It pains me to say that I've another update following the last twist in my Asda Home Shopping saga.
OK, so here's the thing. Mistakes happen, but if you solve the customer's issue then you can actually strengthen the customer relationship, irrespective of the facxt that you made a boo-boo in the first place.
But it also works the other way as well.
If you screw up during your efforts to make amends then you're just adding insult to injury, and that customer relationship is broken forever. It's not rocket science.
So I finally - finally! - got a very contrite call from Asda's customer service team. I can confirm that they do indeed exist. Keep your eyes peeled for bigfoot, Nessie and the Easter bunny - it might be catching.
Lots of apologies followed, and an explanation of why my delivery never happened in the first place - it was the first day of the new 0800 number for home deliveries and due to a 'technical' error, twice as many orders were processed as should have been. Hence, they culled half of those orders. I was amongst that half. Fair enough. Still doesn't forgive the fact that they didn't tell me.
That was the fault of the local store manager, apparently, who assumed (and when you assume things, you make an... ah, you know the saying) that the Home Shopping call centre in South Africa would mop up the problem. Not the case. Which is where this whole journey started.
But as it transpires these explanations and apologies were merely empty words.
To rectify my problem, the customer services team member I spoke with agreed to have my goods delivered specially free of charge to my house at a specific time - none of this two-hour window stuff that you usually get with Home Delivery, but then Asda is trying to build bridges here. It wants my custom. Doesn't it?
"Free delivery" is a phrase I've heard three times in the last 36 hours. From the contact centre team ("you'll get a call to reschedule your delivery, and we will ensure that you aren't charged for this delivery"), from James the manager/sacrifical lamb who called me the following day and Jordan the day after that.
So I was stunned when the delivery arrived. Frankly, I felt like it was a personal affront. Items missing that I've been billed for. Items exchanged that are entirely inappropriate (get this: QUORN REPLACED BY BEEF!? What would Morrissey make of that!?). And here's the kicker - they've charged me for delivery.
Normally at this juncture I'd dissect the issues and explain what business lessons we can take from this. But they're pretty self explanatory really.
This ain't over.
Update 4/2/11:
A good thing that I took the direct dial number of the customer service team member who had earlier called me - a quick call to communicate my ongoing satisfaction seems to have brought this matter to a close. I will not be charged for my shopping. Nonetheless, the whole experience has ensured that I shall no longer be buying groceries from Asda Home Shopping. Do so at your peril.
Update 11/2/11:
An Asda gift card and formal note of apology dropped through my door today - emphasising that "we agree that the series of problems you experienced were unacceptable". The most important thing, of course, is whether they will fix the problems. The letter stresses that they have been discussed with the bosses... so only time will tell.
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Re: Your last twist in my Asda Home Shopping saga.
Noted your comments - see my reply please.
Re last twist in Asda Home Shopping
I am one of those dreaded Home Shopping Colleagues you referred to and indeed a driver...to your doorstep, amongst others.
The plain fact of the matter here, is that Asda (child of WahlMart) is trying to grow the HS business as aggressively as they can with scant regard to staff, in particular to the HS drivers.
The HS computer problems over the last 4 weeks are not over yet, and whilst Head Office might say it was due to the deployment of an 0800 number, the system fell over one Sunday/Monday night. When recovered, it spewed out duplicate and rubbish orders. Hence the confusion and headless chickens.
Not out of the woods yet, but slowly getting there. Still trying to maintain the 2 hour delivery slots. Lol.
Lets look at some important key info:
An HS Driver gets paid £6.37 an hour. Shifts can vary, dependant on city/store locations but typically can be 9am-2pm, 9am-6pm, 1pm-10pm or 5pm-10pm. Orders per van can vary between 5 - 16. A customer's order can vary between 3-20 crates - green totes the van carries. A tote should not weigh more than 12kg when loaded - but they always do as HS Pickers are required to pick as many as 100 items an hour and complete as many orders as possible. HS Pickers start at 4am @ £6.37 an hour.
The order system is known as ORS. The computer is supposed to know all about driver availabilty, customer order and location, all determined via Satellite GPS. Just as well the vans don't use it, as the drivers would never be off the phone advising the store where they were, never mind customers.
Remember the great hourly rate of £6.37 ? A checkout attendant, or canteen assistant gets the same rate. But an HS Driver is expected to hand carry, potentially up to 20 (12kg+) totes to a customer's front door...and they could live on the 9th floor of a block of flats within a certain time. Whilst a canteen colleague fries bacon or makes soup. YOU do the math here !!! HS Drivers end up with too many runs far and wide leaving no time for breaks or lunch just to make sure the afternoon or evening slots are delivered to on time. And that usually means unloading/loading vans on their own.
So is it any wonder why Asda HS is so rubbish, when they can't even pay the hardest working staff - HS Drivers - out 10am-10pm 7 days a week, in all weathers (remember the recent 6 week snow gridlock ?) a decent wage. Just barely over the national minimum. Tesco HS took their drivers off the road for a week during the recent bad snow. Not Asda up North, their Leeds H.O. overruled store GSM's trying to follow Tesco's lead stating - we MUST get orders out, never mind Driver Health & Safety. BTW...Tesco HS Drivers get paid £1 an hour more than Asda.
There's some insight into what goes on behind the scenes. Let's not even talk about Side Loading Vans.
At the end of the day, it's all about managing your customer's expectations of the service they've bought into. Sure problems happen, but keep your customer fully informed throughout the whole process and your job's half done ! Most customers will buy into that. Companies that use overseas call centres have only themselves to blame, as the customers I meet on a daily basis hate the idea with a passion, as is no follow up phone call or email to advise.
Home Shop (with Asda) at your peril....buyer beware lol :)