The one ingredient every successful bakery and any other business as a matter of fact needs is customers. I might not know much but I know happy customers become repeat customers.
It is becoming a common norm in Ghana to see most business owners putting all their efforts into attracting customers but they hardly do anything to retain them. Their actions and inactions most of the time result in them losing touch with their customers.
The Bakery, a shop located inside the Achimota Retail Center, is the latest to join in the club of businesses who don’t really give a hoot about customer service because they think they will always have people patronising their products.
Imagine the stress of being in a queue for over an hour and half just to be able to buy a loaf of bread on a number of occasions. That is exactly what Owusu says he went through at the bakery when he went to buy a loaf of bread for himself and his family.
Read Owusu’s experience and complaints below…
I am writing to express my concerns about a recent incident I experienced at the newly built Achimota Retail Mall in Accra. I would like to bring to your attention the fact that I received extremely poor customer service during my last shopping trip at Bakery, which I have experienced not more than three times [3x].
Some weeks ago, while on my way home I decided to pass by the bakery to get a loaf of butter bread for the family at home. To my surprise I met lots of people in front of the bakery. I asked one attendant only to be told the bread was in the oven so I am to wait for 45mins. To my surprise, I spent almost close to 1hour 30mins. It was a holiday so at a point felt it was a bit ok since lots of people had come to town to shop. A week after, I passed by the same bakery and met the same if not worse situation.
Just last Friday, 8th July, 2016, I passed by the bakery and was surprised this time the crowd was massive. I spent more than 2hours just to get a loaf of bread. The worse of it all is one has to stretch his or her hand over the counter since the bakers and attendants after bagging the bread decides to give it to waiting customers over the counter. Which means the short-handed ones will be forced to step on the basket in front of the bakery counter which already has some products from the bakery on sale. Very disgusting in deed.
I have shopped at the Mall many times and have never experienced incidents like this one. It was extremely disheartening that I asked one of the assistance what measures they had put in place to get that mess solved. To my surprise he politely responded “it’s normal”.
I hope to hear back from you about this incident soon.
Thank you for taking the time to read my letter.
Response from the Bakery to ‘CustomerDiscuss.Com’ team
We are waiting to see if they will have anything reasonable to say to this…
Customer service in Ghana and most parts of Africa is the crappiest we’ve ever come across; as if Ghanaians or Africans use mango leaves to pay for services. The broadband never works, the electricity is never on, the water never flows—and the waitress can keep you waiting for your food until hunger kills your buds.
The real pain is, you have no alternative to turn to—because, like a gang of fools, they are all the same.
Almost every service and product delivering company in Africa has it butt in the faces of customers, farting uncontrollably because the customer cannot really do anything. Mostly, if you quietly complain, they do nothing and if you are unlucky, they tell you to go f**k off.
Consumers have no voice, not even individual voices—let alone a collective one to force any sort of change.
So we’ve started this website-CustomerDiscuss.Com, supported by GhanaCelebrities.Com and other platforms, dedicated to corporate and public Africa, especially Ghana—-it’s time we shame some of these companies, tear down their lousy services, help them to lose customers and force them to do what’s right.
If you have a complaint about your telecom company, internet provider, a restaurant, your bank or even your church, shoot an email to us via; [email protected] or call/whatsapp 00447961817712.
When you go to a restaurant and you are served in a broken plate or on a dirty table, just take some photos and send them to us with the needed details.
Together, we can get these people to be accountable and importantly, do what’s expected of them.