"RE: H&B..maybe.."

A review of Holland & Barrett by Sandra Collins written on Sunday 18th of July 2010

As someone who used to work for H&B, I partially agree with the above. However, there is the tendency for staff to not go the extra mile and learn about other products which H&B do not sell. The training provided, although FAIRLY extensive,ONLY covers H&B products and therefore is far from complete- training is focused on providing the staff with knowledge to sell products to the customers and to improve their ACT- that's it. I took courses beyond H&B's training and therefore elevated my store to the top 3 in the area from nearly the bottom. Good customer service isn't just about what you know- anyone can learn rote knowledge but it takes real skill to have a conversation based on personal experience and knowledge...and to rise above 'obnoxious customers'(funny, didn't get many of those!). Finally, I wish to point out that despite the amount of training an individual may glean, a shop can still be run poorly. My last two visits to H&B stores involved finding goods past their USE by date still in the fridge, me not being offered the magazine(policy), not being approached, the list goes on. I would suggest that if customers find issue with H&B staff, as in this article, it is probably based on first impressions which do sadly still count(like words being spelled incorrectly!)

)..perhaps this can be taken on board before quickly defending the company..

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