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philehidiot

Joined:

Feb 09

Posts: 4655

philehidiot says:

Dear Shell

I visited one of your service stations today. I am not going back.

Riding a motorcycle onto the forecourt I checked all the notices on the pump. There was no notice regarding helmet removal and as a result I did not even consider this to be an issue. Regardless, there was no place to put it (space on the pumps yes, but the height was insufficient) and so I carried on regardless. Checking my wallet to ensure I had enough cash I then proceeded to place nozzle into bike and attempted to begin fuelling. The sound over the tannoy of “number 4 helmet remove please” made me feel a) a criminal, b) embarrassed and c) really could do with some proper grammar. The cashier explained without any provocation from me that it is what they have been told to do. This is fair enough however motorcyclists make up a large proportion of pleasure drivers often with bikes doing very few miles to the gallon – this kind of attitude is going to hurt you come summer time. The main reason I come to Shell is the pay at pump system which hasn’t worked for months. Why did you even bother changing it from the previous system which worked just fine? It’s a basic ‘pull factor’ for your business (especially for those in protective clothing who don’t want to sweat waiting in a queue) and you can’t get it working in a timely fashion – people need petrol so they’ll obviously have to come into your shop – again this shows contempt for those who keep your business running rather than keeping a basic (and very good) system running for the customer’s benefit.

Now it’s not that I disagree with protecting your staff – that is fine and I appreciate why you are now asking people to remove helmets. To do this with contempt for the people who hand over their money is another thing entirely. Did anyone think that a change in policy which requires a customer to partially undress would be useful to point out with a sign? There are plenty of notices around – another would not be an issue and would placate customers who did not see it originally and forewarn those who did, without embarrassment or making a minority feel like they’re suspected of being about to rob the joint. Also, consider the needs of the customer. If you’re going to make them take off clothing then ensure there is somewhere to put it – balancing it on a bike seat or mirror is precarious at best. If the helmet falls then it needs replacing. A potential 4% of your customers are going to be getting progressively more infuriated by this attitude (during summer weekends potentially far more than 4% - it’s very easy to go through two or three tanks of petrol in a weekend on a motorcycle). A change in policy needs consideration as to how this change might affect customers and more importantly what you can do to negate any negative effects. Your company makes a fortune but you’re in a competitive market where simple consideration of a customer’s needs will make a massive difference over who goes to which company. Pay at pump made me choose Shell. Now that has gone and you’ve instigated a policy which makes motorcyclists feel as though we’re under suspicion all the time. Your company has the money to invest to ensure things work and are suitable for ALL your customers, not just those in cars – this investment speaks to customers and shows whether you care about how they view your service. A quick resolution of any issues with pay at pump would have been impressive and said to customers that future problems would be fixed swiftly. All you’ve said to me is “you need us for fuel and you’ll do what we say”.

I’ll be going down the road to fill up in future.

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  • Posted 2 years ago (31 January 2013 19:02)

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roseyeric

Joined:

Oct 11

Posts: 3044

roseyeric says:

Well!

"i could understand if they had changed the rules without notification i would be a little pissed"

I'm afraid being in charge of a vehicle in that state is against the law over here......

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R1SP2006

Joined:

Jan 13

Posts: 11

R1SP2006 says:

roseyeric

:lol:

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Beelady

Joined:

Jan 10

Posts: 3245

Beelady says:

Tomorrow

our local petrol station re-opens after a change of ownership. It's now a Shell station so I'm waiting to find out if there are signs requesting the removal of helmets. I have never been asked to do this at any garage, even ones that do have a sign up. In principle I don't object but in practice I find it pretty painful and time consuming, so I don't do it.

Where I've been filling up at Tesco, while waiting for the local place to re-open, I saw they do have a sign so I went in and showed my orange card and explained.  They said no problem and there hasn't been. Nice people :smile

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philehidiot

Joined:

Feb 09

Posts: 4655

philehidiot says:

orange card

phone card??


EDIT: Oh is that the same as a blue disabled badge?

[This Reply has been modified by the Author]

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tim8061

Joined:

Apr 10

Posts: 113

tim8061 says:

Simples . .

Remove helmet, fill up, replace helmet :ph43r: and walk in to pay. Watch the confusion on the cashier's face - are they allowed to serve you or not???? 


Their brain will probably explode trying to work it out. :huh:

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Diablere

Joined:

Dec 12

Posts: 1437

Diablere says:

Simple

always fill up at the buisiest time of the day. then whilst paying put all your kit on again really slowly whilst still at the till. it sure creates a queue:biggrin:

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aehewitt

Joined:

Jan 11

Posts: 8195

aehewitt says:

Fill up on a busy day...

But take 30 bikers mates with you,only put £2 worth of fuel in each bike and take your time...... and then go to the back of the queue and do it again.... it will drive them berserk...:biggrin:  

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Beelady

Joined:

Jan 10

Posts: 3245

Beelady says:

phil,

the orange card is what you get when you are officially registerd disabled.

The blue badge is what I use to hog the best parking places when I drive a car.:biggrin:

 

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snev

Joined:

Jan 11

Posts: 7570

snev says:

I'M DISHEVELED...

How do I get an orange card ?

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preunit

Joined:

Dec 10

Posts: 11889

preunit says:

don't you mean

Disneveled?

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