Thread: Tones Barber shop

Originally Posted by Bruce

Lynn,

While it was moderately entertaining reading, were we to use the analogy of the Greek Immortals: Klotho, Lakhesis, and Atropos, the thread has been spun, it has run its measure, and now needs to be cut.

Thanks, Bruce

+1 for me. Not much more to be said. As long as this thread continues it appears that Tone will lose more customers.

The most recent response from TBS was courteous, well written, and contained a perfectly good example of customer service (offer of replacement, offer of compensation).

Up to then I was making a mental note not to use TBS. But the stark contrast between the rude and the proper makes me wonder whether the 'rude' was simply an inexperienced or rogue member of staff?

Maybe worth giving them the benefit of doubt? (Assuming Graham gets his recompense satisfactorily.)

It really seems like someone has gotten ahold of the login info and started posting to make them look bad (CSI should step in to rescue them, or they should change their log in info). Or, it could be split personalities in the owner of the shop (like the "criminal minds" show I saw last night). OR, it could be that there are multiple owners who disagree on the appropriate method to handle disputes (seriously make up ur minds guys).

Or! it could be that a member is capitolizing on the situation and is offering to buy the bowl at 80% cost...hmmm, nacy drew where are you?

To the members of the Forum

Dear Colleagues

We have regretably been made aware of various e-mail correspondence between what would appear to be Tones Barber Shop and your forum. The value that this company places on customers and the attitude of our Customer Liaison are not reflected in this correspondence. At this time of the year we use staff who wish to work on a temporary basis alongside our usual team and we are now conducting an enquiry into how this matter was not dealt with through the proper channel of the Customer Liaison team. Serious consequences will ensue for any member of staff temporary or otherwise if they are found to have acted in this discourteous and uncalled for manner.We have also been made aware of a 'Negative' feedback giiven to your forum member which we have asked to be removed as we feel it to be unfair and unwarrented.
Tones Barber Shop apologise unreservedly to the members of your forum, our customers are our priority and whilst there may be occasions when we do not get things right for someone we endeavour always to resolve the matter in a speedy courteous and amicable way.
Kind Regards
Catherine Emery
Customer Liaison
Tones Barber Shop

Now thats customer service.

Well, there you go!

-whatever

-Lou

(...somebody's going to get in t-r-o-o-u-u-b-l-e !!!....)

Originally Posted by Tones Barber Shop

To the members of the Forum

Dear Colleagues

We have regretably been made aware of various e-mail correspondence between what would appear to be Tones Barber Shop and your forum. The value that this company places on customers and the attitude of our Customer Liaison are not reflected in this correspondence. At this time of the year we use staff who wish to work on a temporary basis alongside our usual team and we are now conducting an enquiry into how this matter was not dealt with through the proper channel of the Customer Liaison team. Serious consequences will ensue for any member of staff temporary or otherwise if they are found to have acted in this discourteous and uncalled for manner.We have also been made aware of a 'Negative' feedback giiven to your forum member which we have asked to be removed as we feel it to be unfair and unwarrented.
Tones Barber Shop apologise unreservedly to the members of your forum, our customers are our priority and whilst there may be occasions when we do not get things right for someone we endeavour always to resolve the matter in a speedy courteous and amicable way.
Kind Regards
Catherine Emery
Customer Liaison
Tones Barber Shop

Thank you for your help. I am sure this will ensure all of your future business with customers like these forum members plentiful.

I will take an 80% refund sure, but do not feel the need. The feedback is going to be removed and that is what I wanted. I will look into changing the feedback I left to a positive If I can do that somehow.

As this matter is being taken care of I consider the whole event a learning experience, and I am sure that this outcome will be better for Tones in the future and the rest of us.

Now THAT sounds more like a buisiness. (In Dutch we say that "the customer is King" and a company that understands that does a whole lot better. Seems like peopleat Tones get this.

Hey and even better business policy....sending people free things.

They are even sending me a free tube of almond oil cream.

Here is the ending paragraph of the e-mail which made me chuckle a little

This has not been a positive experience for you as the customer or us as a company but as a gesture of goodwill and to hopefully emphasise the fact that your custom is very important to us I am sending you a tub of the Cyril R Salter Classic Almond shaving cream which whilst it may not go in the bowl I do hope you will enjoy using.

I will!

Yeah, that's always VERY good buisiness.