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Feb 09

Posts: 4741

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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Jan 11

Posts: 7920

snev says:


Thats DISLEXIC!:unsure:

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Dec 10

Posts: 11935

preunit says:



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