Shocking Service

<p>I have to start by saying that BP used to be one of my favourite brands in fuel industry. I'm extremely brand conscious because I studied brand Leadership and am at my Masters level now. So it takes a lot for me to be brand loyal to one particular brand without over analysing it. But with BP i made sure that me and my family and loyal to the brand and they have managed to retain us for many years. Today all of that was simply taken away within a few minutes. Service is everything and i find it hard to believe that some employees are struggling to evolve with brand and its vision to grow and retain clients. Every touch point of a brand is important, but the one that’s the greatest is that of customer service. This is the first point of contact BP or any brand has to make an impression to a client that could potential be loyal to your brand for many years. It breaks my heart that the lady who was shockingly rude to me has no clue about service or even can comprehend the transition of consumer and brand relationship. A lady called Rendani treated me like a piece of trash. This is in a brand new BP (Maxwell Drive) in Kyalami Waterfall just opposite Mall of Africa. Beautiful area, great image, but excruciating service. She made a mockery out of me when i asked her to give me a few minutes to see whether ill be paying cash or card. She demanded me with an attitude to go park elsewhere. I said to her, that’s fine but you guys are not busy, there aren’t any cars so I’ll move as soon as other cars come if at all i'm on the way. She stood behind my car and got the first car that came to park behind me when all the other tanks were open just to move me away. I decided to just pay by card. But when i called her she ignored me and started shouting on top of her voice of how she won’t help me, and saying who the hell do i think i am. she caused a scene and started throwing negative remarks about me. Had to wait for someone else to come help me. As the other person came, i asked for the manager. She laughed on top of her voice saying, Go for it- call him i don’t care. She was even telling the other petrol attendant to go to the office and call the manager. She laughed and kept on throwing negative remarks and insulted me continuously as i waited for the manager. To find the manager was not there, so a young gentleman came and said he is not the manager but is very sorry and would escalate the matter. What was even shocking was that she continued to stand there thinking this is all a big fat joke. The gentlemen apologised and took my numbers and promised to call me back. When i got home to tell my husband my experience. He told me, he also had a bad experience at the same garage. And when i described the lady we found that it’s the same person as per our descriptions. We were both shocked as were so happy that we finally had a BP close to us and that we don't have to drive a long time to one as we were so loyal to the brand. I drove away with such sadness and disappointment. I could not believe that there is still people who say they are at work but yet conduct themselves in that manner.</p>