Shocking service from staff and management

<p>As I do most afternoons, I stopped at the Pick n Pay at Chilli Lane yesterday afternoon after picking my kids up from school. </p> <p>I have had my issues in the past with terribly rude cashiers that don't bother to greet or simply carry on having discussions amongst themselves. I have , on numerous occasions, managed to make it through the entire transacion at the till without so much as a word from the cashier. The experience at CHilli Lane is NEVER a pleasant on, as you cannot make it through the store without a minimum of at least 3 Pick n Pay staff members either blocking the way while having a discussion with each other or pushing past you with not even a hint of an apology.</p> <p>Yesterday, I was pleasantly surprised when I was greeted with a smile by Melusi and asked( rather than being barked at)if I would like plastic bags. </p> <p>The bags scanned fine, but as soon as Melusi tried to scan any other item .......nothing.</p> <p>Melusi pushed her little button to notify someone that she needed assistance, so we waited.........and waited.........and waited.</p> <p>It took a total of 10 minutes for someone to bother to even look like they were going to assist.......by this time, the line behind me had grown and people are starting to give my kids and I looks as if we are the reason they are being delayed. Just as I mentioned to Melusi that I would leave everything where it was and walk out if nobody wanted my business, she sheepishly apologised and excused herself to get someone to assist. </p> <p>She came back to her till soon after, followed(not with any sense of urgency I might add) who was chatting to people and stopping along the way. This woman then proceeded to dawdle over and stop at the till next to mine, meander over the the cigarette counter, get a carton of cigarettes on request from the cashier next to mine and then strolled over to Melusi. </p> <p>On finally getting to the till I was at, this woman didn't introduce herself or bother apologising for making me wait..........instead, she just spoke to Melusi and rebooted the till.</p> <p>Melusi scanned my purchase items as quickly as possible and still sweetly offered to pack my bags as I had already told my kids to start packing to speed things along.</p> <p>I thanked Melusi for her assistance and headed towards the manager's office.</p> <p>On stepping to the manager's door and stating that I would like to make him aware of the situation, I was not greeted, he did not introduce himself and didn't even have the decency to stand or ask me to step into the office. Intead, I had to have the discussion(and I used that word loosly) out in the open for everyone to hear. The only time the manager actually bothered to step away from his computer was when he cut me off while I was telling him what had just transpired and loudly stated that she should have come to him.</p> <p>As I attempted to defend Melusi's service by stating that she was the only person throughout my entire experience to smile and treat me as a valued customer, I was again loudly interupted by the manager stating that she should have come to him.</p> <p>I actually had to interupt the manager to tell him that I was not going to argue about the situation before he said that he would attend to it.</p> <p>I headed back to the till where my kids were standing and thanked Melusi for her excellant service and for her assistance........I don't think she heard a word I said as she was already being yelled at in front of all the other customers, rather than things being dealt with in a proper manner.</p> <p>To Pick n Pay management, I would like to just say that people like Melusi are very rare in the service industry at the moment. She was sweet, polite and helpful.....all the things that I would think that a company would look for in fronline staff dealing with customers daily.Staff like that should be rewarded for that instead of being yelled at and humiliated in front of the entire store. </p> <p>I no longer feel the need to tollerate the total lack of respect and proffesionalism from this store. Your management at that branch has made it very clear on more than one occasion that it really makes no difference to them whether I shop there or not. I would suggest that action is taken soon before you lose more customers</p>