I'm Running Sainsbury's I'm Running Sainsbury's - Niall's story

Comments

1. What, how do I actually watch the programme?

   Posted by Confused! on 15/07/2009 21:06:59

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2. wats with the new layout of channel 4 catch up! i cant work out how to actually watch the programme!

   Posted by jenny on 27/06/2009 15:59:17

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3. hi how are you? Quick question where can i download the show? Let me know asap. I am based in Ireland at the moment. thanks Ciaran

   Posted by Ciaran on 18/06/2009 16:34:18

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4. The idea is good well done niall!!.But surely if any one has a problem couldn't they use the costomer services desk that I am sure every shop has? I have often used the one here in Winnersh for complaints and praise alike . They have always been very helpful and friendly.

   Posted by winnersh on 18/06/2009 12:32:04

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5. I thought Niall's enthusiasm was fabulous and it's a shame there's not more people like him in store. His idea would be perfect for my local store in Harpenden and it's a shame Sainsburys are restricting them to refits and stores where there are new store managers.

   Posted by A Young on 18/06/2009 09:30:07

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6. Really interesting programme. Niall really wanted to make a difference and gave me faith in Sainsburys. He actually got his hands dirty to which should be a lesson to middle management. If you see something needs fixing change it! By the end of the two weeks staff were working with him rather than against him.

   Posted by Helen Jones on 17/06/2009 15:13:33

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7. Well done Niall, I agree with Richard that you should have been given more local managerial support, the attitude feeds from the top down and a pro-active approach wins my vote. My local Sainsbury's stores have been updated and installed far too many 'serve yourself' tills, and I feel it has increased the queues on the normal tills. I usually shop on line now as the delivery staff still make me feel like a customer. If you want more people to serve themselves, you're no longer running a shop, just a warehouse.

   Posted by Hazel on 17/06/2009 14:29:02

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8. I would just like to point out that one woman said "manners matter", very true. So when Justin King met Niall for the first time he shook hands while sat down. This does not look like a man who will take any notice of Niall in the long term. Niall is the type of person who will do well in any retail operation, so Sainsbury's may well lose him to another competitor unless they look after him ! William

   Posted by William on 17/06/2009 13:35:55

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9. I would like to say congratulations to Niall, as it was an excellent idea, and he deserverd the secondment Hema

   Posted by Hema on 17/06/2009 11:21:44

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10. I applaud Niall's efforts to uncover opportunites to improve the customer service experience at Sainsbury's. I was also dismayed at the response his initiative was shown by the head of sainsbury's customer services, in spite of the fact that his surgery 'prototype' idea was championed by the CEO. Front line staff who show initiative and who are not adequately supported by management are not left feeling empowered and motivated to effect change. Yet it is these front line staff that most influence the customers experience of the service. This basic management principle is surprisingly still often overlooked by service organisations in the UK. By encouraging customers to feedback their experiences of customer service, the service users also feel empowered that their voice is important and is heard. Focusing on the user of the service (the customer) is where opportunities to improve their positive experience of the service lies and therein lies the holy grail reward of 'customer loyalty'. Niall has an intuitive grasp of this basic principle, which is why his secondment to head office was effectively a recognition of his leadership potential. If every Sainsbury's store had a customer champion such as Niall, I've no doubt that some very simple to implement and continuous customer service improvements could be made, which would undoubtedly also lead to measurable operational efficiencies too.

    Posted by Richard on 16/06/2009 23:55:23

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11. Absolutely brilliant idea, what more can I say.

    Posted by Jenny Williams on 16/06/2009 23:23:22

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12. I was really impressed by the ideas presented in the programme tonight. Congratulations to Niall and Sainsburys management, for trialling his ideas, and for listening to your customers

    Posted by Sue McGillivray on 16/06/2009 22:12:57

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13. Nial is a genius. The great CEO saw the potential to make a difference when the stores really need it. Go for it Nial

    Posted by TimsterC on 16/06/2009 22:08:39

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14. Great idea, such feedback places should be in every large store. The name though can be improved..

    Posted by ian on 16/06/2009 22:03:41

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