MANAGER NEEDS TO LEARN BASIC CUSTOMER SERVICE SKILLS

I was your customer until you showed me no respect!

This morning we went to look for mosaics to do an outdoor art project. We have spent well over R100k in the last few years in this store but actually that doesn't matter - regardless of the value.

We received good service from the young rep - so this is not directed to him at all. We chose our mosaics and gave him the order. Unfortunately, some of pebble mosaics were out of stock but the young man was helpful and said he would see what he could find. He returned with about 8 sheets and lay them down - about 3 had lost most of their pebbles and were mostly just net and the other 5 were scratched and filthy but also missing one or two pebble. He said that he would call the manager and see what he could offer us assuming we were interested.

The manager came - looked down at the tiles and told the young man, "These - 40% off ... and these, stick the pebbles back and give them a wipe and charge full price." We were absolutely flabbergasted! Firstly, he never looked at us or address us directly - first complaint! Secondly, these sheet were all not suitable for resale and it was cheap and insulting! What he should have done was - "Hello Mr Customer! These aren't really saleable. But I understand for your purposes, it may work. Make me a reasonable offer." Or something like that. So glad that this man is not employed by us! Very sorry for this franchisee.

Anyhow, we left immediately. We went to TileAfrica in Springfield where the service was excellent, the store much nicer and the product range of a higher quality. R8k later, we left as happy new loyal customers!