1. Over charge by £10 per bag of feed where possible (most people won't notice and those who do can be placated with a smile and "sorry") 2. Advertise products online that you don't stock (this'll draw people in who will then buy something vaguely similar as they won't have time to go elsewhere) 3. If someone really wants something you don't have, tell them it'll be here Tuesday (it might be, or it might not, they'll enjoy the excitement of not knowing!) 4. Don't bother labelling rugs for cleaning, or telling customers when they're done, when they really need the rug they'll come looking for it 5. If you're not sure if something is in stock charge the customer for it anyway, then if it's not in stock they can come back for it on Tuesday (possibly ) 6. For loyal customers who need a bit of extra excitement in their life, tell them one of the products they want isn't in stock, then wait til they've loaded the car to tell them that actually it is, then they can have the fun of queueing and paying all over again!
Well it must be working because they seem to be a thriving business
Feel a bit put out now as I can't get service like that.
My local shop, 200yds from field lets me take stuff when I forget my purse and pay next time I'm in, suggests I take headcollar/bit/bridle etc to try for size and pay if I want it though they are cheeky enough to like it back clean if it's not the right size, they order any food I want, go to great lengths searching all their catalogues for the right bit. I must be doing something wrong! ;D
I had an experience like that once went in and ordered something they said it would take 2 weeks so went back they hadn't ordered it, was then told it would take 4 weeks and this carried on for 4 months (but I was naughty and got it somewhere else) but I thought I would go in just to puss them off and tell them I didn't need it, when they said they couldn't get it and hadn't been able to for 2 years so I was fed a load of lies! I'm very careful what I get in there now and if they don't have it in stock I travel the extra miles to go somewhere else
I think we should all start demanding a proper service, what has become of us, that we let things like this go. maybe we all need to go where you get good service, that will make the dire set ups raise their game or fail in business
Post by anastasia55555 on Dec 29, 2011 22:17:28 GMT 1
Ive found they are actually the most expensive round her by a couple of pounds! also their customer ordering service is appauling. Ive gone further afield now, but a local in the pub i work at has a unit next to the feed place so picks stuff up for me or if i buy a bulk load they deliever every tuesday in my area. I still get dog food and damaged bags of wood chip/shavings in countrywide and i did get pols rug in the sale. But they dont get my regular feed and haylage order anymore!
As an ex Countrywide employee, I somehow guessed this was in reference to them from the OP! Just my experience/opinion in response to your points in the opening post:
1. CW charge the same amount in all their stores rather than allowing regional differences. Some of their stores are in affluent areas, others aren't. They rely on the trade of people coming on and buying a bag or two of feed (and maybe an item of joules clothing) for the convenience moreso than those buying in bulk. Even with staff discount it was cheaper for me to buy elsewhere.
2. The stores are categorised by size. The website shows stock available in the biggest stores - if your local store is smaller then they won't have the ability to store all the range (eg. you wouldn't expect a tesco express to have the same products as a tesco extra even though the website displays them).
3. The problem at Countrywide is that everything is delivered to the main warehouse and then distributed to the stores rather than it being ordered direct from the suppliers to the individual store. This not only increases the time as it has to travel twice but also it means the store are relying on the main warehouse to get it to them. When the wagons are full (especially at this time of year) then pallets get missed off so it is pot luck what the store receives (this is often also quite different from what their paperwork says should be delivered that day hence the false promises of things being due in). The stores have their set delievery days so if something doesn't come in on one delivery, they can't get it until their next sheduled delivery.
4. This shouldn't happen and is a store issue. The rugs are sent to a sub-contracted company who are actually very efficient and provide the store with everything they need to make the process smooth and arrange prompt collection and delivery with a courier. The problem comes when a 'non horsey' member of staff tries to label the rugs up as you need to put make, size, and repairs needed etc. They should have a triplicate book (provided by the rug cleaning company) so you, the store and the cleaners all have the same information.
5 and 6. The computer system is VERY outdated and despite staff's best efforts, it is not to be relied upon hence mistakes being made.
Basically, IMO, whilst the top guys in the company (especially the CEO) have the right ideas, a lot is lost in translation and the problems the customers receive in store are as a result of middle management and head office/warehouse issues. Unfortunately for the staff in the retail stores, it is them who are left apologising to the customers on a daily basis for things which are genuinely out of their control.
I'm one for shouting about good service when I find it so anyone in North East Lincolnshire should take heed of my shameless recommendation for Darren at 'Wild Bird Direct & Animal Superstore' in Immingham. I've only just discovered them. Nothing is to much trouble, well stocked, well informed, bargain offers, delivery (I think is free) and a welcome cup of hot chocolate when you visit. Best feed supplier I've used in over 30 years
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