Could the experience between two stores representing the same chain, get any different?
(To go directly to the punchline: Masterton gets a big thumbs down. Willis Street gets a hearty thumbs up, and a happy repeat customer.)
In the interests of "shopping local" and keeping local money in the local economy, last Saturday morning, I rang Health 2000 in Masterton, to ask if they could order me in some items that I'm aware they didn't have on the shelf.
I had previously gone to the store with the same request (and, I am pretty certain, dealt with NOT the same person as answered the phone on Saturday), and it had been a "no problem" exercise, with the items arriving in-store reasonably promptly and my grateful collection of them.
On Saturday, I rang the store, attempting to repeat the same exercise. Pretty sure I got a very different woman this time. Certainly, the experience (which I perceived as frosty and uninterested from the outset) was VERY different.
I asked if she could order me in some Vitamin D3 and K2:
Health 2000: "What brand?"
Me: "I'm out of it now and I didn't keep the empty. What can you get in for me?"
Health 2000 snaps: "I need a BRAND."
Me (Thinking. Trying to remember brand of last purchase.) . . . .
Health 2000:
Click. Phone hangs up.
Wow. Way to reward a customer for trying to shop locally, when their alternative choices include but are not limited to:
-
Healthpost
(excellent value, service, professional advice over the phone, and speed of delivery)
-
iHerb (excellent prices and speed of delivery)
-
Any other vitamin shop in New Zealand, most of which would be pleased to have my regular custom and post my (very large amount of) purchases of supplements to me.
So, yesterday, in central Wellington for some serious dental work, I stopped in to Health 2000's Willis Street outlet.
I asked if they had a particular product (a large-volume hair conditioner) in stock. They didn't, but they would be very happy to order it in for me. Which of the varietals in that particular range would I like?
Today, a friendly call from the store manager: So sorry, but we're not able to source in that particular varietal - but there are several others in the range. (Reads them out to me. I select.)
Half an hour later, another friendly call from same store manager at Health 2000 Willis Street:
"I am SO sorry, but I have called through to Australia to source that particular varietal and I'm told Sukin have actually deleted it. There are two others, though. Would either of these by OK?"
(Reads them out and I select.)
"We'll have them in, in the next few days, but if for some reason we haven't got them by the time you come through again next Friday, we'll ring you to let you know."
I mean,
really. Who would YOU rather spend your money with? (Let alone if you needed some actual
product advice.)
It's the quintessential no-brainer, isn't it?
UPDATE:
The only thing I appreciate more than the good service experiences I document here in
The Customer NZ, is when a "reviewee" takes the time to email me their thanks - which has been the very prompt case with Maria's (above shop staffer's) boss.
Here's the email he's just sent me:
Hi Jordan,
Thank you for your feedback, and I'm so happy to hear that you found Maria's expertise and knowledge beneficial during your interactions at Health 2000 Willis Street. As the current manager of the store, I have the privilege of continuing the legacy that Maria established during her tenure as manager before she passed the store over to me.
Maria, with over 19 years of experience working with Health 2000 and 14 years as the store manager, has left an indelible mark on our operations. Her abilities and insights into Health 2000 are unmatched.
It's reassuring to know that you've had such positive experiences under Maria's management and that her influence continues to shape the store's commitment to serving customers like yourself. It's evident that her dedication has left a lasting impression on the quality of service provided at Health 2000 Willis Street.
I appreciate your support and loyalty to our store and again for the positive feedback.
Kind Regards,
Jonny Green
Branch Manager
Health 2000 - Willis Street, Wellington
