Click on the image to read the sign shoppers see as they enter a Golden Casket agency (maybe a newsagency) somewhere in Queensland. The photo is from the ABC Brisbane website - yes, the world gets to see how one retailer deals with customer queries.
While we are challenged daily with questions for which we consider the answers are obvious, cheerful customer service should be central to every contact with a newsagency.
The gap between the customer experience delivered in newsagencies is greater than the gap between us on most other matters.
Signs like this empower any marketing or franchise group in the newsagency channel which enforces customer service standards for businesses trading under their brand. It is why some of these groups will stop representing themselves as newsagencies.
44 responses so far ↓
1 Y&G // Oct 30, 2009 at 8:02 AM
OMG
That’s disgusting!
Is there also a ‘closing down’ sale sign???
2 Dennis // Oct 30, 2009 at 8:17 AM
That is why I like this blog - so much material for our training resources
3 Brett // Oct 30, 2009 at 8:54 AM
It is definately a newsagency, I heard the lady on 612 ABC Brisbane who emailed it in, the comment on the website actually hopes that the business goes bust. We have all had to bite our lip with customers in the past but this is awful.
4 Luke La // Oct 30, 2009 at 9:38 AM
Talk about ANGRY! Instead of putting up that sign, they should put up a sign FOR SALE!
These tired newsagents need to move on to an office job. This way, they’ll have less interaction with customers and they’ll be happy.
5 Luke // Oct 30, 2009 at 10:12 AM
We all might think it from time to time, but once it is in writing it is a black mark against you. We have the similar problems here but all we do is bite our tongue and move on.
To the newsagent who has the sign up, it is the 90% of stupid people that makes us appresiate the 10% of great customers, don’t let the halfwits spoil your families livelyhood.
6 browser // Oct 30, 2009 at 10:39 AM
Methinks this person needs a career change….very soon !!!!!!
7 Nahcoob // Oct 30, 2009 at 10:41 AM
One of the train station kiosks here in Perth has about.. 10 to 12 signs across their ENTIRE magazine shelf with a similar statement re. and all over their counter in regards to change, etc. Been a sole operator they get all the business by default, but they run the filthiest, oldest kiosk on one of the lines here where every other kiosk has come into the 21st century, theirs hasn’t. Absolutely disgusting really… but its certainly not an example of a modern news-agency thats for sure.
8 Y&G // Oct 30, 2009 at 10:54 AM
What is even worse is when you see signs on mag racks OUTSIDE the store telling customers NOT to browse.
In other words, don’t even think about coming in :-0
9 rick // Oct 30, 2009 at 11:07 AM
bet the boys at golden casket where excited to see their corporate image like that. if they can work out who it is they are sure to issue a please explain
10 Mark // Oct 30, 2009 at 12:57 PM
Since we now know it is a newsagency this is further evidence of why the newsagency shingle is no longer relevant.
11 Michael // Oct 30, 2009 at 1:23 PM
I think that’s the new Golden Asket shop near me, where you “ask” for everything they don’t sell!
12 Vaughan Lawrence // Oct 30, 2009 at 1:49 PM
Hey Mark; send me an email where the business is located as in a couple of weeks it will be a bargain!
Idiots!
13 Brad // Oct 30, 2009 at 2:32 PM
Yes this is a appauling and the owner needs to be told either get out or stay away from the business.
When I read this it highlighted how much of a variance we have in our channel. These people need help if they are unwilling then let them burn. The industry as the old saying goes is only as good as it weakest link. Those that shot quick remarks keep in mind this sign speaks for us all.
I understand that many have huge frustrations but good networks would have headed off that sign. Also is the shop run under management the owner may not even be aware that this is happening.
14 ERIC // Oct 30, 2009 at 2:46 PM
He or she needs to “get a life”
15 Helen // Oct 30, 2009 at 3:19 PM
Ive visited plenty of other stores, around the country that say exactly the same thing by their demeanour, attitude and answers to their customers,no need for a sign!!
Unfortunately, for our collective image,newsagencies seem to be the serial offenders
16 colin // Oct 30, 2009 at 4:09 PM
I find that hard to believe
17 Helen // Oct 30, 2009 at 4:32 PM
Colin im a 24 year career newsagent, if there’s such a thing …it kills me to admit such ignorance and rudeness are common in our trade..but unfortunately true..it never ceases to amaze my why some people buy businesses that for whatever reason they obviously dont want to be in..is it stress,is it financial harship,is it a superiority complex..i dont know, but in my opinion it has hurt the industry image as a whole for years
18 anon // Oct 30, 2009 at 4:40 PM
At least I hand wrote the sign. I’ve been to many of your shops and you have lazily printed the signs.
anon
19 shaun // Oct 30, 2009 at 5:18 PM
i personally just think that someone is just haveing a bit of a joke with it as if you want someone to read a sign you would place it on the counter and not the roof where no one would look anyway .
20 g // Oct 30, 2009 at 6:06 PM
tall people would
21 Y&G // Oct 30, 2009 at 6:17 PM
Dammit. The vertically challenged lose again..
Even if it’s abuse. Drat.
22 Brett // Oct 30, 2009 at 7:25 PM
Maybe they think their customers heads are in the clouds ….
