HAFCO Dandenong

[jow104]

Iain. what do you want that bit of bent pipe for?

I suspect your problem stores will not now open Wednesday mornings until 10 am because of staff training , so you are going to get even less service

[Lignum]

Do you realy think their reponse will make a difference? I got a ticket for tomorrows lotto and im going to give work up in a few weeks I went to Hafco (Dandi) 18months ago for the first and last time. Heard it all before

[craigb]

Well as one who has never bought anything from H&F I feel I'm eminently qualified to comment

A person in authority has said that they've taken the whinge on board and they'll try and fix it. What else do you want for heaven's sake :confused:

Give them a month or so.

As the cliche goes: "The proof of the pudding is in the eating"

[Lignum]

Bad service is inbred in the staff, simple as that. A pep talk will work for a few weeks then they will be back to the same old slack service that everyone winges about all the time. This has been an ongoing prob in Dandi for ages and i bet in 12 months it will be talked about here again.

[Flowboy]

Hi all,

I'd like to add my two cents please.
Most of you know I think, that I won't stand bad service or incorrect information. One of my favourites is to wear really sloppy clothes and go to Encel, with $3K in my pocket, wait till they direct me to the cheapies and tell the show the manager what he just missed out on.
We are not without power in these situations. Many of the people working in these stores have no real idea what the stuff they sell is used for. I have found that complimenting them on their recommendation and showing them what you did with it gives them a sense of worth and value and they will not forget you next time. If you do get good service say it up front, you'll earn respect that other people will not.
Pass this recognition on to higher authorities so that it filters down. People at the coal face rarely receive recognition. The other side of this is that when you do complain, people also take more notice s they value your opinion.

Regards and stepping off the soapbox,

Rob

[Exador]

Blackwoods in Brisbane are notorious for it.

They're owned by Wesfarmers, what do you expect?

[Exador]

Just a comment to all the knockers who are still whinging that "nothing will change": hafco management have responded very promptly and I believe very responsibly to a problem when it was raised. I wouldn't have even mentioned it to them if it had not been a sufficiently widely commented-on issue, but as it is, and as they've done the right thing, how about giving them a chance at fixing it and if it all goes to s*** in a few weeks, well give them the @rse for good. I reckon they deserve quite a few points for acknowledging that this problem exists. Could you imagine the response from Bunnings?

There's also something to be learned from the letter that Matt Hare sent me, I think: if you're going to make a complaint, have the guts to put your name on it and stand behind your words. As he said, he had resceived several anonymous complaints, but I can tell you that there was a definite fire under the bums of the staff after my signed one. Hardly surprising, I tend to give unattributed information very little credence as well.

[Iain]

Dandenong has only been there for just over a week, prior to this they were in Clayton.
I dealt with them about three years ago and the service was excellent.
What really got up my nostril was the fact that staff, male and female, just sat at desks, looked at me and with an air of 'couldn't really give a stuff' went casually back to what they were doing, which wasn't a great deal.
Had they have been flat out organising stock from the move and running around like headless chooks I could understand, but, it struck me as nothing short of couldn't really give a toss, roll on pay day.

[Exador]

Hi all,
If you do get good service say it up front, you'll earn respect that other people will not.
Pass this recognition on to higher authorities so that it filters down. People at the coal face rarely receive recognition. The other side of this is that when you do complain, people also take more notice s they value your opinion.

Rob

Dead right Bob.Staff can only assist you properly if you allow yourself to be assisted and in any business product and use knowledge is often a learning curve. Even a tradesman will lose touch if he's stuck behind a store counter for a few years, so feedback can only help.

[Sturdee]

In Melbourne the company used to be Heerless Machinery before it was taken over by Hares & Forbes. Before this takeover they dealt in industrial machinery and going on the space allocated to that part of the business when they were in Clayton this must still be the major part of their business.

No doubt their staff has more expertise in that part and not enough customer relations know how and/or attitude. I hope that changes as a result of the rocket that is going to be put under them.


But having said that, over the years I have bought a disk sander, jointer and bandsaw from them and each time I have received excellent service and prices. May be I was lucky.


Peter.

[ernknot]

All these hardware / tool stores should have some type of "customer satisfaction" form which goes directly to the guy in charge. As was said, you got to put your name to it or there will be little action. I always have a laugh when in a hotel they have these forms to fill out. They achieve nothing because they are picked up by the chamber maid and finish up in the bin. Unless there is an address to mail a complaint to, preferably the GM or CEO, not much will improve.

[Buzzer]

If service improves I look forward to re-visiting H&F sometime in the near future. They have a large range of good product imho.

What I hope, is that we get action and not just lip service.....

Cheers.