Thursday, December 23, 2010

Some people get it…

Some people get it… like the staff at Faull’s shoe shop here in Launceston where I just bought a fabulous new pair of shoes. While I was in there I pointed out my badly scuffed, but well loved red leather boots (my staple this past winter). They organised some shoe polish for me to purchase as well. The lady helping me out then came out with some polish on a cloth to “test the colour” and proceeded to re-redden both my boots. Service – they get it.

Some people don’t get it… like the café I sat in for around 40 minutes when 4 of the 6 total customers asked for gluten free options and were told by the owner of the business that the café only had one. Listening to their customers – they didn’t get it.

Some people get it big time… like the Atrium café, also here in Launceston who when they discovered they’d taken a little longer than their usual standard time to deliver a coffee to my friend and I the other day brought out two complimentary little tasty treats. When I questioned whether they were gluten free (my friend has an intolerance) we were presented with a further treat – at no cost – that was gluten free. Turning a problem into an opportunity – they get it.

Do you get it?

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By Kirsty Dunphey with 2 comments


Totally agree Kirsty. A local upmarket restaurant here in Forster (where everyone is doing it tough) cancelled a 10-12 person family booking because it was the only booking they had, and "it wasn't worth opening the restaurant!" They told the people to book somewhere else! I would have seen this as a great opportunity to lavish these clients with great service, food, etc whereby they would be telling dozens of people how great it was. However now they are telling hundreds of people how pathetic it was! Some people just don't get it and can't see the forest for the trees!

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