23 Mark // Oct 30, 2009 at 7:31 PM
We need to ask ourselves, what is our sign? Maybe it is not ad obvious as the sign in the photo.
24 david // Oct 31, 2009 at 11:55 AM
Mark thank you for raising this issue of customer service and giving us a place to express our views.
This sign is ridiculous and whoever put it up ought to be banned from calling themselves a newsagent. They make me look bad.
I used to hate questions about things outside my business until I realised that it is all part of being a newsagent.
25 Aaron // Oct 31, 2009 at 12:27 PM
newsagents act like secondary information desks (especially in shopping centres)
26 ERIC // Oct 31, 2009 at 1:18 PM
Aaron, you are right.we are info booth, charity store too. customers sometimes asking too much irrelevant to our business and we still have to put smiling face at them. the more friendly you are to them the more they take advantage of you, that’s the reality.
we never refuse to give change or just buy a $.55 stamp or buy a $1 tele early in the morn with $50 or $100 bill.
27 anon // Oct 31, 2009 at 2:10 PM
it would be worse if there were no customers to annoy you people wouldn’t it?
Just take the bad with the good and karma will visit you in due course - Namaste
28 Mark // Oct 31, 2009 at 2:41 PM
Anon, Most comments here are from newsagents enjoying providing excellent customer service.
29 anon // Oct 31, 2009 at 3:36 PM
ooh - thats not how I read them
30 Michael // Oct 31, 2009 at 3:40 PM
This is all about people that can’t get their shit together.
*Go to the post office for stamps
*Get/Cash in, change at a Bank
*Learn how to read a map
*If a sign has toilet and an arrow pointing somewhere, the toilet would be in that direction.
*”Do you want the ninety-five” with five people behind you. “I know it helps” - It helps you not the person serving or the five people behind you.
*”How much does a $14.50 quickpick cost for tonight”?
We’ve just got to bite our lips and soldier on.
31 anon // Oct 31, 2009 at 4:25 PM
WTF - calm down
32 Mark // Oct 31, 2009 at 4:34 PM
Ignore anon. It’s an occasional visitor here who comments just to get a response. He/she uses several names.
33 Graeme Day // Oct 31, 2009 at 7:48 PM
Mark I agree Anon stands A- NON Best ignored by newsagents. A- NON hasn’t got a life just plays on blogs thinking he/she (must really be a he) is important- A-NON is a wanker otherwise he wouldn’t be A-NON!.
34 Aaron // Nov 1, 2009 at 12:19 AM
not sure if there are more than one anons on this blog, but sometimes there are normal comments from it.
on topic though; a simple sign that gets the message across can be helpful. (though not in the case of this one though) something like the trading post sign from a few posts back
35 Miles // Nov 1, 2009 at 9:24 PM
Service is our key differentiator.
We’re happy to help people with any sort of ‘mindless’ query.
If they don’t become our customers, then they will recommend us to their friends and relatives.
This is one way that we grow our business.
36 Melinda // Nov 2, 2009 at 10:00 AM
I would think people ask these ‘mindless’ questions because:
Stamps: newsagencies usually stock them, not such an obsurd question and I’m guessing the same goes for Go Cards
Change: they are in desperate need of change, probably went to atm, dosn’t mean you have to give it to them, but it can be handled politely.
Directions: they obviously don’t know the area and are lost
Toilets: they don’t know the area and are lost and about to pee themselves.
All reasonable requests that can be handled with politeness & kindness and like Miles said good for business to do so.
Lifes all about helping people, even if it’s not lining your pockets.
37 Aaron // Nov 2, 2009 at 10:19 AM
i guess people just trust (and/or expect) newsagents to know things about the immediate area (directions to shops/toilets in a shopping centre for instance) and to be able to do certain things for them (change, stamps)
38 Melinda // Nov 2, 2009 at 10:40 AM
It’s not just resticted to newsagencies, it’s retail across the board and all part of it. Customers aren’t looking at it from the retailers view,they just want quick answers so they can get on with the their day, oblivious that their queireis actually irratate some retailers.
39 Y&G // Nov 2, 2009 at 10:42 AM
Which makes me wonder whether everyone should spend a day in retail
It certainly makes me a more mindful customer.
A bit like thinking all learner drivers should spend a day at a motorcycle training school as a condition of getting their car license.
Nice, but very unlikely.
40 Graeme Day // Nov 2, 2009 at 12:08 PM
Courtesy never did anyone any harm. Newsagents in the main are seen as hard working and in a tough working environment add a little politeness, helpfulness and they have the lot.
Add the rudeness and it destroys the lot
41 Nicole // Nov 19, 2009 at 10:55 AM
Very interesting blog. There are some larger scale business within the newsagency channel that need to learn about customer service as well. Simple things like answering the phone with the company na me, being polite to customers and being helpful! If you are having a bad day - don’t answer the phone..
42 Brett // Nov 24, 2009 at 11:41 AM
Is anyone else having troubles with the Cleo magazine watch breaking? I have had two customers in today asking for refunds.
43 shaun s // Nov 24, 2009 at 5:47 PM
Yes i have the dial falls off and also the band snaps
44 anon // Nov 24, 2009 at 9:03 PM
time will tell if it is a good product
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