A new strategy for Tesco

I don’t claim that it’s a panacea or anything daft like that. But it will help to stop customers deserting you and trotting off to Sainsbury’s et al, and it will certainly increase your customer satisfaction stats. It’s very simple: make sure that your stores open when they’re supposed to and stop your employees making up their own opening hours. Yes – Farringdon Road Metro store – I’m writing about you. You couldn’t make it up; but the weekend manager at that store does.

It’s supposed to open at 7am on Saturday and Sunday, but for the past four successive Sundays it has opened at (in chronological order) 7.30, 7.25, 7.20 and 7.17. The first time the place was totally deserted, with customers waiting outside. The last three have seen me banging on the window and pointing to my wrist and being met with blank stares for my pains. The ‘manager’ doesn’t seem to be concerned that there are customers waiting outside, or that they wander off to the nearby Sainsbury’s Local. I’ve spoken to him and to his manager on the day shift who was totally unaware of his creative timekeeping, but to no avail.

Last Sunday I ‘made’ him open the doors. (Which he did only after having made a derogatory remark about me to a shelf stacker, probably along the lines of “it’s her again” or worse.) I then told him that I would not be buying anything but would be writing about him. He is arrogant and dismissive to the point of naked contempt. His manner is truly breathtaking. And for the avoidance of doubt; there were no signs or reasons for this this other than the whims of the individual concerned.

So Tesco. Better stores. Better-trained staff. More staff. Fewer robots at the checkout. Competitive pricing and greater choice. And a branded wristwatch for your Farringdon Road workforce.  

Because every watched big and little hand will help…me.