Mind4sport
Member
As a more mature rider, I become very concerned when I read the number of complaints about riding establishments on different forums. Having worked in a number of large corporates over the years, Customer Services have become an increasingly important element in assessing the business as a whole, which does impact the company employees financially (through reduced bonuses, pay rises etc if the Nett Promoter Score is lower than required).
I would suggest that every Riding establishment is concerned about providing a service that meets Customer expectation and yet when you dig into the forum posts:
1. complaints are seldom discussed directly with the staff at the venue at the time of the incident,
2. some dissatisfied customers are scared of talking to the staff about their complaint,
3. some dissatisfied customers prefer to simply walk away, not go back and post about their experience on social media, &
4. some do raise their complaint at the time and feel that they did not get an appropriate response
Riding establishments need our help and I would suggest that your feedback is very important. Before you use social media to express your views, I would suggest the following is appropriate:
1. did I make my requirements clear about what I wanted to achieve in the lesson to the staff/trainer?
2. did the member of staff/trainer understand my requirements?
If you answer YES to both of these questions, then PLEASE talk to the staff/trainer about your complaint, in a controlled, non-aggressive way to get it resolved.
Establishments will only improve for all if we are honest about our experience AND give the staff/trainer the opportunity to resolve it for you.
I would suggest that every Riding establishment is concerned about providing a service that meets Customer expectation and yet when you dig into the forum posts:
1. complaints are seldom discussed directly with the staff at the venue at the time of the incident,
2. some dissatisfied customers are scared of talking to the staff about their complaint,
3. some dissatisfied customers prefer to simply walk away, not go back and post about their experience on social media, &
4. some do raise their complaint at the time and feel that they did not get an appropriate response
Riding establishments need our help and I would suggest that your feedback is very important. Before you use social media to express your views, I would suggest the following is appropriate:
1. did I make my requirements clear about what I wanted to achieve in the lesson to the staff/trainer?
2. did the member of staff/trainer understand my requirements?
If you answer YES to both of these questions, then PLEASE talk to the staff/trainer about your complaint, in a controlled, non-aggressive way to get it resolved.
Establishments will only improve for all if we are honest about our experience AND give the staff/trainer the opportunity to resolve it for you.