Re: Customer service (was Digest Number 421)

--- In TramsDownUnder@y..., "Paul Nicholson" <pn1@b...> wrote:

I think John has hit the nail on the head here because I do know of

a

representation that was made to the ARE a few years ago and the

very

polite response was that the style of customer service provided in
the Railfan Shop was in accordance with a carefully prepared

business

plan.
Apparently feedback from potential customers indicated that
an "alternative" style of customer service was required and that

the

current management was head-hunted to provide it. Customers did not
want the Railfan Shop to be another Dymocks or the like. I

understand

that it has been confirmed that many railway enthusiasts prefer
the "in your face" style of customer service - and demonstrate

their

satisfaction from their wallets!
Enthusiasts who prefer a more traditional style of customer service
do have other retail outlets in Melbourne or can purchase their

books

by mail order!
Paul in Melbourne
--- In TramsDownUnder@y..., John Fitzsimons <fitzsimons46a@y...>
wrote:

Re Message 2 from "Citadis" concerning Railfan Shop manager:

A formal letter to ARE board signed and setting out
your problems with the manager to me would be more likely to

achieve

something.


Paul,
As long as the shop is turning over reasonable figires to the

A.R.E.balance sheet,there will be no changes.

Jeff

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