sometimes it pays to be honest.....

Lynton

Lynton

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Lynton (yes really!)
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Had a bit of a falling out with Tesco's the other day regarding the purchasing of a kiddies wardrobe and then 48 hours later getting a pathetic email stating they couldn't fulfill the order, and them messing up the £65 in clubcard points we converted to £130 to buy the wardrobe....

Sent an email to the CEO's office explaining my displeasure.

Phoned their customer care line to explain displeasure.


CC line - oops sorry, we'll send you a £130 moneycard which duly arrived.

Then today in the post another £130 moneycard from the CEO's office.

So phoned them up to tell them of their mistake and their response was

"Don't worry about it. Buy the little one's something nice from Tesco, such as toys with the other one."

:thumbs:
 
I work for Tesco Bank and that's one thing we are good at (as are Tesco stores), if a mistake is made, which does happen(it's only human), they will do what they can to keep a customer.
 
Two points first it was good of you to be honest. Not many like that around. Most would just say nothing. Second well done tesco tbh they are very good with customer care etc so good on them for letting you keep it.
 
Got to add that we had a similar experience with Tesco online. Bought a unit, they messed up on delivery so credited us £10 back as a goodwill gesture for the inconvenience. Delivery was rescheduled and it arrived but faulty (not Tesco's causing because the damage was well inside the wrapping. We actually decided that, having seen the item in the flesh it wasn't for us, so telephoned CS. No problem, they'd organise collection of the item and arrange a refund. When i told them that it should be for £10 less than the original sum paid they thanked me for my honesty but said I should keep it "It was done now...we've messed you about already...it's the least we can do..." etc.

It was all so painless...
 
swordjo said:
I work for Tesco Bank and that's one thing we are good at (as are Tesco stores), if a mistake is made, which does happen(it's only human), they will do what they can to keep a customer.
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Funny that because my wife and I would 100% disagree especially after Tesco made a right royal cock up with my wife's car insurance and then refused to refund her
 
Keith W said:
Funny that because my wife and I would 100% disagree especially after Tesco made a right royal cock up with my wife's car insurance and then refused to refund her
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Funny that because my girlfriend and I would 100% agree especially after Tesco made a right royal cock up wit my girlfriend's car insurance and then put it right immediately, with a nice little goodwill gesture.
 
Keith W said:
Funny that because my wife and I would 100% disagree especially after Tesco made a right royal cock up with my wife's car insurance and then refused to refund her
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Can't comment on that, but I know that myself, my team, my department, my operation don't get away with doing 100% for our customers. Tesco ethos is to treat customers as you would like to be treated. Like all jobs you get some people who are there just to get paid and don't care about customer and to be fair they don't get to hang about too long in my team.

For every 1 million happy customers, you'll get a few unhappy ones which seems to eclipse all the good stories. Not just Tesco may I add, there's not one company out there that's got a 100% record and to be honest the unhappy ones are usually the ones that don't do themselves any favours with the way they treat staff.
 
malo50 said:
Funny that because my girlfriend and I would 100% agree especially after Tesco made a right royal cock up wit my girlfriend's car insurance and then put it right immediately, with a nice little goodwill gesture.
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I guess it's the call centre lucky dip.... you may get someone helpful who can see the problem and address it, you may get someone who "has to" follow the script....


I personally have no loyalty to any stupidmarket... we just went with tessy's this time due to the OH having a shedload of clubcard points....
 
swordjo said:
For every 1 million happy customers, you'll get a few unhappy ones which seems to eclipse all the good stories. Not just Tesco may I add, there's not one company out there that's got a 100% record and to be honest the unhappy ones are usually the ones that don't do themselves any favours with the way they treat staff.
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There is a classic paper about that somewhere, cannot think of it now, but all to do with Financial services and treating customers fairly....

Basically.. someone who is not happy with a "customer experience" will tell about 10 x as many people of their crap service as someone who was impressed. Something along those lines... I will try and find it.
 
Yeah, I agree. I work in the complaints department of npower, and we really do try our best to help people. We all have to pat for gas and electricity, so we know how annoying it can be when companies get things wrong. Believe me, it boils my p*** too, Shem some shaved monkey screws things up for us as well as the customer. Hats off, for fronting up about the double payment, Lynton.
 
