Dear Sir/ Madam,

I am Silvia Tanumiharjo, writing to give my sincere feedback regarding your services at the main branch of Courts at Upper Bukit Timah. As a resident of the area and in close proximity to the Courts Upper Bukit Timah branch, I frequent the outlet regularly for many years. I have observed that your sales assistants have greatly exemplified your mission for being "profit focused". They are most intelligent in that when my family and I approach the household appliances department, none would take the initiative to serve us, seeing that household appliances are not worth more than a few hundred dollars. On the other hand, when we express interest in purchasing a sound system and IT items, they express slightly more interest in their sales effort, perhaps to earn a greater commission? Yet, out of my many years of visits to a great number of Courts branches, never for once did I ever notice that your sales assistants have shown efforts to be "customer-oriented". For every visit, my family and I feel obliged to flaunt our most sparkling jewelry and expensive linen, or even dye our hair blonde, in order to attract the attention of your profit-savvy sales assistants. When we happen to be in our most casual of clothing, the attitude that we receive seems to make us feel as if we are lepers or infected with SARS. None dare approach. I wonder if Courts is expecting us to dress up to the nines with diamonds and rubies, as if we are shopping at the neighbouring Da Vinci.

On 14th July 2008, at Courts Upper Bukit Timah 5.45pm, my patience has been tried till the very last drop. I had every intent on buying a clothes iron, a relatively inexpensive gadget, nevertheless necessary. Yet, I stood, alone, for ten whole minutes, and I do not see a single shadow, except for the cashier's, who tried vainly to stay out of my sight. My previous experiences in your branch has taught me that should I approach your sales assistants, they would dodge, until one who either has more initiative, or is more desperate to earn their salary, would come strolling towards me. With a lack of smile, of course. Hence, I took a crude approach to reciprocate the lack of initiative, and asked audibly if anyone was working there. In less than 3 seconds, two of your sales assistants approached, which startled me, because for ten minutes, no one even acknowledged my existence in the outlet. They seemed less interested upon seeing that I was there and seemed penniless. Perhaps you would like to know I was only wearing my uniform, not rags. The sales assistant did not know a single thing about the products she was selling, when my family asked her to check with her colleague, she complained about us loudly, "Oh, I really don't know. All of my colleagues have gone for dinner." She did not seem to respect our sincere desire to understand more of your products, so that we are able to make an informed decision. We could have bought the most expensive item on the shelf. We even intended to purchase a few other pricey gadgets. Yet, her attitude killed all of my purchasing desires, and her words have made me doubt the professionalism of your company. As I understand it, employees take turns to go for meals so that an efficient number would still be around should any customer need help. Apparently I do not see any working etiquette in your company. Please check your CCTV for evidence of the lack of respect that I have been given, but do not deserve. Not only that, she does not seem at the very least interested to serve us, and does not have any initiative in getting to know the products of your company, brushes us away with her dismissive comments. Her body language, leaning one on side of her body, sizing us up from head to toe, and her speech, are greatly rude and demeaning to myself, the customer. When asked to elaborate about the products, she read out from the labels, which I have been reading for the past ten minutes, such that perhaps I have better knowledge than she does. And when we posed her the question, "What is the average wattage of the other irons?” to which she replied, "Highest wattage?" I had to repeatedly emphasise AVERAGE, but she dangled a Philips iron in front of me, saying, “The HIGHEST wattage is 1200W” repeatedly. I doubt her linguistic and communication skills, as well as the amount of training you have been giving to your personnel. I have been to many places, some of which are your company's competitors, and not one of them has given such a rude response. I emphasise that for every visit, your sales assistants have only assisted in driving my blood pressure up in anger, such that I spend more on my medical fees than what I have spent on your products.

I urge your company to put in more quality investment in the training of your sales personnel, teaching them not only how to be profit driven, but also customer-oriented as your motto declares. Please take them in hand, and guide them to have more initiative, basic courtesy, product knowledge, and most importantly, respect. There is no need for television advertising campaigns, hiring celebrity spokespeople, and organising roadshows, when your sales personnel are unable to even show the basic respect to customers, whether they are dressed in silk or in cotton. I believe that you understand better than I do that the word of mouth is the best form of advertisements. We, as customers, do not expect sales personnel to be our servants. The least that we expect of sales personnel are courtesy and respect, but I see none of it.

As a regional foreigner in Singapore, I would like to remind you that as a local brand, which is trying to develop business in the region, it is of utmost importance to uphold the company's image, as well as that of the nation. Not through “no gimmicks” advertising campaigns, but through the heart, through your sales personnel. I am enraged, and disappointed in your company. I have lost trust in Courts. I assure you that none of mine, and my kin’s money, cash or credit, will even approach any of your outlets, much less your cashier counters from now on.

Yours faithfully,
Silvia Tanumiharjo