Report on Stellenbosch training

Marie and I had the opportunity to go through to Stellenbosch for most of the day to train up some of our existing outlets. Even though they had been trained in person by Yazeed and had been guided in depth over the phone by Nick and Marie, they were still battling to use our website and our services effectively.

We had received some complaints from customers that they had waited more than a week and had not received even a quote from the outlets. The outlets were defensive saying that they had not received sufficient training and did not have sufficient time to explore the services themselves.

The experience that we had with the outlets was not isolated to the ones in Stellenbosch. We have had many phone calls from frustrated customers who have complained that copy shops had either not replied, taken days to deliver their order or not provided the service that they wanted. This made things quite complicated for us as some outlets would give excellent service and were committed to serving their customers and others seemed to find the opportunity to work as a Paperight outlet a burdensome event.

Some outlets even admitted to turning customers away. One of the more frequent reasons for outlets turning customers away was the fact that new staff members had not been made aware of the Paperight service and therefore advised that they could not assist.

We have been saddened that some of our customers have walked away dissatisfied as we had little control over the level of customer service received.  The customers who have been to our top outlets and received great service have all walked away satisfied with the end product.

Each day we are striving to improve these gaps by communicating with our outlets and preserving the relationships which share our values and serviceability.

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