Nelbert Wrote:
-------------------------------------------------------
> I think the thread title is misleading and should
> be changed or removed. This potentially threatens
> that business's livelyhood.

Unfortunately a lot of businesses operate on word of mouth and recommendations from friends. Although the member of staff may have been having a "bad day", that impression has now been taken away, passed onto exponentially to a number of people. Good manners cost nothing (no matter how bad your day is going).

and i know alot of folk like myself who have had a gr8 experience from them and will pass business onto them. I work in retail and know u cant please everyone. The woman prob knows shed have known better! Wud like her side of the story though!

> How
> much we talking here? 20 quid? Did it ruin his
> day?

loosing 20 quid due to the inability of untrained staff or poor customer service would certainly ruin my day. Thats at least 8 pints of anyones money!

I would be more content (can't really say 'happy' as I couldn't really care less about your bro's £20 or your moaning about it) if you used an alternative thread title that more accurately reflects the actual circumstances rather than jumping on here and kicking off a big fuss about something minor that you didn't witness. You will see that I commented that the ladies attitude was out of order. However as you are in effect asking people to boycott this business I thought I would add my good customer service experience. This was not an isolated incident (as this appears to be) I was there last April in the middle of a cracking days mountain biking, and again my experience was positive.

Regarding the customer service aspect harming the ski industry in general, I don't agree with that. If the snow is here, it has been shown this year that they will still come. No excuse for bad service, but it all depends on the white stuff falling out the sky.

as for 8 pints for 20 bucks, fair point, but who wants to drink in Wetherspoons anyway? ;-)

Thanks for all the messages. Some of support some not. However there is always two sides to a story. From what I can gather the 5 year old was very large for 5. AND I am not saying this is an attempt at fraud by this group....but we get people trying it on almost every day with STUDENT PASSES, 16 YEAR OLDS WHEN THEY ARE ACTUALLY 18, The list goes on. YOU the consumer are NOT always right, despite the mis quoted famous quote that "THE CUSTOMER IS ALWAYS RIGHT". We as a retailer have the right to protect ourselves from fraud and deceit and have a duty of care to protect the finacial well being of Cairngorm Mountain as they trust us to operate as a ticket agent. I apologise for a rude woman and admit this is sometimes an issue. How can we change human attitudes. However if the person in question wishes to make themselves aware who they are in the real world, not cyberspace we can send a refund. It is no problem. People outwith the "skiing trade" are so quick to critisize. The world is full of people who offer comment and know how without knowing the full facts. As for having knowledge of the conditions at any given second. Once agin this is nonsense. How can an assistant working in the ski hire know waht the conditions are like at any given moment!!! We can tell you the conditions at the moment in the ski hire shop. We are asked unbelievable questions which we have no chance to answer. LAST WEEK WE WERE ASKED IF GATWICK AIRPORT WAS OPEN. "CAN YOU NOT GET SOMEONE TO CLEAR THE A9" " WHAT TIME DOES THE SNOWPLOUGH COME" It will be with you in 3 minutes sir! (One happy customer) Its blowing 90 and snowing hard..."WHY IS THE ROAD BLOCKED" When the hill is closed we suffer some serious abuse and blame. The public can be incredibly ignorant and balme everyone but themselves. Violence has even been on the agenda and we suffer similar threats to us as I understand staff at the snowgates suffer when they are closed at Glenmore. I believe fights have broken out? We have a duty of care under the health and safety at work act to protect our staff from such behavior. It is our policy to only assist persons who act within the normal parameters of civilized behaviour.

So....We try to offer a good customer service but inevitably things go wrong. Customers seem to love our cafe and shop and generally the ski hire. We always offer refunds if the hill is closed and are fair and reasonable about ticketing within reason. However be warned if you are not really a student and you are not really 16 or under of 5 or under then that constitutes fraud. FRAUD is crime and crime is wrong.

Also I note one entry on here....We forgot to charge someone. They admit it on here. Can you send a cheque to Glenmore Shop, Glenmore, Aviemore, PH22 1QU. Cheque payable to "Glenmore Outdoor Ltd"

Best wishes to you all Bill Wilson Owner Glenmore Shop

Thanks

oooh - get her!

meee-owww!

This whole thread is about 1 item which appears on the CML Pricelist. - What's the problem? I assume the CML Pricelist is on display in shop...if not...why not?

Child aged 5yrs = Free.

FWIW, I think that the original complaint, and the ranting response from shop (above) are both examples of how not to handle a simple error.

Just ask for your money back in writing, and support that with proof of age. - End of.


BTW, since Bill Wilson already has his own username on forum, I am curious about that post from the shop?



Edited 1 times. Last edit at 13.22hrs Tue 26 Jan 10 by HTH.

Way to lose some more custom Bill. What a terrible attitude.

Thats 3 ski hires and 4 or 5 meals not coming your way next week.

If you choose to run a business dealing with the public you have to accept the stupidity that many peope seem to be cursed with.

What you should have done was given your contact details to the original complainer and offererd him free strudels or the like the next time they are up.

I've frequently recommended Glenmore to people in the past but I'll be taking friends and family somewhere else in future.

If you cant reliably tell a childs age just by looking which i cant see how you can then you have no excuses for rude staff, get a better system for working that out, dont blame your customers for your shortcomings.

Ditto to above i also wont be going back despite never having had bad service i hate shitty attitudes like his.



Edited 1 times. Last edit at 13.39hrs Tue 26 Jan 10 by geeo.

I don't normally post on here, but having just read that reply from Glenmore, all I thought was that the attitude you just displayed took a small issue and made it ten times worse.
I didn't know you could buy passes there and had considered doing so next time at CG, doubt I'll bother now.

i have my own gear and get my scran at tesco so haven't used their shop before and had no intention of doing so, but that response does read a little a trolling reponse from someone with an axe to grind - surely no-one would ruin their own business with a rant like that? or would they?

if it was the shop owner it's a pretty dumbass move! tom hicks junior springs to mind

Well to play devils advocate here I actually wasn't offended by the post and thought is was a reasonable response to a frankly OTT original post. I know of Bill, but I have no connection or affiliation. He admits this member of staff can be rude (I know who it is and as a local I know this is her way) and he offers a refund. I can well imagine some of the abuse and unreasonable attitudes that come his way as well as he describes.

Load of handbags really at the end of the day. Minor issue, not a blatant rip-off. Send him your details, he'll send you a refund and let all kiss and make up!

Thanks to Geeo. Thanks to shoppingelsewhere. Love your comments. We have lots of customers and we are not needing people like you. We will be so happy never to see you. Please dont darken our doors. I WILL REPEAT. The customer is not always right. You know the story, when it snows the publics brains disengage with reality. Have fun.
Best regards Bill Wilson. proud owner of Glenmore shop defending our position at the frontline of Apple strudel sales and ticket sales for cairngorm. As they say any publicity is better thasn no publicity so KEEP the copmments coming.. LOVE IT

Hi Dave A That will be great. Please never darken our door too.