Monday at work

I haven't thought about what I wanted to write about for todays blog at all if I am honest, the time is 22:30 and I am only just getting round to writing something. I am on day 25 now and the end is in sight, but have I overdone it on the amount of things I have wrote about this month. With how much of a struggle it is to write something lately, I would say so. I had a lie in this morning, well I say lie in but I mean I didn't have to start work till 11 today. But from the moment I walked in, I was bombarded with tasks and problems to sort out. Just another day on my new department then. It not not faze me too much and I think the key is to dealing with most of lifes problems at work and at home is just to relax and not get too stressed out.

The last customer walked out the door at 8:15, we had shut at 8 but I had to help him try to sort out his order. There were many ups and downs throughout the day and by this point I might have been letting the stress get to me a little bit. I stayed on till 9 to get some bits done that need preparing for stock take next week. In hardly any other year I have not really cared about the stores performance on stocktake night. But this time I actually care and this time I want my store to do well and be one of the best in the region. We blew out by a lot of money last year so hopefully this year we will do better! 

Children in Need walk ..

Today I did a charity walk from the B&Q chorley store to my store in Preston, via Bamber Bridge as part of B&Q's 1 million pound pledge to Children in Need. There was 13 of us in total, including Pudsey (AKA Paul Ainsworth) himself. The day started with everyone in good nature and looking forward to the challenge of walking almost 13 miles through the heart of Lancashire. For some more than others it really was a challenge and that became evident as the day progressed. Every time I do an event for charity, I always feel very humbled to be asked to take part and this was no exception. The weather did its bit for us and the dreaded rain that was forecast stayed away. It was a bright and breezy day, with a chill in the air but once we were on our way it soon warmed up, especially for Pudsey.

We got lots of support along the way and a lot of drivers and people we walked past stopped to donate and give Pudsey a big hug of course. We saw mothers and fathers walking with children and seeing their little faces light up when they saw Pudsey and gave him a big hug made us all smile so much and gave us the morale booster we needed to carry on walking to help other children who need our help. One of the best moments of the day was when we walked past a Primary school and all the children were on their break, when they saw Pudsey they could not contain their excitement and all went a little bit crazy. Good luck to whoever had to teach them this afternoon.

We didn't quite get a huge welcome party at Bamber Bridge when we got there, but alas it was time for a quick pit stop and chat to to some of our colleagues who worked there. We then had a bit of a lunch break at Morrisons where unfortunately Pudsey had a bit of an accident and walked straight into a ballard, Clumsey Pudsey :P. But like a true professional he carried on waving to his adoring crowd and we all collected a bit of money from the shoppers there. I don't think the Dogs Trust were too happy, but hey you can't compete with Pudsey.

The final stretch and 2 miles from home, well my store anyway and a nice woman pulls up and donates £40 and wishes us good luck on the rest of our journey. Some people were clearly struggling at this point but they carried on and that womans generosity gave each and every one of us the determination to get to the end.
After a long walk up London road, we were almost there and rang ahead to let our colleagues who were working know. I don't think anybody has ever been so happy to see a B&Q as much as us before and outside we had a big welcome party with champagne to congratulate us on our efforts of the day. I just want to say from everyone who walked if you were one of the people just giving us a pip on the road or waving at us and donated on the walk thank you very much you kept us all going today. Thank you to everyone else who has kindly offered to sponsor us and if you haven't yet, it is never too late :P

         

(Good) Customer Service

Yesterday, I let Colin talk of his experiences with bad customer service and if you haven't read his blog yet, you can do so here (Lack of) Customer Service. So I thought today I would chat about good customer service. Which is something I am very passionate about. Before I start, I just want to say that I agree with everything he is saying in his blog about how large companies often forget the very basics. It is no secret that I work for a large multi national company with the biggest DIY market share in the UK and much of Europe. Now people will argue that we have forgot the little guy and customer service is not important. In fact a quick look at the B&Q twitter feed will tell you that all we seem to do is dealing with problems or giving bad service across our stores. As consumers, we expect good service all of the time and rightly so. But I often feel that we don't shout enough about good service as individuals enough. If somebody is really nice to us in a shop or a store, we might tell one or 2 of our friends but rarely write a letter or take to twitter to tell the company.

I have recently started on the showrooms department in my store and this is an area that as a customer you would expect the best kind of service, especially if you are spending 5 or 6 thousand pound on a kitchen. I don't work in a  massive store so naturally we don't have all the stock of everything we sell and a lot of items have to come from our suppliers or from our large fulfilment centre. So my job often involves negotiating earlier delivery times for bits of customers kitchens. Naturally at this time of year they want it before Christmas, but with a few things we haven't had enough stock etc. In one case, my colleague drove around the whole of the region picking up bits of stock for various customers so we could get it to them in time because the supplier or fulfilment centre had not got them to our store on time for delivery. There is another colleague who works tirelessly in her office all day often correcting everyone elses mistakes so nothing does go wrong with a customer's order then she will coach that person on what to do right next time. Her job role tells her to escalate it to a manager, but then it wouldn't get done in time anyway and there would be far more issues. Me, well it has just gone 6 o'clock and I "finished" work an hour ago after not even getting chance to have a lunch break properly because I was that busy. Also, I have just got off my mobile phone to a customer and a colleague in store so they could arrange another delivery for the customers order.

I think what frustrates me personally is that from the outside it seems very easy to criticise big companies but from the other side I know there are individuals like myself and many other of my colleagues who do their utmost every single day to give the best customer service every day. I am not saying there are not people who could not care a less because there are people like that in every organisation unfortunately. Or even that  we don't get things wrong because we are only human at the end of the day. But to me and many people in similar roles such as mine the little guy is still important because that little guy is me, its you, its our brothers, sisters, mothers, fathers. it is all of us.