Dr. Kim Howells, the Consumer Affairs Minister,
presents Mrs Joyce Ball with her Consumers First! award for "outstanding customer
service". >>>>>>>>>>
Nineteen businesses and individuals have been named as winners of the Government's Consumers First! Awards, chosen from 600 nominations nationwide. The winners vary from small village shops to an internationally famous store, to a mail order firm, and to Local Authority, transport and mobile library services. Interestingly, the only supermarket which appears is ASDA and even then it was not so much for service as for the efforts of the in-store greeter at the store in Toryglen, Glasgow. He was praised for his helpfulness and ability to draw customers into the shop and for his unfailing cheerfulness. Iceland Frozen Foods received a well deserved award for their home shopping and delivery service.
Individual Member Brian Locke nominated his local village shop owner, in
Bisley, Gloucestershire. Mrs Joyce Ball was praised for keeping open the only shop and
Post Office in Bisley and for being constantly helpful and cheerful. She was presented
with a Consumers First! award for "outstanding customer service".
Mr. and Mrs Shah, who run a Pharmacy in Barnehurst, Kent, were also given an award for "outstanding customer service" because of the endless trouble to which they go, to ensure that their customers are well served.
Dr. Kim Howells, the Consumer Affairs Minister, commented that the winners of these awards showed that, in a world that is often seen as uncaring and too commercialised, there is a commitment to the consumer. He added that customers do notice that little bit extra, and personal recommendation is the best endorsement for any business. The scheme, he said, had given the Government a valuable insight into what the consumer wants and will be of great help in developing the Government's thinking on future consumer strategy. Now that could be interesting!
What is also interesting are the businesses which did not feature. No awards were made to Travel Agents, Dentists, Doctors and other medical and professional services, nor to supermarkets (but see above for ASDA) and DIY stores. But then have you ever received excellent and personal service from a big DIY chain?
What Dr. Howells said is quite right, customers do notice that little extra and Consumers First is a very good way of highlighting the fact, which is sometimes forgotten in the complexity of running a big retail operation. The editor has a particular and long-standing complaint about big stores in general. Why is it that, having selected an item, paying for it is so difficult? No store will get his vote while 'pay points' remain unmanned.
It is disappointing to learn that the DTI may not be inviting our votes this year. However, all may not be lost, the idea of Consumers First is too good to disappear. Given enough publicity it could be a really important event with retailers and other organisations desperate for an award, and cast into limbo and diminished business if they do not get one.
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