Late morning today Joe called the ABC head office and asked for their customer services. He was told if he had a complaint to put it in writing. Assuring them that he wasn't complaining but was looking for help he was permitted to state his case. The reaction was say that staff were on day off as they had worked the weekend and had Joe called the marina again that morning? Clearly the mission statement where ABC wants to delight its customers was not operating today, or yesterday for that matter. Anyway, Head Office staff person said she would get someone to call.
To date, no call has been received.
So, two personal visits to the marina office, three phone calls to the marina and one to headquarters and Nada, nothing.
We abandoned any thought of using ABC Leisure Group and visited Uplands marina where we got a good instant response from a competent person who has taken our booking and our fee; done and dusted.
So Edward Helps, MD ABC Leisure Group, perhaps you should look at the culture of your company a bit more closely because clearly the lack of genuine customer focus at operational level AND in Head Office is something I would be very concerned about if I was in your role.
ABC Leisure Group Mission Statement...
Or weasel words for the web.
Our Mission Statement:
ABC Leisure Group Ltd aims to be the leading provider of products and services associated with canal boats.
We wish to delight our customers in everything we do so they will recommend and use us again.
We recognise the importance of the Company's greatest asset, our employees, in achieving this.