Customer service award
I recently contacted the club regarding the attitude of two site wardens,which lacked empathy with the needs of their customers,and gave no apparent consideration as to whether discretion could be exercised.
I was surprised that a Regional Manager of an award winning organisation would include the following in their response,
” You mention that this is the second time you have experienced such a welcome.I am afraid that this is what you will experience in future too”
I have on many occasions experienced an almost combative attitude from wardens.I on the other hand always endeavour to be polite and accommodating.I accept it may be a defect on my part,so I wonder if any other members can shed any light on this customer service issue
Comments
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You have hit the nail right on the head.These days customers do expect that the club exists to provide a service to them,it is a business like any other.Members using sites are engaged in a commercial exchange,and not experiencing an act of charity.
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Surprised that a Regional Manager would write such an undiplomatic reply.
We have never had a problem on any site with wardens be they CMC, C&CC or private but I dare say the day will come, such is human nature.
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Over the decades of using CMC (CC) sites I have never had any problems with any Wardens.
The best wardens, are those who demand that the customers using the site comply with their employer's on-site rules. If there is any non compliance of those rules or if the customer abuses the warden, the customer should be ejected from the site immediately and their details passed to head office who would cancel their membership for life.
K
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Wow,you certainly adopt an uncompromising stance.Would you be in favour of the same approach being adopted with wardens,in the interest of equality?But wait,on further reflection,perhaps dissenters should be referred to the a Head Warden for suitable discipline.
But seriously,I agree that the vast majority of wardens do provide an excellent service.But I do not agree that inappropriate behaviour by some individuals should therefore go unchallenged.
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Would the original poster be the same Steve Welsh, started this thread Customer focus ?
Let me summarise, I turn up early and it is unreasonable for me not to be let onto the site. Rules are for little people not me blah blah.
I assume that the regional manager’s letter didn’t use a well known two word phrase or saying ending in off. The Regional manager has shown commendable restraint.
Mr Welsh needs to understand, that discretion also means saying no as well as yes.
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Out of interest, Steve, how many are the "many times' you've experienced a "combative atitude" from the wardens, and in what situation?
I could give you my experience of this, to the nearest round number - and it would be as round as number can possibly be!
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What sort of requests and what sort of extremely unhelpful responses, David?
For myself, I check in, choose a pitch, let the wardens know and that's about it apart from the occasional "good morning" or whatever. Not saying the club justifies an award particularly but just curious to know why folk should find reason to be upset by the wardens.
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The few times I have used a Club site the Wardens would certainly get my vote. Booking in has always been done with politeness and a smile, a brief "hello" in passing, what more do I want as I am very capable of tucking myself in at bedtime.
By booking a pitch I accept all rules laid down, adhere to them so no comeback, no whinging, life's good
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” You mention that this is the second time you have experienced such a welcome.I am afraid that this is what you will experience in future too”
Glad to see the club is spelling things out in language anybody can understand.
About time too.....!
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Yes,I am that same person as you surmise.
Perhaps if you would take the time to revisit the original thread you would see quite clearly that my issue was not with being told that I would not be allowed on site before the stated time,nor did I ask to be allowed to do so.
Your comment regarding the Regional Managers letter is distasteful,I suggest that you should exercise some restraint.
Discretion involves the freedom to decide what should be done,in any particular situation.Your view seems to be in agreement with many on this thread,that is that the rules should be applied rigorously.In which case wardens are not free to exercise any discretion.Your final point is therefore redundant.
Your moniker seems to me to speak volumes.
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Just to clarify,My complaint was not about not being allowed onto site before the given time,which I did not ask to do,nor about club rules,but the attitude of the wardens,on two separate occasions on the same site.
I do not understand why you,and at least four others who liked your comment,think it commendable that a Regional Manager should tell a member to expect to experience such behaviour in future.
Not do I understand why you should characterise me as a “whinger”,for raising the issue.Like you,I do not receive charity from the club,over the years I have paid probably thousands in membership and site fees.Constructive engagement with such issues is what the club itself encourages(see for example recruitment criteria),and who knows may even improve the experience of other members such as yourself. Criticism does not equate to whinging.
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I was surprised that a Regional Manager of an award winning organisation would include the following in their response,
” You mention that this is the second time you have experienced such a welcome.I am afraid that this is what you will experience in future too”
Well said regional manager. Sounds a little like my preferred style of diplomacy - otherwise known as tell them as it is!
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I just find it amazing that folk will write a letter of complaint, because they got something wrong, and then complain about the response which tells them that. Hopefully the reason you have come across this is that entry times are starting to be enforced.
In your original OP you do not say the warden was rude, just you were told that you were early and to go away / come back at the appropriate time, plus wait in the car until at the head of the queue. Both very reasonable requests. Perhaps the warden seemed a little exasperated, which I can understand. Given the information you were sent re arrival times.
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Boff-to my knowledge means a ‘quick slap’🤔
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” You mention that this is the second time you have experienced such a welcome.I am afraid that this is what you will experience in future too”
This is obviously only part of the letter and is perhaps easy to take out of context. I imagine what the Regional Manager was getting at was that if you turn up at a site too early and are asked to leave and return at the correct time that has to be done in an assertive manner to avoid any room for discussion or argument. I am sure wardens have to manage a lot of different situations. I am not sure empathy comes into it if your initial actions are the cause of the problem. If this doesn't apply to your other post perhaps a few more details of why the warden was given cause to react in such a way.
David
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As someone who spent a working lifetime in the service industry, it occasionally pays to be slightly more assertive when dealing with an individual who might be wilfully disregarding advice previously given.
Whilst one should always try and maintain a professional approach, this doesn't always work with a tiny minority, who either think the rules don't apply to them (arrive after a certain time), or seem to think that the person delivering the service is somehow beholden to them, as in "I pay your wages". It seems that you didn't learn from your initial mistake, but have gone on to repeat it. My sympathies lie with the Wardens, they have a job to do, have done it. Not to your satisfaction, but you have now had that reinforced from a regional level. Your next move will determine just how reasonable you actually are. Be thankful a none member of staff didn't get involved and advise you in a less professional manner, just how irritating such behaviour is to everyone!
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