Gas Station Usability and Service
This post has been edited on Monday, September 24, 2007 because of the comments received. I'm not afraid of writing a controversial post, but while the post was about usability in relation to a gas station after a recent visit, I think I may of inadvertently attacked a single person. It certainly generated a response from a Shell Corporate Office and I understand the owner of the gas station circulated the post to all employees.
In retrospect, I probably should not have listed the location of the Shell gas station I visited. Granted, I was really ticked about the response I received from the employee and might write the same thing if happened again, but I'm really not out to get anyone in trouble. I'll agree that I might have been quick to chastise an individual and there are always two sides to every story. We'll assume that I was the 10th person to complain about the printer that day and the employee was just fed up.
Anyway, thanks to Anonymous for there comments and letting me know what was going on. Below is the edited post:
I got gas at a Shell Station one day. I travel frequently and it was a store I have visited several times in the past. Several times though, the receipt printer wasn't working on the pump and I had to go inside for my receipt. I find that irritating because if you offer me an option to pay at the pump, make sure it works. I complained several times and usually get the same excuse about the service guy coming and have a nice day.
The other day was different. I got my gas and the receipt printer wasn't working again. I swore a little bit and went inside. I told the gal behind the counter I wasn't ever buying gas here again assuming she'd apologize and tell me to have a nice day. Something to calm me down again and make me leave a happy customer. Was I wrong! In fact, I was speechless. After complaining to her, she looked me square in the eyes and stated firmly; "Doesn't bother me. They've been by here...." and she kept rattling off something but all I could think about was, "Doesn't bother me" and the manner in which she so boldly and matter-of-factly told me.
I left the building flabbergasted at her uncaring response. I wanted to fire her on the spot for her attitude and talking to a customer that way. Needless to say, there is another gas station across the street and several more off the next exit. I will not be a Shell customer again. In fact, I probably won't be a Shell customer anywhere again either.
After running this scenario in my head several times, and because I believe if I owned the Shell Station I would have prevented this scenario from happening. I thought how could something this trivial have caused Shell to loose a customer? I drive a truck and get gas about every 2 weeks. Assuming this was my regular gas station where an average fill costs me about $40.00. 52 weeks year, every other week is 26 times $40 for an annual customer value of $1040. Throw in drinks and gum and you've probably got another $100. For sake of argument, say I was worth $1000.00 year to that Shell Station. Usability wise, what could have saved Shell from loosing $1000.00?
Easy, A sign on the pump reading, "Printer Broken. Sorry." Could a little post it note be worth $1000? Sure! Why? Because I would have been informed up front that the printer was broken. Sure, I may have laughed a bit and thought, "Broken Again??" But I would still have gotten my gas and probably still be a Shell gas customer today. Even if I really wanted a receipt at the pump and left, I would have been back the next day or two weeks later to try again. I might have even moved over to a different pump. Virtually any way you look at it, I would still be a Shell customer today.
What is the moral of the story? Listen to your customers. If I complained several times, how many other people feel the same way but might not have complained? Did Shell really only loose my $1000 or do you think other customers were treated the same as I was? Run your web site like you would run a brick and mortar business and listen to feedback and react. It's just as easy to go to another web site as it is to go to another gas station. I spend my money where it's appreciated.
You are aware Yahoo has the feedback rating system right? Do you use it? I receive the feedback rating comments sent in for several of my clients. Every comment gets sent to the store as well as me and any comments relating to the web site get analyzed. If it's negative, they get a personal response from me either asking for more detail or what we can do to fix it.
