Let’s have a Worst Customer Service contest!
I’m going to nominate Fabricland on Merivale Road for their absence of customer service.
I bought thread there yesterday. In fact, I’m a card-carrying member of Fabricland, and I go there fairly regularly. So they weren’t just having an off-day.
I got to the cash with my three spools of thread. There were two cashiers at two cash registers. One was serving a customer. The other was doing something at her cash…I’m not sure what, but I stood there for about two minutes, waiting for her to finish. She did not acknowledge me in any way.
When she was done, she turned her attention to my thread. She rang it through, took my club card, applied my discount, and processed my credit card, all without saying a word to me. Then she handed me my receipt and turned away. She was perfectly competent, but it was like I didn’t even exist. I was merely a transaction.
“You’re welcome,” I said.
It’s not like I have outrageously high expectations of customer service. But shouldn’t a human being provide at least slightly more personal attention than an automated checkout machine? Is it asking too much to expect a hello and a thank you when you shop at a store?
Some of the staff at Fabricland are friendlier, but my overall experience of their customer service has not been great. For example, I don’t ask for help because I sense they don’t really want me to.
I think it goes beyond the individuals who work there. Fabricland needs to take a good hard look at itself in terms of its corporate messaging. I was considering taking a sewing course there, but after reviewing the print-out and visiting the sewing class page on their website, I decided not to. It just didn’t sound like it was going to be any fun.
That’s my nomination for the Worst Customer Service contest. I know there’s worse out there, and I’m looking forward to reading about them. The contest is open until August 31st, and then we’ll vote. I’ll send certificates of nomination to all the nominees, so they’ll know they’re being considered for this most prestigious award.