Improving brand advocacy among employees is certainly a topic of conversation in many organisations today.…
Driving back from Exeter last week I stopped to fill up with fuel at a Shell garage.
To my surprise an attendant came and offered to fill the tank for me. What a nice touch I thought and such good customer service, reminding me of when they did this years ago… Thinking this was a one off, I was nosy enough to ask the cashier about it – was it was really helping and what everyone thought of it. The lady told me that Shell was doing this at lots of stations around the country.
Keen to hear whether it was making a real difference, I was told that customer feedback was excellent, it was helping process customers more quickly and was more of a personal, one to one service. Again, another really positive response.
Well, I agree – I liked it! It was a nice touch, a friendly, personal service and as a result I’ve been telling lots of people about it.
Wonder what Mary Portas would think after her programme waging ‘war on poor service’. Reckon this deserves a star rating don’t you think? Nice one Shell! Read more about Shell’s trial below. http://www.dailymail.co.uk/news/article-2175524/Shell-petrol-stations-Return-1970s-company-bring-petrol-pump-attendants-tank-you.html Check out the state of customer service in the UK with Mary Portas Secret Shopper Livestream. http://www.maryportas.com/secretshopper/