As my Dad always told me, "If someone is willing to give you there hard earned money, thank them very much!" It's hard enough trying to make money without bad customer service and usability roadblocks working against you.
posted by Michael Roebuck @ 4:59 PM
3 comments
links to this post
![[Valid RSS]](http://www.michaelroebuck.com/blog/uploaded_images/valid-rss.png "Validate my RSS feed")
3 Comments:
Wow, you must be a saint, my friend. I'm glad that you can live your life without getting mad, upset, or frustrated. Or that you simply have never had a bad day. Have you ever worked in a gas station. Sounds like you have never needed to. You seem to do quite well for yourself. Good for you. Those of us who have to struggle aren't as fortunate. I work in a gas station, and although her response was inappropriate, was it worth her job. I would like to know how you handled yourself? You said you were cussing out the pump, did you cuss her out as well? This isn't the 50's anymore "The customer is always right" no longer applies; with all the theft, gas drive-offs, and robberies. I would like to see you work there for a month. Do you even realize how many times an attendant is yelled at on a daily basis? It is not a cookie cutter job. I have known people to work at shell stations a 12-15 hour shifts, even a mangager that worked a whole day herself with no breaks. The attendants have no control over the repairs of a station. They are simply to report it to the owner. They do not have the authority to call in a service man. The person you should have contacted was the owner. I do agree she could have handled it better and a note would have been smart. But we're all human. This letter has been passed to all the shell stations as a threat to all employees. I think it is ridiculous. But as long as it made you fell like a big important man. Sometimes you need to put yourself in someone elses lesser priced shoes.
Apparently my post got some attention. Not quite the attention it was looking for. I did receive a very nice letter from Shell acknowledging the post but I haven't had time to write about it. Tonight, I get this reply from an obviously upset person.
First, I'm sorry if I offended any gas station attendants out there. Especially those that work at Shell. And if my post was in fact distributed to Shell stations, please let me know and I'll remove it. This isn't a gang up on Shell day.
In response, no, I did not cuss out the attendant. I'm smart enough to know it wasn't her fault and as my original post stated, "I told the gal behind the counter I wasn't ever buying gas here again assuming she'd apologize and tell me to have a nice day."
I also disagree with the claim that the customer isn't always right. Regardless of drive offs and theft, should you treat every customer as a thief? Maybe we should look at why the attendant is yelled at on a daily basis. What is so wrong that they get yelled at so frequently?
Lastly, while I never worked at a gas station, I have worked in several positions of customer service. Including my job now and no matter how bad of a day I'm having, I don't take it out on the customer to that extent.
The world is focusing more and more on service. There is an awful lot of competition to be treating customers poorly. Look around at the choices you have on a daily basis outside of something as simple as buying gas. If the local Wal-Mart treated you bad, would you go back or find another? If the service at McDonalds was bad you'd go to Burger King. Bad phone service and you can switch to cable telephone. Bad Yahoo! web designer and there are dozens more to choose from. The list is endless and all very accessible.
So, anonymous, I'm sorry you didn't like my post but you know as well as I do that repeat sales are made directly from the results of the first sale!
This post was circulated by the owner to all his stations. I agree a postive attitude is required for customers and should always be shown. You said you complained a few times before hand. Was she rude to you then? Evidently not you continued to go there. All I am saying is that in this day, people are unfortunately pushed to their limits from time to time. I have seen some really great employees, that every customer loves,they were great workers with great personalities, but when pushed they snapped, but they weren't fired. And I have seen far worse done. Customers yell about everything, that is beyond an attendants control: The price of gas or merchandise, out of stock items, maintance issues. I have seen people physically threatened. I think for a first offense it was harsh. She could have been given the chance to apologize to you in person. And I have gone to other places including Wal-mart and had very rude people wait on me, but I still shop there. At some point and time, everyone has had to deal with a rude person. And the theft and drive-offs are a factor. Do you know that comes out of the attendant pockets? They have to pay for those drive-offs. Theft effects inventory, thus employees raises. No every customer should not be treated as a thef, but every employee is. And every customer has the potential. Maybe happier employees = happier customers. So again the owner should have been the one to complain to. Thank you for not cussing her out, sincerely.She may not have always been so lucky. But you may have been verbally harsh to her, as you stated you wanted to be calmed down with an apology and a "Nice Day". Those who are displeased with a service, try to keep in mind how you would like to be addressed if you were on the other end.
Post a Comment
Links to this post:
Create a Link
<< Home