The trouble with Tesco is that, well, I don't think too many of us really care about the trouble at Tesco and for them, that's the problem. If you're a supplier, a shareholder or a member of staff, then yes you will be quite rightly extremely troubled. But for the rest of us, the shoppers, most supermarkets are simply a matter of convenience or value and in either two of those areas Tesco are no better or worse than anyone else.
Personally I don't have any supermarket loyalty. Waitrose is very nice, Aldi and Lidl are great on their day. The others have nothing in particular to differentiate them and Tesco are stuck firmly in the hinterland middle ground.
In the unlikely event that they went under tomorrow, I'd go to Morrison's, which is just as close. Beans are beans. Really I think they became just a little bit too smug. And you know what us Brits are like. We do have an unfortunate habit of kicking people when they're down and consequently, unless we really care about the product or brand have little inclination to try and save it. And ultimately it is us, the consumers, who will determine the outcome of all this, so they really do need to sit up and take notice.
And of course they really haven't helped themselves have they? The PR and reputational damage they've managed to inflict on themselves in the past year or two will probably become the stuff of training manuals in the future on how not to manage a business.
I clearly have too much time on my hands and have given some thought to the problem they're facing not half a mile from where I'm sitting (Penarth Marina). Take note, I am a customer and therefore always right!
On the basis that at this precise moment in time I don't have to worry too much about offers, which in any case come and go, here's my 6 point plan:
There we are - most of those points are about staff training, which in my view is crucial. If they look like they care about me as a customer, then perhaps I may care a little more about them.
Personally I don't have any supermarket loyalty. Waitrose is very nice, Aldi and Lidl are great on their day. The others have nothing in particular to differentiate them and Tesco are stuck firmly in the hinterland middle ground.
In the unlikely event that they went under tomorrow, I'd go to Morrison's, which is just as close. Beans are beans. Really I think they became just a little bit too smug. And you know what us Brits are like. We do have an unfortunate habit of kicking people when they're down and consequently, unless we really care about the product or brand have little inclination to try and save it. And ultimately it is us, the consumers, who will determine the outcome of all this, so they really do need to sit up and take notice.
And of course they really haven't helped themselves have they? The PR and reputational damage they've managed to inflict on themselves in the past year or two will probably become the stuff of training manuals in the future on how not to manage a business.
I clearly have too much time on my hands and have given some thought to the problem they're facing not half a mile from where I'm sitting (Penarth Marina). Take note, I am a customer and therefore always right!
On the basis that at this precise moment in time I don't have to worry too much about offers, which in any case come and go, here's my 6 point plan:
- Get your staff to smile. We're all fed up from time to time at work but a smile and a hello goes a really long way. Even if they're not really in the mood, they really do need to look 'cheered up'. Waitrose staff are excellent at this. If you're intent on being part of the community and want to engender loyalty then you really do have to try much harder in this area. (Staff shouldn't talk across the checkouts to each other. Establish eye contact with the customer).
- Staff should be approachable and willing to help. Some are, but most are not.
- Please stop asking me if I want your loyalty card. For the 3000th time No! If I want one, I'll ask
- If you really do need to have a security guard on the front door (why?) get him to say good morning/afternoon/goodbye.
- Get rid of the clutter around the entrance - all the temporary cardboard displays and pallets look a mess and not at all welcoming.
- Spruce the place up. Don't open up any new stores. Look after the ones you have. This one hasn't had a lick of paint for years.
There we are - most of those points are about staff training, which in my view is crucial. If they look like they care about me as a customer, then perhaps I may care a little more about them.
Here here and yes you do have time on your hands, another thing you failed to point out is the habit they have of putting similar products at greatly differing prices and putting the price label marked for the lower priced goods and when you pass through the checkout you realize you have picked up the more expensive item, they really do this all of the time because most people just pay and go not realising they've been duped.
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