WH Smith have introduced self service payment stations into their shops in addition to the normal tills.
I was in their branch in Henley on a Saturday in a queue of 18 people waiting to pay. There was one member of staff on the tills and one attempting to explain how the self service stations work. They are clearly not straightforward or user friendly as he was struggling.
Other staff were wandering about - apparently doing very little but finally after some mumbling by the queue one of them went onto a spare till.
When I finally got to her to pay she went out of her way to tell me that “I shouldn’t be doing this” and grumbling about the management.
Can you imagine any member of staff in a well run company like Pret a Manger or Apple ever saying something like that?
A Ditched Helicopter Award therefore goes to WH Smith
- ▼ June (3)
- Roger Harrop
- Roger Harrop, The CEO Expert, has spent over 25 years leading international business at the highest level, ultimately a plc, putting him in a unique position to deal with contemporary business challenges. He is ranked in the top 10 of Management and Strategy Speakers worldwide by Speaker Wiki and twice voted by the members of The Academy for Chief Executives 'Speaker of the Year' He is an, Oxford, UK based, international motivational business growth speaker who inspires and entertains his audiences with his acclaimed Staying in the Helicopter® programmess. Over 20000 CEOs, business leaders in 40 countries have achieved transformational change through his thought provoking and entertaining talks laced with real-life stories, anecdotes and humour. Roger is an author, accredited SME business advisor, mentor, and independent director and has run businesses for major multi-national corporations. He is a Past-President of The Professional Speakers Association, a former Vice-President of The Institution of Mechanical Engineers, and a Liveryman with The Worshipful Company of Marketers.