Good Customer Service Shouldn't Be So Difficult
BAY AREA, CALIFORNIA -- I've lived in the Bay Area for quite a few years. It's disappointing to see Safeway, a company that used to have a pretty good reputation, go downhill with regards to their customer service, something I believe will only further damage their relationship with the public.
Lately, I'm noticing more and more dissatisfaction with Safeway's customer service on online forums. In many of those forums, suggestions are made to file complaints with Safeway's Main Office to resolve issues.
I think it's useless to complain to Safeway. In my opinion, they already know how bad their hired help is getting. Frankly, I just don't believe they care, anymore. Sure, they'll release PR statements, blah, blah, blah. But, in the end, nothing really seems to get done.
What Safeway doesn't want, I believe, is customers sharing their bad experiences on forums like this website. Here, Safeway can't control the flow. They can't just patch it up and make it go away.
If a customer has been wronged by Safeway, posting their experience online will have greater effect. People do consider this sort of information when looking for a place they can rely on to shop for their families. It's a personal thing, and it does matter.
For me, Safeway sucks, plain and simple. I see the tactics their employees and managers use. I believe they're meant to discourage dissatisfied customers from complaining about a particular store. The Safeway staff just seem to want that customer gone. They seem to want to make the customer out to be the problem, instead addressing the real issue, bad customer service. Really, I don't believe Safeway's HQ is much better, so contacting them is pointless, to me.
I've seen a pattern of behavior at various Safeway stores which appears to have developed over the last few years. It comes across to me as showing nothing short of contempt for any customer who's not happy with poor performance.
Safeway seems to have gotten so competitive that this aggressiveness has now become displaced, in my opinion, and it's now being directed toward any customer that challenges Safeway's impression of good customer service. It's like the employee/manager takes it personal, so he/she makes things personal. Then, it becomes a more contentious situation resulting in nothing positive getting done, and another customer is lost.
I'm grateful for Safeway's competition. I see it as a haven for folks who've had enough of what I see as Safeway's strong-arm mentality. I think Safeway has lost it's way, and if it doesn't get a grip on its hiring standards, they'll be going the way of the dinosaur.