GASP Customer Service Simply Not Good Enough In the Current Day

People, who have followed my writings in articles and on this blog, will know full well the importance I have always placed on the absolute necessity for maintaining unflinching levels of customer service and civility to you customers and prospects alike.

In light of this, it will come as no surprise that I am appalled to hear about the recent events taking place concerning Chadstone store of GASP clothing, as seen on the Sunday evening news on February 12, 2012.

In September 2011, an incident occurred between a customer and a staff member, where the staff member incredibly told the customer that the clothes were too exclusive for her. In a time of economic uncertainty and ongoing hard times in the retail sector, such comments barely seem believable.

Specifically the attending salesperson is reported to have said:
"Look at what you're wearing. Let me find you something to wear so that you can dress good for once in your life!"

In an amazing follow up to this incident, management have responded to a complaint made by the customer that can only be described as incomprehensible.

One would assume that put in this position; management would be focused on putting the incident to bed, but not so.

In fact the GASP spokesperson had this to say in response:

"Keara (O'Neil) and the three bridesmaids came into the store and were making a mockery of the dresses," he told Sunrise.

"The women's behaviour had the potential to bully other customers who wanted to a buy a dress and the incident had been Ms O'Neil's fault because she had not visited the store with a "positive approach".

"Some people come into the store who don't want to turn heads, who don't want to stand out from the crowd and that's not what we sell," he said.

He went on to add:

"Our shops are packed, everyone knows us now and I can't thank her enough for what she did for us," he said of Ms O'Neil


I will leave it to each of you to think about whom you believe and how credible this response is.

Suffice to say in a world of social media and unprecedented networking, I believe the market will have the final word and the GASP management will come to understand the value of humility and modesty as these events work their way through the various social platforms.

I suspect Decjuba and other up market rivals will be rubbing their hands together with glee.
I mean it's not every day your rivals display such unrivalled contempt for customers.

Until next time, good luck and good marketing.

Daniele.