RELIANCE MART, FATIMA NAGAR PUNE, 1st Jan 2008

I just visited the above store and the store did not have any filling bags, however, we were able to shop using shopping bags in the fresh section. Though there were enough customers in the store but only ONE POS Till was manned and all other cashiers were standing in a group and talking to each other. On enquiring why only one cashier is operational, I was told since there are no bags in the store, we have only one cashier working. I sincerely did not understand the logic at all. Immediately after that the whole lot of these cashiers moved outside the store and continued with their discussion. I then asked for the store manager and I was told that he is on leave today. Please note that the customers waiting in the queue at the lone POS till were really wondering why do they deserve this treatment! It is really unfortunate that lack of maturity and responsibility by the staff manning the store is only leading to the damage of the brand in the minds of the consumers.

I sincerely request that the floor of the store shall always be manned by at least one of the responsible staff members who is ensuring that the service standards are not dropped at any cost. I can assure you that this will have long term impact on your customer relationship.

COMMENTS:
Dear Ajay- thanks for the feedback - I appreciate your taking the time to send it.

Happy New Year to you and your family.

Regards,

Bhavdeep


Dear Ajay,

At the outset pl accept my apologies for the experience that you had in the Salunkhe vihar store.

I have checked with stores with regards to the happenings on the 1st of january'08 , as you have rightly pointed out we did run out of carry bags for about an hour and a half in the afternoon due to some logistics issue , the staff as a damage control exercise did rush to our nearby store to borrow some carry bags , however we did have this gap of an hour and a half which has caused inconvenience to you and the other customers.The socialising by cashiers amongst themselves on the floor has been addressed appropriately.

Please rest assured that internal service benchmark is of a very high standard and this unfortunate incident is an aberration.I will ensure that the control checks at the store level are further intensified and we deliver the highest levels of service.

I'am also marking this mail to Mr. Shashikant Kadam (City Mgr) who will call on you at your earliest convenience.

Wishing you and your family a very happy new year and look forward to your continued patronage.

Warm Regards,


Prasad Dixit (PD)