Sainsbury's welcomes debate on phone use after checkout row

 

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Sainsbury's says it welcomes the debate about etiquette sparked by one of its checkout workers refusing to serve a customer who was talking on her phone.

In a letter seen by the BBC, it says it is "pleased the story is leading to a wider debate on politeness".

The incident happened at a branch in Crayford, south-east London.

Sainsbury's apologised to customer Jo Clarke and offered her a £10 voucher, but many observers have said it should have backed its worker.

Those adding their voice to the debate include Deputy Prime Minister Nick Clegg, who said on his weekly Thursday radio phone-in that he had "sneaking sympathy" with the checkout worker, although he also understood why Sainsbury's had to apologise to its customer.

However, Sainsbury's is privately offering the worker involved its full support.

The company said in the letter setting out its policy: "It is clear this story has touched a nerve as the weight of comment shows.

Start Quote

A lot of retailers are really annoyed with Sainsbury's over this. The customer is not always right - the customer is often wrong”

End Quote Bryan Roberts Kantar

"However, we are also pleased that this specific story is leading to a wider debate on politeness."

'Never wrong'

The Sainsbury's worker told Ms Clarke that it was company policy not to serve people who were occupied with their mobile phones, but that was denied at the time by the company.

But Sainsbury's said in its letter that it hoped "the discussion this has created leads us all to think twice before reaching for our mobile phones and to recognise the great job the many thousands of sales assistants working across retail do".

A number of retail experts said the company's original stance had been wrong.

One of them, Bryan Roberts, from the marketing experts Kantar, said: "A lot of retailers are really annoyed with Sainsbury's over this. The customer is not always right - the customer is often wrong."

The expression "the customer is always right" is generally attributed to the retail pioneer, Harry Selfridge, whose choice of site for his department store put Oxford Street on the map as a prime retail site.

He pressed it on customers and staff as a counterpoint to the legal term in common use at the time of "buyer beware", and not necessarily to put the customer solely in the driving seat.

Perhaps, to be assured of excellent service, shoppers should head for those companies employing the motto adopted by the founder of the Ritz: "The customer is never wrong."

Despite the apology and the voucher from Sainsbury's, Ms Clarke has said she will be transferring her custom to a nearby branch of the rival supermarket Waitrose.

 

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