A prime example of setting your systems up for the 1% of thieves and not your 99% honest customers.


 This time, Mobil @Mercer has offended me. Why? Because at my local service station, they don’t seem to be able to trust any customer. I can understand that some less salubrious customers might take a chance and run off with out paying, and so “pre-pay” enables the cashier to control the pump. But they have gone a step further. Not only are all pumps on pre-pay, but you have to first pay $99, then fill your car, then go back inside for your refund if you didn’t spend that amount. Unbelievable. They are doubling their work load, and the customer has to queue twice. I still can’t quite believe it.

Don’t penalise all of your customers because a very small % of them steal from you, it’s not only not fair, it’s stupid. Sort out a system that affects them, not us.

Will I ever set foot on to that forecourt to buy petrol again? Not a chance.

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2 Responses to A prime example of setting your systems up for the 1% of thieves and not your 99% honest customers.

  1. I agree that it’s a sad day when companies feel the need to design their business practices around the worst scenarios of human behavior. But I think the best way to express discontent is to do exactly what you did and simply quit giving them your business.

  2. bluebanana20 says:

    As of today, 27th Jan, no one from Mobil has replied to my email. Very, very poor.

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