Chesham Pool - This is more like it!
 I wrote a news item about a letter I received after complaining about the timetable at the Chesham Pool. The response from Karl Alexander was totally inadequate, full of platitudes with no commitment to take any action. In customer service terms, this particular letter was useless. Rather than pacifying me, it incensed me enough to prompt me to write again to Wycombe Leisure Limited copying to my two local councilors and the Chilterns District CEO.
After this missive, I received a reply from Mark Young. This is a much better letter as it shows what action is being taken. I reproduce a copy of it here in this article.
"Dear Mr Chan,
I am writing to you as Contract Manager for Nexus Community As I oversee the contracts we have with Chiltern District Council and South Bucks Council.
Chiltern District Council have passed on to me your e-mail about the swimming timetable at Chesham Leisure Centre, so that I can reply to you, and I would firstly like to thank you for taking the time to comment on the timetable.
I have this morning spoken to the General Manager at Chesham and she has informed me that the timetable was in fact incorrect – for which I would again like to apologise for.
I would like to reassure you that when we put our timetables together we try to ensure a balance for public use, lessons, swim clubs etc and unfortunately on this occasion it would appear that we missed the fact that Chesham Swimming Club was running until 1st August, which meant that there was a slight overlap from our normal timetable and our summer timetable. When this was discovered we should have put up notices to notify customers of this issue, but we failed to do so.
I have today agreed with Jo that we need to double check our next timetable to ensure that it is accurate and should we ever have any changes to the published timetable we will ensure notices are displayed at the centre and on our website.
As recompense for the inconvenience that we caused you I would like to offer you 2 Family Swim vouchers which can be used at any of the 3 pools in the Chiltern district – including Chesham Leisure Centre, Chalfont Leisure Centre and Chiltern Pools.
If you would like to accept these vouchers please let me have your home address and I will send them to you.
Thanks again for your comments and I hope that you will enjoy your next visit to one of our pools
Kind regards
Mark Young
(Contract Manager – Chiltern and South Bucks)"
Even if he had not offered the additional tickets, this letter shows that some action is being taken.
As customers, we all realise that things can occasionally go wrong. When we complain, all we need is some acknowledgment that our complaint has been heard and something is being done about.
Good on you MarK!
|