I am generally satisfied with standards of service and presentation in Golden Bay businesses.

45 Comments

Fussy says "Some places are good (e.g.Takaka Infusion, Sans Souci, Ratanui and Feel Good Food) but in too many other businesses the staff are unhelpful, grumpy or slack. No matter what the business is, I think a customer should be greeted and then dealt with in a professional manner. I know quite a few Golden Bay people who just don't support a whole range of businesses because of the standards of service. The hospitality trade requires a level of friendliness, warmth and politeness that a few businesses don't seem to be able to manage. "
February 9th, 2011 at 10:44 AM
perkynana says "In many Main street food outlets, the service was casual to the point of boredom with attending the needs of the customer. It's about the customer!! The best service my family recieved was from the fish and chip shop, and the telegraph Hotel.Wrong orders, ignored while waiting for service...i understand the staff may be itinerant and untrained but better management would fix this problem. Feedback sheets maybe? "
February 10th, 2011 at 06:06 PM
Desperately Frustrated says "When my family was here we wanted to go somewhere nice for lunch,where the staff were friendly and helpful,and clean.We tried 3 places before we found that.We walked out of the Wholemeal horrified,filthy kitchen and sweety staff, dirty owner. dirty toilet's The Sand's,horrified, large lady with filthy T shirt who didnt even clean our table or acknowledge us, and Feel Good, nice and clean,staff friendly, over priced under portion's food.We ended up at Salmon Farm and loved everything about it.Shopping,Heavenly bodies we were totally ignored which was a shame as we wanted two expensive hat's.Gr8 garden shop.Revolution,she stopped doing my hair twice to serve courier people.Ponamus, lovely lady.mostly, shop people were bored and disinterested in me and my money.Thankyou for this opportunity to vent."
February 11th, 2011 at 01:16 PM
missyg says "Interesting reading your article in this week's issue. The Wholemeal Cafe and Fresh Choice Supermarket both making excuses for bad service and dirty conditions etc. but they are two of the worst offenders and should be striving to improve regardless of the time of year. These are their businesses and they should be striving for excellence for the sake of their own pockets if nothing else. Their slack attitudes reflect in the way their businesses operate and staff are just following the example set for them by management. If their customers are just a nuisance, why are these people in business at all??"
February 11th, 2011 at 02:17 PM
Anon1 says "I agree with everything that was said in Williams letter. I don't think it was 'big city ideas about himself'. I as a local expect good service too. I am constantly annoyed by the state of the food and also the price of food at Fresh choice and have found the best way to deal with it is by voting with my feet. I go to Motueka to do my shopping. I am not the only local that does this. For example, paying $6.99 for a punnet of tomatos only to get home and find that it is actually covered in mould. This type of thing has happened to me more than once. I always check the expiry dates now. The other thing at Fresh Choice, just today in fact, is that I constantly get sick of the staff standing in the isles talking about the other staff 'behind their backs'. As a customer I do not want to hear this sort of thing. A simple smile at the checkout will go a long way too. If you hate your job so much then leave."
February 11th, 2011 at 04:48 PM
auntiemay says "totally roasted, dirty toilets,scruffy eating area and miserable owner. Outstanding young waitress who was run off her feet. Wholemeal Cafe, disgusting kitchen how does it get past the health Dept., staff scruffy, in need of uniform, and please do away with the dirty hats in the kitchen, and greasy hair. The Little Cafe Commercial St.,superb spotless good coffee. "
February 11th, 2011 at 05:03 PM
gblocal says "Focusing on the positive: The best places in the bay for service? 1. RATANUI LODGE, all the way. Good food, nice setting, fancy yet AFFORDABLE! $48 for a three course meal, we had the 5 courses ($60) and couldn't finish the cheese platter. Cocktails are in the $9-$11 range, the wine list starts at $36 per bottle, and beers are from $6 a bottle.) Friendly and efficient service from people who care about giving their customers the best possible service. Steve and Pete, maybe you should look at running a Customer Service 101 course. 2. Roots Bar: great beers and ciders, staff who'll give you a smile when you walk in, and the open fire outside gives it a GB atmosphere that is missing elsewhere. No wonder its a hit with the tourists! "
February 11th, 2011 at 05:06 PM
Sir Mort says "As a retired couple we treat our self's to to a mid-day meal once a week. Top places we will no longer go to are.No.1 Wholemeal Cafe.Dirty needs a good shake-up, Kitchen Staff need a good bath. No 2.Totally Roasted needs a good clean. Young staff over worked but very good. Toilet "Oh my God"!!! For your morning coffee try The Little Cafe, muffins best in the South Island Only (Fresh) Choice very good staff but Fresh Produce it is not. "
February 11th, 2011 at 05:40 PM
G.B.resident says "What can I add to all dos comments? Yes ,yes and yes agine.If I have to wait for a coffe for 20min. and then get told "oh,we working on it",and that was not in the main season.Notvery good and yesIdon't go there any more. Hey Wayn pay peanuts and get monkies. toally roasted,very mudy owner,and the toilet,how do they get away with that? Fresh Choice, not much of fresh nor of choice,toally overpriced.and you do not give me much choice other than going over the hill. BP and Mobil 5cents more than Nelson for petrol yep I can understand, 12cents is a rip off. but here sorry I have to get it here But there are lots of Great shops and cafe here with good sevice"
