then write a letter of complaint to the management, but with suggestions of how I thought they could improve the customer satisfaction.
I would probably never exercise option 4 stay and complain.

Incidentally there was a person in front of me who was huffing and puffing, turning around hoping to connect with others in the queue so they could share the frustration. He tried to engage in conversation about how crap the staff were with me, but I could not be bothered. I'm normally chatty to anyone but this sort of person frustrates me so I shunned him off. It reminded me of aircraft delays and all that angst that people build up when a plane is two hours late (usually on a budget travel holiday last minute deal) You can spot the trouble makers cant you?

I'm so glad none of these appear to be photographers...oh hang on...

Comments

Boyd
Boyd  1011213 forum posts Wales11 Constructive Critique Points
14 Apr 2009 - 11:12 AM

Now imagine that your post office was the best in the country and a lot of the reason for that was that they've enjoyed the help and ideas from their loyal customers over their formative years.
Now one of these helpful customers pops in and hears a member of staff making rude comments about another one of the customers. This isn't on and so a complaint is made but unfortunately the management is more concerned about how the customer overheard the staff conversation and told the customer to keep his mouth shut and stop trying to cause trouble. Bloody trouble-makers, just imagine.
Smile

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roumeli
roumeli  6 Jamaica
14 Apr 2009 - 1:03 PM

There are two kinds of Post Officeís, the public/customer/punter have to differentiate between. The main Post Office usually called a Branch Office, run by people who are monthly paid by Head Office, and a Sub Post Office, run by a Sub-postmaster who originally had to buy the business to try and get a living from. Where do you think the best service is ?

Last Modified By roumeli at 14 Apr 2009 - 1:06 PM
Pete
Pete Site Moderator 1318436 forum postsPete vcard ePz Advertiser England96 Constructive Critique Points
14 Apr 2009 - 1:47 PM

Afternoon Boyd, this was a private comment that's now been blown out of context.


Quote: Where do you think the best service is ?

You may expect better service from someone who has to get a living from their Sub Post office. Although there's no reason why passionate employees or good boss cannot make a Branch run just as well.

KarenFB
KarenFB Junior Gallery Team 84257 forum postsKarenFB vcard England162 Constructive Critique Points
14 Apr 2009 - 5:34 PM

I was a Branch Manager. I worked damned hard and received no thanks from either customers (who always moaned they had to queue too long and the prices were too high) or Higher Chiefs (who made us go 20 miles at least one evening a month, unpaid, for more training).

I had enough and 'retired' about three years ago - it was the best thing I've ever done!!! Funny thing is, that post office was one of the ones that was 'closed'. But it's still running 'under special licence'. The Boss still orders her stock from exactly the same place in the same way, and her money comes from the same place in the same way. I think it's a sneaky way of privatising it, this way no-one will complain!! My Boss now gets paid slightly less per month, but she earns commission on all sales. Enjoy it while you've got it, the only way is down!!!!

LisaRose
LisaRose  7172 forum posts United States4 Constructive Critique Points
14 Apr 2009 - 7:56 PM

If I wasn't in a hurry, I would stay. I often have to wait longer than I want, but that's life, get over it.

If I was in a hurry, I would go, and come back the next day at a hopefully less busy time.

On rare occasion I would stay, and complain. But, I would try to make a complaint to the right person, not some poor kid that has no power over what's happening.

I have little tolerance for people whining in line, grow up already! It drives me crazy when they try to get me involved with it.

conrad
conrad  1010874 forum posts116 Constructive Critique Points
15 Apr 2009 - 11:33 AM


Quote: I have little tolerance for people whining in line

Same here. Hate whining anyway, but in a line you're holding up the others. And trying to involve them in whatever dispute it is that you're having with the person on the other side of the counter, isn't right, I think.

I sometimes just make a note of the name of the person I'm speaking to and inform them that I will be making a complaint. That gives them a last opportunity to do the right thing, and if they don't, I can walk away, giving the people behind me the chance to do their thing, but knowing that the staff member knows this is not going to be the end of it.

JJGEE
JJGEE  96233 forum posts England18 Constructive Critique Points
15 Apr 2009 - 7:36 PM

I would stay

A few minutes wait is far better than being fined for not renewing your car tax !

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