"Same store, same day, very different service!"

A review of B & Q DIY Supercentre by David Elliott written on Tuesday 24th of April 2012

I visited the Scotswood Road store in Newcastle on Sunday 22 April. I was only there between about 11.20 am and 12.45 pm but the different level of customer service I received from different staff was amazing.

I was looking for some drawer handles and wasn't sure where to look upstairs. I asked a passing member of staff who asked what sort of handles I wanted, pointed out exactly where they were and suggested I just come back and ask him if I didn't find what I wanted.

10/10 for that experience

I located the handles I was after but thought they might be availabile in a different colour. Another member of staff was busy on the lighting shelves so I approached her for help. As soon as I mentioned handles she immediately said 'Can I stop you there. I'm on lighting and I don't know anything about handles. If you go to the desk in the middle they'll be better able to help you.' I was disappointed. She could easily have said something like 'I'll just take you over to the counter and they'll be the best people to help you with handles' It wouldn't have taken her a minute.

1/10 for that experience

I found my way to the central desk where 5 members of staff [4 men and one woman] had congregated. Two of the guys were behind the till, two were standing in front completely blocking customer access. They had their backs to us and made no effort to move. Nor did the 2 staff facing us alert them to the fact that they were blocking our way.

0/10 for that experience

The lady spotted us from behind the other staff members and immediately offered to help. She checked the colour availability on the handles and went over to the display with me to help me choose the ones I wanted. She was most helpful

10/10 for that experience

I took 5 packets of 2 handles back to the same desk as before where the 4 members of male staff were still in conversation and blocking access to the desk. When I put the packages on the counter the 2 in front of the desk and one of those behind moved off elsewhere leaving one man behind the desk.

There was no greeting or pleasantry of any kind. He said 'Are you buying?' [don't know why else I would have brought 5 packets of handles to the till]. We said yes. My partner had her credit card out and he said 'Are you paying by card?'. We said yes. The rest of the transaction was completed without a further word other than 'Just enter your PIN'. The total cost of the transaction was never confirmed and the word thank-you never crossed his lips. He then told me that he didn't have a bag and offered me the use of a large pull along basket which I declined. He directed me to the front tills for a bag but completely omitted to tell me that they cost 5p

0/10 for that experience

Subsequently we went to the cafe for a cup of coffee. The lady who served us could not have been more friendly and helpful

10/10 for that experience

Just goes to show how much you rely on your staff! Sadly it is the bad parts of my experience that will stick with me which dilutes or negates the excellent work done by those members of your team who clearly understand what customer care is all about

I hope you find my comments helpful

David.

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