February 11th, 2011 at 09:25 PM
Herelongenough says "The Wholemeal and Freshchoice should listen! The state of the tables at the Wholemeal is appalling - no matter which time of year you go. The Counter staff are usually pretty friendly though. Freshchoice is overpriced and the vegie's and fruit often past their best. Suggestion - pay your staff more and they make actually care for customers more! Feel Good Food have lovely staff, but a little pricey. Rather pay more there - at least it's clean. Listen to the critisim rather than going on the defence. You may actually make more money if you change a few things. Lindsays need a mention - these people really try hard to help you! "
February 11th, 2011 at 09:41 PM
Metoo says "Seems to me that the business owners who scream loudest at (constructive) criticism are the ones who would most benefit from it and take the opportunity to have a good look at their businesses. could also add the Penguin to the list of non-performers - calling their meals "mediocre" would be a compliment. But they still charge Auckland prices. As for the wine list............................ "
February 12th, 2011 at 09:04 AM
eatathome resident says "I am a local and I thought the letter from William was great and spot on. I and all the locals I know bemoan the state of eating out in GB. Owners- know this, you are in a state of grace because there is little choice for people wanting to eat out in the Bay and you will not hear bad things because the locals know you and won't want to rock the boat or seem pushy. I have worked in hospitality all over the world and there is some of the worst standards here. A lot of it is the service and I agree with someone else's comment that good management would fix this. I like many people here that I know, can afford to eat out but don't because of this. Some of the worst service (wholemeal) has been in the off-season. However there are a couple of ladies there (sorry don't know your names) who provide great service there and you should pay them more. I once waited 3/4 hour for a chocolate milk in one establishment which I had already paid for and was forgotten about. This was in April! Come on guys pull your socks up! Customers vote with their feet. Places who are consistent: The Mussel Inn - good, timely service, food is well priced, does what it says it's going to do. Infusions: Fast service fresh food, drink. The Courthouse. Great service and consistently good food always. The Brigand. The new manager guy is on to it and food and service is good because of this. This is not 'big city ideas' this is getting the basics right. GB residents we have put up with this for far too long, we must insist on better service and if it's not up to scratch - don't go there again!"
February 12th, 2011 at 10:46 AM
paul says "feel good food give excelent service and product range, however i have seen sheryl in a dirty apron on a number of occassions"
February 12th, 2011 at 02:42 PM
shopathome says "Well I think we have anamazing range of speciality shops and staff generally give great service and if we dont support them we will lose then,if we all go shoping to Motueka and Nelson we will find we wont have these excellent shops.Infusions is a stand out for service ,food and cleanliness and Feel Good too are very fussy with a great range to suit all tastes.Tavern Collingwood is always up to parr and has the cleanest best ladies loos of the lot.Nothing is too much trouble to Pounamu and Hammer hardware staff and range of products is second to one.Beats having to go to those great big barns Mega store and bunnings to get a few bits and pieces and walking half a mile to still not find it and no staff members in sight!Fresh Choice has agreat selection for a rural super market and over Christmas has been the busuist FResh Choice in NZ so its no wonder that stock sometimes runs out.Ask for a product that they dont stock and they will get it in -you cant get better than that.And where else can you do your supermarket shopping and catch up with every bit of news and meet all the people you havent seen for ages- fantastic.And about all those tourists that want their lattes in double quick time ,just relax for goodness sake you are on holiday you've come for a rest dont expect to have city coffee machine capacity for 1 month of the year.See the slow down mural signs and too damm fast through town that applies to life in general,just take it easy and enjoy the ambience of our lovely town. However old Kiwi Host training would be great help for any service staff. "
February 12th, 2011 at 03:21 PM
migrating north islander says "We visit regularly from the north and agree with shopathome. Part of the attraction of GB is its laid-back quality of life, but this should be reflected in friendliness and not used as an excuse for lowered hygiene and service. Great places are Collingwood Tavern - yes, the ladies' loos - Hammer Hardware, Schoolhouse Cafe at Pakawau, Collingwood store and that little ?German or Dutch bakery down the alley by the cinema. Have noticed poor hygiene at Wholemeal Cafe, and waited nearly half an hour for a smoothie at Dangerous Kitchen one afternoon (counter staff friendly but 5 or 6 kitchen staff stood round chatting and didn't notice order - and no apology either when we finally got it.) Bare shelves at Fresh Choice are irritating esp "fresh" veg - in fact we are amazed that for a "green" community there are few places to buy fruit & veg. Will have to grow our own once we come to live in GB. Still a wonderful place to visit or live!"