TCF is a big part of most financial institutes, even more so nowadays. It's part of staffs objective of their job but again, some people just don't care about their job, which really leaves the ones who do picking up the pieces.
 
Lynton said:
There is a classic paper about that somewhere, cannot think of it now, but all to do with Financial services and treating customers fairly....

Basically.. someone who is not happy with a "customer experience" will tell about 10 x as many people of their crap service as someone who was impressed. Something along those lines... I will try and find it.
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That's why the perceived benefit of word of mouth is a double edged sword. When you talk at work about s*** , you always mention the negative, not the positive.
 
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indeed... and there's a whole scoring system based on "would you recommend x to a friend" - something like 0-6 is No, 7-8 is a neutral and 9 or 10 is a yes....

I have it all at work somewhere....
 
Lynton said:
indeed... and there's a whole scoring system based on "would you recommend x to a friend" - something like 0-6 is No, 7-8 is a neutral and 9 or 10 is a yes....

I have it all at work somewhere....
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I'd be interested for a link to that if you have one!

I'd have thought 0-4 was no, 5 was utterly indifferent, and 6-10 was varying degrees of yes. That only seems logical, or at least that's how scales of 0-10 work in my head!
 
How has it paid? If you had kept your gob shut you would have the same.
 
TriggerHappy said:
I'd be interested for a link to that if you have one!

I'd have thought 0-4 was no, 5 was utterly indifferent, and 6-10 was varying degrees of yes. That only seems logical, or at least that's how scales of 0-10 work in my head!
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will try to dig it out tomorrow but you have to understand we have "members" not "customers".. so that may sway it a bit..... and we are which and defacto 5*
 
The title:It pays to be honest. But you're no better off!
 
ok, zulfi...

£65 in clubcard ppoints doubled up = £130 in "value"

tesco f it up.

I I phoned and then emailed they responded twice

then they sent out 2 moneycards.........

from 2 diff areas
 
Sorry mate, don't want to sound padantic, but after they sent out 2 money cards you 'fessed up. Either way, you have not gained any more than you got by 'fessng up. :shrug:
 
Lynton said:
indeed... and there's a whole scoring system based on "would you recommend x to a friend" - something like 0-6 is No, 7-8 is a neutral and 9 or 10 is a yes....

I have it all at work somewhere....
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Exactly the way it's done with us. A score is then made up by a percentage, the number 9-10s minus the 1-6s Net Recommenders, then divide by the total number of customer responses.
 
On the Huh said:
Sorry mate, don't want to sound padantic, but after they sent out 2 money cards you 'fessed up. Either way, you have not gained any more than you got by 'fessng up. :shrug:
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....apart from the warm fuzzy feeling of having an extra £130 in an entirely legitimate way. :love:

.....rather than Tescos realising they had sent two and asking for one back when you have already spent it! :D

Heather
 
Tigger.ufo said:
....apart from the warm fuzzy feeling of having an extra £130 in an entirely legitimate way. :love:

.....rather than Tescos realising they had sent two and asking for one back when you have already spent it! :D

Heather
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Fair enough! :)
 
Lynton said:
indeed... and there's a whole scoring system based on "would you recommend x to a friend" - something like 0-6 is No, 7-8 is a neutral and 9 or 10 is a yes....

I have it all at work somewhere....
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NPS - net promoter score

0-6 detractors
7-8 passives
9-10 promoters

Net Promoter Score = SUM(9&10)-SUM(0-6)


TriggerHappy said:
I'd be interested for a link to that if you have one!

I'd have thought 0-4 was no, 5 was utterly indifferent, and 6-10 was varying degrees of yes. That only seems logical, or at least that's how scales of 0-10 work in my head!
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it's to do with people (generally) more ready to complain than praise. Also even scoring a 6 you'll do it because it was mainly good but a minor issue or two which when you tell people they'll focus on the negative aspects.


NPS is industry standard for market research/insight studies
 
Yes yes yes, this is all well and good, Tesco coming out looking like champions but just be aware.......

[YOUTUBE]lfSi0D7KESk[/YOUTUBE]
 
On the Huh said:
Sorry mate, don't want to sound padantic, but after they sent out 2 money cards you 'fessed up. Either way, you have not gained any more than you got by 'fessng up. :shrug:
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Tell you what.. it's pedantic, not padantic... how's that for being pedantic? :cuckoo:

All I was trying to say was, that for once, a large global company has just said "oops, oh well never mind, have it on us."

