Dear CEO of HMV,
I had the misfortune to visit HMV in Birkenhead on the Sunday before Christmas and experience their customer service which ranged from a sales assistant that couldn’t do enough for me, even though it was very busy, to the store manager who spoke to me like something he’d trodden in, at volume, in front of other customers just because I asked him a question that he didn’t like.
What was it that I asked that warranted being shouted at by a store manager in front of a shop full of customers? I asked him why he was closing the shop at 4.30pm when the HMV website said they were open until 5pm. First I was told at volume that “I am wrong” and then when I explained that the opening times on the website show that all of the local stores are open until 5pm I was told, again at volume, “the website doesn’t say anything of the sort, it’s 4.30, the store has always closed at half past four and if you want to buy anything you’d better get in the queue now!”
I did as instructed but while I was waiting to be served I opened the HMV website on my phone and browsed to the store’s ‘Christmas Opening Times’. Sure enough it showed the store open until 5pm.
Just before leaving the store I showed the manager the page on my phone and said, “I just thought I’d show you this, that is the HMV website, as it is now, live on the Internet, clearly showing that the store is open until 5pm”. The response I got to this was “I don’t care what it says on there, it’s obviously wrong, someone has clearly made a mistake.” He then gestured towards the door in a ‘were closed, get out’ kind of way.
As I walked towards the door, the member of staff that had helped me, albeit unsuccessfully to locate what I’d come for opened the door for me and said “good evening sir, thank you for calling, I’m sorry we couldn’t find what you wanted but I hope you have a good Christmas.” Unfortunately I didn’t get this guys name but if I describe him, (50’s, grey hair, goaty and quietly spoken) hopefully somebody will recognise him and pass on my thanks. This is the guy that should be managing the store.
What hope does any business have where the store manager speaks to customers like that. If the store manager acts like that, then the staff will surely learn by example and won’t be challenged by their management when they are out of line. Customers are not an inconvenience, customers are what makes your business, and as you are now finding out the hard way Mr store manager of Birkenhead HMV, without enough customers, your future employment is not secure. Perhaps you will think about this next time you treat a customer the way you treated me.
As an aside note, I came into your store with the intention of spending rather a lot of money. Because of your manager’s attitude, I took that business to PC World instead. If HMV does survive, I have absolutely no intention of shopping there ever again, simply because of the attitude of this manager. There are plenty of similar shops about, and in the light of todays announcement, I’m just glad that on my visit to your store I used the £5 HMV voucher that had been sitting in my drawer for months.
Am I glad HMV is struggling? Of course I’m not, the are thousands of jobs at risk and I wouldn’t wish hardship for anyone. But I do believe I have highlighted one problem that could have led to lower customer numbers. HMV take note!
Feel free to get in touch if you would like to discuss this further, my number is on the website!