February 12th, 2011 at 03:48 PM
honest local says "Wow. The comments here paint a very clear picture. I am a long time local and agree that many of the businesses in Golden Bay need a huge wake-up call when it comes to service, tidiness and customer satisfaction. Mussel Inn: Very friendly staff, professional and chatty, smiley and welcoming. Great atmosphere. Old School cafe: Good management, very poor front of house service from Gaye. Good food. Paddle Crab Kitchen: Welcoming but casual. Tinky's: Outdated decor, needs a jolly good wake up and a kick into the 21st century. Hammer Hardware: The home of excellent service and a model for all to follow. Always friendly and professional. Well done! Fresh Choice: No other choice. Grin and bear it, but generally acceptable. Garden Shop: Top marks, no complaints. Organics shop: Highly overpriced. Many lines are available at Fresh Choice for substantially less. Village Theatre: Very good. No worries there! ITM: Dull. I believe that the businesses who occupy a niche market are lucky. If there was competition in your sector, what would you do to keep your customers? There are a great number of slack, careless and dull business owners here who really need to smarten up their act. Don't get too defensive when visitors point out that your business needs improvement, just get on with it. Don't blame it on 'big city attitudes', many of us expect great service wherever we live. Well done to the business owners who do step up and meet the grade, you know who you are! Money talks. there are good reasons why I choose not to return to certain businesses in the bay. Cheers."
February 12th, 2011 at 05:34 PM
Happy Local says "Some of the adverse comments printed are all too true, but on the whole I think we have a range of good businesses, cafes etc. in Golden Bay. Feed Good Food is the best for food and price,as is Takaka Infusion. Other good eateries are Sans Souci, Mussel Inn, Naked Possum, Brigand. To the person bemoaning no fresh fruit and veg - try Waitapu Gardens, Rocks World, and the markets in town on Fridays and Saturdays. As several have mentioned, Hammer Hardware goes the extra mile, so does the Garden Shoppe and The Quiet Revolution. Personally, I find the staff at ITM obliging and helpful. Keep up the good work, everyone."
February 13th, 2011 at 04:36 PM
anon3 says "I think the point of William's letter was to suggest to business owners to take a really good look around, plus ask their customers and staff for written feedback. Repeat business is the best way to thrive; you need your customers to come back again and again. Try not to be defensive and say that it's the busy time of year and it's hard to provide good service and he's a city slicker so what does he know anyway. It's a problem YEAR ROUND. Please approach it professionally. Please don't blame anyone. Please think about it from the customer's point of view. Please set high standards. We want to spend locally but we are doing it much less often than we used to and money isn't the issue - the issue is that our expectations are not being met. It's not my problem for having high expectations - it's your problem for not meeting them."
February 13th, 2011 at 05:07 PM
pohara says "anon3 has got it right. William spoke about filthy premises and sloppy service - he also spoke about clean premises and excellent service. So why an "angry" reaction from some of the business owners in the article? Why didn't they react with pleasure because he was praising their business? Do they secretly know that their business has shortcomings but don't want to admit it or do anything about it? Do they always react to criticism with anger? Perhaps that's why customers don't tell them what they think - because they're nervous about the reaction, and that the owner and staff will talk about them once they've left the shop or cafe. It's not a war. We just want excellence in the places where we spend our money. Good on those who do a good job."
