Idea of Customer service

I am just wondering if my expectations of customer service is too high.

Yesterday I went into a local cycle shop here, Ipswich, with the intention of buying some pedals and getting some advise on shoes etc as I hear this can help with knee pain etc.

Walked in and was greated by the staff at the till, no one else in shop, went to where the shoes were and sat down on the bench and started to look at the shoes and see what size I would be and if they looked "cool" or not.

After about 10 minutes of trying on different styles, fit and a general look around I walked out no comms at all. I could hear 2 members of staff at the till just chatting no attempt to come and ask if I was ok etc.

Well I had heard that this shop had gone down hill and lets just say I won't be going there again which is a real shame as I would like to support my local shop but if they can't be bothered why should I.

So now I am thinking 5 minutes of trying things on surely was enough time to be approached? Or am I being crazy?

What are others opinions of their shops and customer service expectations?

Which shop is it? Elmy's was always my go to shop.

Its not Elmy, always great service from them!!!!

you pay 17 year olds peanuts you get disinterested monkeys

Thing is they are not that young, most appear to be in their 20's and older.

Is Elmy the one down by the hospital?

I've been a couple of times to look around and once to pump up a flat.. I asked if they had a track pump spare and they took me into the back to use their gas pump instead.

Personally, I don't mind going into a shop and not being barraged with 'can I help you with anything sir?' by every person working in the shop. That way, I'm free to look around without being harassed and I know that I can go get someone if I do need help. Therefore, I wouldn't say it's bad customer service. If you asked for help and they were rude/unhelpful then it would be a different story.

still, point remains

I would have expected a cursory 'do you need help with anything?' at the very least

I had the same in a clothes store yesterday - was routinely ignored by the guy at the till, chatting to 2 or 3 of his mates - I intended to buy a shirt and just walked out. That's an indie store too, who I'm sure can't afford to lose many sure fire sales

Nope Elmy is in town near the College.

Exactly Eightball I would of expected a 'Do you need and help' if 2 members of staff are chatting at the till. Then surely one could of just asked, takes 5 sec's to ask and wait for a reply.

Wibble - I understand that and sometimes a shop can be too much on top of you straight away but after 5 minutes I would of expected something. Having worked in retail where you had certain time frames to do these things, I guess my basis for this is on how I was trained/told.

Looked it up, the shop I'm thinking of is Thomas's [sic] Cycle Revolution..

Depends what you want from a shop. I prefer a hands off approach, some people like to be waited on a bit more.

I dislike being approached by shop staff so would have been fine with this. I like the freedom to take my time among the merchandise and get a feel for what things the shop sticks and offers and what their pricing is like. If I had approached the staff and found them unhelpful, unknowledgable and unresponsive then I would have been put off, but can't see why leaving a customer to their own devices is considered bad service.
Maybe they thought that as you were cracking on with trying stuff out you were comfortable in what you were doing and would approach them when you were ready. Pity you didn't, you might have found them to be a really good shop prepared to offer you great deals and go the extra mile in helping you sort out a tailored pedal and shoe combination. Guess we'll never know how good they really are.

mumsnet >>>>>>>>>>>>>>>>

Looked it up, the shop I'm thinking of is Thomas's [sic] Cycle Revolution..

I go to the one in Colchester when I'm visiting family in Essex, they're really good in there. I did once apply for a job; I didn't get it, but Thomas himself phoned me up and apologised for a lack of vacancies, and we had a chat about cycling in Essex. Seems like a really good company, generally.

If you feel customer service is not up to scratch, why not talk to the manager about it? I'm sure it's better to give feedback than to go online and ask what's the whole malarkey this 'customer service' is about.

Your thread isn't up to scratch either.

I dislike being approached by shop staff so would have been fine with this. I like the freedom to take my time among the merchandise and get a feel for what things the shop sticks and offers and what their pricing is like. If I had approached the staff and found them unhelpful, unknowledgable and unresponsive then I would have been put off, but can't see why leaving a customer to their own devices is considered bad service.

I reckon there's a line on how to be approached.

Generally, when someone walked into the shop, a quick hello to acknowledge their presence and then leave them to their own device would be enough.

if they went straight to a certain section (says shoes, helmets, or locks), then I'd approach them offering my service after a short while.

If they're just walking around the shop looking at various items, I don't bother them, unless they're looking for assistance (which isn't surprisingly hard to spot watching their body language).

the staff at that particular shop have the right idea of not approaching customers straight away, but a little too over the top by not giving much acknowledgment that the customer actually does exist.

They definitely should have asked you if you wanted help if you were there for a while, it's standard retail customer service and they failed.

However if you did want help but you didn't ask for it, that's a failing on your part too. You can't expect people to read your mind. Despite failing on the first hurdle everything else they might have done following your request could have been impeccable and you would have forgotten the initial mistake and left the shop a happy man/woman.

^ this, if you need a hand, ask.

Whether they're disinterested, ignorant, annoyed with their boss or just busy despite appearing otherwise, it's your money so you make all the decisions. You should have taken control of the situation by approaching them, allow them the benefit of the doubt, and then, if they do prove to be gormless or unhelpful, go elsewhere, but do so having made a decision based on at least a little research.

Or just steal the shoes, they probably wouldn't notice...

"take control of the situation"? He was only trying to buy some shoes, not negotiate a hostage release.

"give me the fuken Sidis or the old lady fuckin gets it!!!"

Come out with your hands up or we send Scoble in to assist you.

Before you do, can I have your postcode please?

ha ha :)

TBH though, I actually hate people trying to sell me stuff, generally as soon as someone comes to 'are you OK sir' 'would you like some help with that sir' , I just walk off.... (brickman = ultimate anti-customer)
If I want help in a shop I go find one of them.

I'm the foot fucking master!