Last night's Mary Portas Secret Shopper on Channel 4 was a perfect blend of evidential documentary and Ms Portas tackling dreadful customer service. My favourite moment, when the owner likened his store's clothes to fast fashion which meant the garments 'had the life span of yogurt'. Mind you the 'if they're filming and show it on TV I'll sue them' followed by the shop assistants giggling was a close second.I was confused by the choice of Braintree as it is mainly an outlet village, I know I did a photo shoot there once to promote the brands etc. I choose the grey ones from the shoot! There was no glamour in it just like the task Mary is trying to tackle!
Dear Kate, I laughed at those bits too. His face when Mary showed him the footage! I have it on series link xx
ReplyDeleteMissed it... damn! Will try iplayer although along with the phone line the bloody internet now is intermittent..arggggggg!!! This year has just got to get better ....please xx
ReplyDeleteWhat makes me so livid is that whether high-end (they justify it by confusing 'snootiness' with exclusivity) or high street (where they make crass comments like th yoghurt ones) certain managers DO treat their customers like dirt.
ReplyDeleteAnd sometimes even in the smaller places where you wouldn't expect it- as if the shop owner wants to emulate what the big stores do.
If someone dislikes shoppers, why become a retail manager?
I missed that part, only realised half way through I was missing the show! I think a big part of it is that the poor shop assistants get treated like dirt by their management, and they pass it on to the customers because they are so miserable. The girls in the show seemed much happier once they were actually being treated as though they were important, not automatons. Treating people nicely doesn't cost anything, and goes a long way at any level x
ReplyDeleteHi there-oh I missed the show, but did see a pilot, looks like a real eyeopener with management and staff!! I've been to Freeport in Braintree twice and I won't be going back, wasn't impressed-I did get my wellies from there, but its not a place I'd rush back to!
ReplyDeleteArgh, I missed it! Will have to check out iplayer and see if I can catch up.
ReplyDeleteWasn't it a good show? That Chris George was a shocker, I can't believe he'd never even visited his staff before, no wonder those assistants were so apathetic and uninspired. It only took a bit of interest in them to buck their ideas up. xxx
ReplyDeletePS Thanks for the sweet little note, Kate, it really brightened up my day yesterday.
I thought that branch was a weird choice to trial a new concept at too. I enjoyed the show though.
ReplyDeleteI've recorded it - OH wouldn't have it on!
ReplyDeleteDammit I missed this - OH insisted we watch Indiana Jones instead! Must catch up, it looks interesting...
ReplyDeleteMust watch. Thanks for the reminder.
ReplyDeleteI seriously have to watch it! Jen already talked about it and why do I never know these things are on? Sigh.. :P But i'm going to catch it later! I can't believe he would say that! Good on you taking a designer clothes challenge, at least you know your clothes were loved and taken care for, and they certainly aren't in a lifespan of a yoghurt! : )
ReplyDeleteI've just watched it, how amazing is it that a business owner is suprised that an improved customer experience would effectively increase their sales! Had a bit of a crap customer experience before Xmas when my mum and me went to a branch of a sportswear chain with the expectation of spending a few hundred quid on products in store and faced six members of staff stood behind a till (Not serving anyone) and they would not help find items or order it in for us. One member of staff tried to get us assistance and basically was told they were interested in helping! We had to walk out without spending a penny and I felt embarrassed that they would even help us.
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