A friend of the Diary witnessed Boots’ new customer-focused strategy first hand, last weekend. While perusing the delights in a West London branch, she found herself flat on her back, having slipped on a spilt bottle of baby lotion.
A compassionate member of staff, instead of helping her up, offering her a chair or even a little sympathy, merely turned and walked off. And on complaining that her finger really hurt (it turned out to be broken), she was told to stop making a fuss and go down to Casualty!
The Diary would like to offer Boots a few words of advice: rather than spending thousands of pounds promoting its new customer loyalty scheme, it might first like to invest a few bob in some customer care training for its staff.