Retail standards: the good, bad and ugly

First off, St Martins Lane Hotel in central London — 10 minutes and two walks to get someone to take an order in an empty bar at 11pm. Another 10 minutes for the server to come
back and warn us that the innocuous whiskey my friend had pointed to on the back-bar was £95 a shot, and another 10 minutes not to serve its replacement, so we left.

Then, half-term in North Wales. Not a friendly place — after two walk-in experiences in pubs (one under brand), my wife was driven to say to someone serving us: “Oh! You do speak then!” We fell about, but he looked blank.

Next, Wagamama in Cheshire Oaks, Ellesmere Port, Cheshire: three of its main dishes (including pad Thai and teriyaki beef) were off the menu but, as the service and explanation was so good,
it just didn’t matter.

Then, Ipswich — an Irish bar on a Monday. My folks would cry reading this — no Guinness, Caffrey’s, no ale on any of the four handpulls; no Foster’s, Carlsberg or Aspall; no premium lager, Pinot Grigio or Coke. Why on earth would I stay?

Bentley’s wine bar near Piccadilly. It did not have our menu choice so offered an alternative without telling us the price. A £39 bottle of wine became £79 when the bill came, but they hadn’t finished with us yet. That was followed by the £10 service charge and we sat at the bar and poured ourselves! Last visit there.

Nobu in Mayfair, central London — expensive but first-class service, so I didn’t mind. Comet in Croydon, south London was carnage in the sell-off. B&Q — disorganised.

At Currys, it took 15 minutes to choose a TV (I wanted two), 10 minutes to order, 15 minutes to get them from upstairs, 15 minutes while they try but fail to find someoneto talk about the benefit of a business account, 10 minutes at the till with Help the Aged and 10 minutes to get out while security reviews all the purchases and notes them down. An hour and a quarter to buy what I already knew I wanted.

Then I went to Majestic. I needed a good wine for a friend. Good prices, good wines, but the clincher? The guy who served me carried a six-bottle box to my car. I offered, but he said it is what they like to do, have to do, and it was part of the service. Brilliant!

The lesson? There are big names here and some are not good. There’s no reason why small and medium retail operators like us cannot compete on service and standards. And when service is good? Then people like me tell others — Wagamama and Majestic are on my list, but add John Lewis and Apple.

All are in growth, all positioned for long-term survival, none perceived as inexpensive, all seen as good value for money. Learn, people…