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Posted By Jimmy R
My father went to pick a gas cylinder up from the service station at the weekend and asked for assistance to get the cylinder into his car, as it weighed in at over 30 pounds. As their was no one available, other than the 1 lady on the desk, the lady asked other customers to assist. Surely this is wrong and the service station should have systems in place to cater for those who need assistance?
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Posted By GeoffB4
Good question. What would you suggest?
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Posted By Merv Newman
Those gas cylinders are really heavy. 15kg of gas plus the cylinder. I can understand the lady cashier being forbidden to handle them.
At home we have switched to the half-size bottles but we still collect and deliver some of the full-size to local OAPs. A real pain when you have to go up or down steps.
Jimmy, I hope that the next time your dad has to change a bottle he takes you with him.
Merv
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Posted By Philip Beale
Surely this is going down the road of conkers bonkers. It's unlikely for a station to have someone employed just to load someones car. If some one asked for a hand to move something why not. Or alternatively go back later when you have someone to help.
Lets not get to a point where you can't do someone a favor or give them a hand for the fear of being sued or it's not their responsibility.
Would you refuse giving an old dear a hand out with her shopping because you don't work for the shop!!!
Phil
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Posted By Jimmy R
The fact is the lady (employee) wasn't forbidden to handle the cylinders she just wouldn't as it would mean leaving the counter. Additionally, Phil, no one is saying that someone should be employed just to load cars but there should be systems in place to assist those with disabilities without embarrassing the customer by asking other customers to help.
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Posted By Jimmy R
Yes Merv,
The next time my father needs a gas cylinder I will ask him to wait while I travel the 360 miles.
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Posted By Philip Beale
My point was more that the garage can't afford to employ two people on the off chance a customer needs assistance. The only policy they should have is ask the customer to come back latter when another employee may be on duty or to come back with someone to give them a hand.
Or as she done to ask if another customer to give your dad a hand to save a wasted journey.
Phil
Were the gas bottles stored properly as that seems to be the main issues with garages as they just stick them on the forecourt.
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Posted By tmd63
There is the problem of these new solicitors that keep advertising in the media. If the lady had lifted the cylinder and it was over her one person lift capacity (18Kg), and then she had damaged her back, the company she worked for could have been sued. It is this stupid blame / claim culture that is on the rise and stopping sensible people from performing a kind act.
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Posted By GeoffB4
Jimmy R - I'd asked what type of system are you suggesting to see if there was a practical way around it, but you haven't responded.
From my experience of this type of facility (and the profits (or lack of) involved in maintaining it) the garage would be better off discontinuing selling cylinders and thus avoiding a repeat of this type of problem.
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Posted By Jimmy R
Geoff,
If I had an easy answer I would be contacting the service station, but I think a DDA Assessment would be a good starting point then a Manual Handling Assessment for potential customers.
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Posted By Ian_P
'Stop selling the cylinders'?! Behave!
Come on guys, this is seriously bordering on the ridiculous.
People know that these cylinders are heavy so they shouldn't go and buy one on their own!
Would you go and buy a massive flatpack wardrobe on your own? No!!
Yes it might be feasable of some of the larger petrol / service stations to make arrangements for assistance in loading such items but I suspect, for the majority of outlets with 1 member of staff on, that this may not be possible.
I can see it on page 4 of the mail now: "'elf & safety ban shop from selling gas cylinders......"
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Posted By GeoffB4
Ian P - the irony must have been lost in translation. We're on the same side!
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Posted By GeoffB4
Jimmy R - interesting, first a DDA assessment and then a manual handling assessment - for a customer buying something from a retail outlet?
I'm looking forward to this thread developing!
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Posted By Philip Beale
Having a think about it surely an employee would not be able to assist a customer. Once the customer has bought the item then it would be their responsibility.
The station could not provide any equipment to assist customer with loading as they are not trained to use. If an employee damaged the customers car during loading then would it be the stations fault so their for employees can't assist
as cars range greatly Load height, access (eg hatchback, saloon etc)then each would pose a different set of issues which would need RA.
so my view is that it's down to the customer to make provision.
Phil
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Posted By srd
I don't think that this is a 'bonkers conkers' type of issue, as there is a real risk of manual handling injury in this circumstance.
This operation seems to me to be a two man job, either service station employee and customer, or customer and helper.
I suppose a manual handling aid could be employed, but would every customer be competent in its use?
I wonder how the service station has dealt with its risk assessment of the operation, as it doesn't appear to have any controls in place?
Stephen.
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Posted By Jimmy R
Geoff,
So am I mate.
I'll check in tomorrow to see how it has developed.
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Posted By Colin Reeves
"I wonder how the service station has dealt with its risk assessment of the operation, as it doesn't appear to have any controls in place?"
There is no risk to the employer (service station). They sell the product, end of transaction, therefore no risk assessment / controls. No manual handling (unless payment all in coinage!!).
Transport is down to the customer, unless the garage advertise "sale and help to your own transport".
Colin
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Posted By MT
What I'm wondering is how your dad was going to get the 30kg cylinder out of his boot at the other end of his journey, once someone had helped load it into his car.
Generally it is up to the customer to plan how he is going to uplift goods which he has purchased, unless perhaps the retailer offers delivery.
Do you know for sure that the employer hadn't forbidden his employees from lifting heavy items for customers? If I was the employee I certainly wouldn't be keen on lifting a 30kg cylinder, even if it was a 2 man lift and I definitely wouldn't be doing it if my employer had told me not to.
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Posted By MT
My apologies - I realised I've said 30kg when you said 30 pounds.
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Posted By Ian_P
Sorry Geoff, just logged back on! Yes the irony did go over my head! Apologies.
Is this about health and safety (at work) or a discussion about customer service?
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Posted By Ron Hunter
Conditions of Licence imposed by the Licensing Authority for Petrol Filling Stations state that the pump control panel in the kiosk(pump emergency stops) is to be manned, with constant vigilance of the forecourt, during operating hours. Where single-man operation is in place (which these days is the norm) that same person has to serve shop customers, look after stock, fetch and carry night-time orders to the pay drawer,prepare ready meals maybe assist with tanker deliveries, etc.
As if!
Yet these Petrol Stations also pay lip-service to DDA requirements by providing call-points at the pumps, or ask customers with mobility problems to sound their horn.
And then what?
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Posted By Tabs
Presumably, this has been going on for years - but yet again it gets everyone excited because it has just happened to someone "we" "know" ("We", not being me, and "know" being read about).
For centuries, nay millennia, people have bought things too big to carry - so they make arrangements. Jimmy's dad might have bought one before, might not have - but should have realised that he needed help and arranged it. Or suffered. (Harsh, but you should hear what my mom would have said...lol). In most parts of the country, there are people who will deliver gas containers to the door, but they charge more I guess.
The REAL duty of care comes from the supplier of the gas container - doesn't it?
And to sons who move 360 miles to avoid the drudgery of helping dad (tabs ducks punch, lol, and admits he lives 156 miles from his own dad).
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Posted By Philip Beale
"The REAL duty of care comes from the supplier of the gas container - doesn't it?"
Surely there duty is only to the garage to ensure they are delivered correctly and are stored correctly what the garage does after is down to them.
Nowadays you can get the little dumpy ones that i would have thought should be in everyone's capability.
Phil
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Posted By Peter MacDonald
Why does he not just buy a smaller one. He has to get it out at the other end.
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