A lot of the feedback we get through your store your say is about how friendly we are and how we greet everyone with a smile. We’re a proper part of our community and have a lot of regular customers, so we also get a lot of nice comments about the personal touch we give.
We wouldn’t have known about any of the negative stuff before your store your say; we were getting good turnover and our customers were coming back again and again. But I imagine we could’ve become a bit complacent if they couldn’t tell us what we needed to get better at.
One of the big things for us was about how we worked our deliveries. A customer left a comment saying we had too many trollies on the shop floor, making our aisles difficult to shop. At the time we were just thinking about getting the stock out as quickly as possible to make our availability better, but having feedback saying that it wasn’t going down well was invaluable – we wouldn’t have known otherwise.
A bit of a refresher
All of our stores had a bit of a refresher on your store your say a couple of weeks ago and we were used as a good example, which felt great! Everyone was asked to make a few commitments of things we could do to help us continue to get customer feedback.
For us, it’s about not being pushy or forceful when talking to customers about the survey, and doing it in your own way, so it feels natural and genuine.
We’ve also committed to having customer compliments printed out and displayed in the back area, so everyone gets to see when someone has been recognised. It’s a chance for us all to get together and celebrate and is more of a team building thing for us now.
Just saying ‘well done’ to people after they’ve done a good job can really send them home happy.
Customer Team Member, Waterloo