February 13th, 2011 at 05:18 PM
Johann says "I think it was quite revealing reading the business owners response to the criticism. Some owners were full of excuses and trying to justify the reasons why standards may be low, and other owners were keen to be proactive and find ways to improve. Contrast Wayne's (Wholemeal Cafe) response with Roger Tait (Fresh Choice) and you see 2 very different attitudes to customer service. Personally I vote with my dollar, if I receive particularly bad service then I exercise my right to shop elsewhere. Have a great day!"
February 13th, 2011 at 05:32 PM
Basil! says "Oh the arrogance of a business owner who claims to know what the customer thinks! Wayne, Judy, wake up guys, the customer is always superior, the customer doesn't need to be an expert on hospitality to recognise a dirty business, and since when did the business decide what constitutes good service? Customer perception is reality - the customer doesn't care about your woes of it being busy, or having to train new staff - your problem, not theirs. And all this talk of 'big city ideas' is irrelevant - being a small rural town is no excuse for low standards. Hammer and The Garden Shop have it right - yes small and rural but with first-class service. Anatoki Salmon provide a great breakaway from the big-city life into a laid back rural environment, but the experience is second to none. We have some great places to eat and shop in GB but I'm sorry to say that Basil Faulty would feel right at home in some of the others."
February 13th, 2011 at 10:31 PM
Anon says "I commend William Brace for starting this discussion. The responses from many business owners came across as highly aggressive and defensive. Why attack someone for the reminder that a re-evaluation of your customer service practices could lead to profitable and enjoyable improvements for everyone? Bad Why are people so upset that someone has let them know of his experiences? These are just as valid and constructive as positive feedback. When I first came to the bay a few years ago, I particularly remember the slow and unfriendly service I received from Feel Good Food. After a year or so, presumably when they realised I was a local, the owners made a bit more effort to show some interest in me as a customer. However, it is still common to be left standing at an empty counter for lengthy intervals upon arrival. "
February 14th, 2011 at 06:26 PM
Localgirl says "I agree with many of the above comments. There are some businesses in the bay which are fantastic: San Souci would top that list-always friendly staff with the atitude that they are happy to serve. The Organic store also has a friendly atmosphere and helpful staff especially Hera and Uta. The Mussel Inn is my prefered place for a good dance at the staff are good too.The other end of the spectrum is the Wholemeal Cafe (excluding Gretchen) most of the staff would prefer if I didn't have to bug them and they can't wait to go home. I don't go there anymore. My kids like Feel Good Food because most of the staff are kind and patient and value their custom. I think their food is basic and overpriced. Fresh Choice has some great staff and others that I avoid due to their general dour personality. I don't shop there for fruit or veg if I can help it. If you are a business that has had negative feed back please see it as a gift and a chance to change and perhaps welcome back some local custom. Feedback forms in shop would be a great start. Ka kite. "
February 15th, 2011 at 04:06 PM
anon says "While I do not necessarily disagree with all the comments regarding The Wholemeal, I feel there are many great aspects that have been overlooked. Dylan, the head Barista, makes fabulous coffee and manages to keep calm and well-mannered under pressure. The chefs (where possible) go out of their way to accommodate customers with specific dietary requirements or food preferences. Lorna is a very pleasant front of house & an extremely tireless worker. Wayne is in the café most days and is always available for a chat with locals and passers through. Wayne makes the wholemeal available to entrepreneurs wanting to showcase their work, groups holding meetings, or for private functions. He also provides donations to community groups in the form of gift vouchers when requested. He and the Wholemeal have been an inspiration to many. I see The Wholemeal as a place where an eclectic mix of people can gather and mingle, meet with friends or just hang out in a vibrant and relaxed atmosphere. Long may it continue"
February 15th, 2011 at 11:27 PM
bcalm says "Wow. Amazing the experiences people are willing to share when they can do so anonymously. Thought I'd give it a go myself. My large extended family stayed during the summer hols and returned time and again for good healthy delicious food and great coffees and service at The Wholemeal. My sister commented that she liked to see that the staff were wearing aprons, unlike other establishments where they looked really casual and unidentifiable as staff - jandals and denim shorts don't do it for cafe workers ..... (Penguin/Courthouse). The entire family enjoyed the Wholemeal experience and still do as they continue cooking from the recipes in both Wholemeal cookbooks. In my travels around the country I have not found a better value salad at any other cafe so thank you Wayne! I think the Wholemeal Cafe is an icon of Golden Bay which many people flock to for the good food and coffee. Re the state of the kitchen - I don't know it's not my experience but I trust the regular visits local eateries get from the health authorities. Wayne keeps the premises and food options updated and interesting which visitors notice and enjoy. Many times when using the loo it is always clean. Contrary to popular (local) belief it is the Mussel Inn I find most offensive. None of my family liked anything about it even though they went twice to give it the benefit of doubt. Other visitors we've taken have had the same opinion. None of them liked any of the beer and found the house wine undrinkable (and the bottled varieties overpriced). Staff were uninterested and the toilets (as always) smelly to the point of permeating the whole atmosphere. The coffee is like dishwater and the food so uninteresting that no-one ordered nor wanted to with that smell in the air.... I've heard many visitors and others complain about these things at the Muss but no-one brave enough to say so........... Oh, cheers to the guys at Ratanui and Sans Souci as I have enjoyed great service and good food there too. May our cafe owners thrive from the feedback they receive, from which they can only improve. I admire the hard work all of them put in, kia kaha."