So I 'fessed up AFTER they sent me two cards. Yep. Please enlighten me though as to how on earth I could call them and say you've sent me two, before the second one arrived? :cuckoo::cuckoo::cuckoo:
 
On the Huh said:
Sorry mate, don't want to sound padantic, but after they sent out 2 money cards you 'fessed up. Either way, you have not gained any more than you got by 'fessng up. :shrug:
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There is the knowledge that he did the "Right Thing" and also the knowledge that he won't be faced with the embarrassment of arriving at the checkout and handing over a card that head office had realised their mistake and had proceeded to void!

Well done Lynton, honesty is once again proven to be the best policy.
 
Haha, love Time Trumpet!

I think, when making a complaint, it matters entirely on your conduct - there's not point getting wound up, sarcastic etc. The person on the receiving end won't want to help you as much as if you're polite.

Made a complaint to Sky recently, was polite and it worked in my favour.
 
Had a similar experience with Tesco, bought some furniture, they quoted a delivery day, on the day nothing turned up so I contacted CS and found out the name of the delivery agents. Their agents said it's here but it will be another two days before we can get it to you which was no good as I was going away. Called CS again to cancel and they said no problems, an hour later the agents turned up at my door with the furniture so I called CS again and said it's here, can you cancel the cancellation? they said no it's ok, you keep it.

Tesco insurance on the other hand used to be (still might be) handled by BISL which may explain others bad experiences with them. I've had nothing but bad experiences myself with that crowd and wouldn't hose down with my own bodily fluids if they were burning (to coin a phrase).
 
I'm certainly not happy with Tesco.
A Tesco home delivery van ran over my daughters week old new bicycle and destroyed the front wheel.
That was nearly 2 months ago, and i've only just got the go-ahead to get it repaired off their insurers.
Every little helps my ar*e!!!!
 
Lynton said:
Tell you what.. it's pedantic, not padantic... how's that for being pedantic? :cuckoo:

All I was trying to say was, that for once, a large global company has just said "oops, oh well never mind, have it on us."

So I 'fessed up AFTER they sent me two cards. Yep. Please enlighten me though as to how on earth I could call them and say you've sent me two, before the second one arrived? :cuckoo::cuckoo::cuckoo:
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Ohh! who got out the wrong side of bed this morning? :eek: :p

AndrewA123 said:
There is the knowledge that he did the "Right Thing" and also the knowledge that he won't be faced with the embarrassment of arriving at the checkout and handing over a card that head office had realised their mistake and had proceeded to void!

Well done Lynton, honesty is once again proven to be the best policy.
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See my reply to Heathers post!
:razz:
 
Uneducated_Rick said:
NPS - net promoter score

0-6 detractors
7-8 passives
9-10 promoters

Net Promoter Score = SUM(9&10)-SUM(0-6)




it's to do with people (generally) more ready to complain than praise. Also even scoring a 6 you'll do it because it was mainly good but a minor issue or two which when you tell people they'll focus on the negative aspects.


NPS is industry standard for market research/insight studies
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How interesting, thanks for that, it's not something I've come across before. Not sure it describes my behaviour personally but can see how it works for the wider population.
 
In my experience Tesco Customer Service is excellent. Credit due for being honest on this one too :)

The pivotal study relating to word of mouth relaying of customer dissatisfaction/satisfaction was conducted by an American research agency, TARP, in the late 70's for Coca-Cola. It found that a dissatisfied customer will tell around 10 people about that experience whereas a satisfied customer may not even tell one. Google 'TARP Coca-Cola Study'.
 
On the Huh said:
Ohh! who got out the wrong side of bed this morning? :eek: :p


See my reply to Heathers post!
:razz:
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nope not me!

Still awaiting an explanation as to how I could have called before the second one arrived and I decided to "'fess up. " :shrug:
 
Lynton, you seem to be taking my posts far too seriously. :shrug:
I don't think I said you had called before the 2nd one arrived. :thinking:

Don't take my posts to heart. I just wondered how it paid to be honest, when the end result would have been the same if you hadn't. Was meant in a light-hearted way, sorry if it didn't come accross as so.

I will add I actually admire your honesty.
 
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