Just a quick blog this week and it concerns a number of points. One of which is a personal experience with a large multiple and the lesson it holds.
So last Friday my wife did our weekly shop and decided to go to our local Tesco Extra. A typical out of town box of some 100,000 square feet. Big, sprawling and impersonal. When she returned home she discovered she had two charges showing on her card. One family shop, two charges. Not really satisfactory. Quick call to Tesco to explain we had been charged twice to be told it sometimes happens and the error will be picked up and corrected over the next two or three days. Not really satisfactory. Midweek and the €130 or so is still being held and the funds are not available to us. Not very satisfactory. Today, after we followed up with our bank, they tell us it will take 10 working days to get the funds back in our account and available to us. Not really satisfactory.
So what does this small insignificant event tell us about our modern retail environment?
Firstly our potential problem is of little concern to anyone in our local Tesco. In these difficult times it’s not good enough to just dismiss this type of error, Tesco’s error. For all they know we need those funds to cover a mortgage repayment or other pressing bills. Who would assist a customers who has direct debits bouncing all over the place due to this type of situation, not Tesco or our bank for that matter it seems. Luckily we are not in that position but the retailer doesn’t know this or care it appears.
Secondly, as we are pushed towards cashless payments more and more this type of experience would colour my judgement in future transactions with someone like a Tesco.
Thirdly the off hand manner in how the problem was dealt with seems to suggest this is not an isolated event.
We here at Stylefinch are passionate about independent retail and although this type of event is a nuisance it does allow me to take some positives from the experience. Independent retail still enjoys some advantages over the multiples when it comes to this type of problem. It has always been felt that independent retail can win over the larger retailers by way of customer service and that personal touch. This week has just underlined that fact to me again. I know at least 25% of my the independent retailers in my town by name and another 40% to say hello to and the balance I’d know to see. I recently bought a pair of shoes (thank you Richie Whelan Menswear) from one and noted I was charged €10 over the marked price. I dropped back in and explained the error and was handed €10 cash back there and then. I paid by card, didn’t matter, I wanted to show my receipt, didn’t need to see it. The refund was from the business owner even though he hadn’t been present when I purchased the shoes the day earlier.
Distinct difference in approach. The town in which I live has a population of 25,000 so it’s of a reasonable size. The Tesco is 1.5km from this store but 1000km from their approach.
This is why we must all strive to get the message out that towns and cities without independent retail are towns and cities without a heart. Saving the high street is not just good commerce it’s social.
Remember an independent high street it’s not business it’s personal.