A Greggs branch in Croydon, South London, has taken a new approach to customer service by putting up a sign that warns customers of being refused service if they do not adhere to certain rules. The notice in the store states, “When in queue, remove your headphone/AirPods and come off phones or we may have to refuse service.” The decision behind this move was explained by a staff member who mentioned that an increasing number of customers were getting distracted and causing delays during busy periods by not being attentive to the staff. The staff member shared with The Sun, “We get more and more customers coming in who seem to be lost in another world. We try to be helpful and get everyone served quickly during busy times but it’s impossible if customers can’t hear a word you’re saying. The sign is pretty blunt but we have no option.”
Despite this bold move by the Croydon branch, a spokesperson for Greggs clarified that this rule was not a company-wide policy. Another staff member also expressed frustration on social media about customers talking on their phones while ordering, highlighting that it was disrespectful to the workers and caused unnecessary delays. They further mentioned that they would no longer wait for customers to finish their calls before taking their orders. Greggs has chosen not to provide any comments on this matter as reported by Birmingham Live.
In a time where customer service is highly valued, Greggs’ decision to enforce such rules raises questions about the fine line between ensuring efficient service and maintaining customer satisfaction. This move has sparked discussions about proper etiquette in public spaces and the impact of modern technology on daily interactions. As businesses navigate through the challenges of the hospitality industry, it remains to be seen how other establishments may follow suit in setting boundaries to streamline operations and improve customer experience.