February 16th, 2011 at 01:04 PM
anon says "I think there are a few services in the bay that need to take alook at themselves as well. I used "LOCAL" and got charged a travel fee of $60.00. They only live 5 mins from my house! I also have standards when I shop but I also try not to take my bad day out on the retailer. I guess it can work both ways for the shopping experience."
February 16th, 2011 at 05:37 PM
LocalBusowner#1 says "Thank you for supplying the medium for open and frank comments regarding customer service standards in Golden Bay.I dont believe there would be any business owners or staff that deliberatley look to offer poor customer service at any level.Many[most] struggle with the population numbers of GB to try and make a return from their investment.Many could take their businesses to a greater population but they dont.They stay in GB because of what GB is all about and that is the people.I would suggest if anyone has an issue with any shop or store make a point of making contact with the person in charge and "politely" pass you concerns and ask for a response.No owner will give up this opportunity to fix such a problem. Before you rush over the hill and make a purchase try giving the local business an opportunity to procure the product or service. You may be pleasantly suprised by the service level you receive.Most Businesses contribute significantly to supporting local clubs and organisations.Very few outside firms contribute to the local community in this way.In short, yes we do care about our business's in GB and I am sure many if not all will repond in a positive way to the concersn raised. Thank you to all the submitters for raising your concerns"
February 17th, 2011 at 02:38 PM
rude says "I went to the wholemeal for a coffee, and when it was brought (by a guy just wearing normal clothes) he basically told me off for sitting so far away (I was in the upstairs bit around the corner) and then proceeded to lecture me on how to display the order number properly. I'm local, and I'm NEVER going back. I do pop in to read the notice board though. On the opposite end of the scale, I went to Brigand with my wife for our anniversary, and were made to feel so welcome, and looked after so well, we felt really spoilt. The food was delicious and great portion sizes too. Definitely going back there again."
February 17th, 2011 at 06:40 PM
me says "We are lucky to have such a wide variety of shops and eateries in our small town all who try desperately to please but you can never please everybody its all a matter of perspective GOLDENBAY IS GREAT!!!!"
February 18th, 2011 at 09:19 PM
Noworries says "I am overjoyed by the friendliness and cleanliness of ALL of the businesses in GB. I am shocked by these ranting comments. Slow down and smell the roses. One comment: the rubbish bin at the Isite could be enlarged, or another one installed. It looks unsanitary and unsightly when it overflows. "
February 19th, 2011 at 05:47 PM
almostlocal says "What a wonderful frank blog about a really important issue to GB. You wouldn't get that in Christchurch or Wellington! I do agree with all that have lamented about the poor service at many of the cafes. We come to Golden Bay frequently but don't bother eating out now as the quality of the food, service and atmosphere has dropped away. I hope this conversation triggers change to bring back the good eating experiences we remember. We want to spend our money in Golden Bay but not where we wish we hadn't."
February 19th, 2011 at 10:09 PM
localish says "I so agree with many of the comments above. Yes, we do have some wonderful places to eat and shop in, but unfortunately the places that I enjoy drinking/eating in are also falling short in many ways. The coffees at Totally are wonderful but customer service needs addressing, as do the filthy toilet! The wholemeal has lovely staff at the front counter well done, and the coffees are generally nice, again the toilets/tables floors could be cleaner and Wayne again could show some basic manners to his customers. I found the Penguin to be overpriced and their food basic,the staff need to learn how to be polite and perhaps smile at times, I do not visit anymore! Also, the staff in Fresh Choice could perhaps offer a smile or maybe muster up a "hello"! To me this is basic politeness to say hello and smile, why is this so hard to do in many places? I only repeat my business as there isn't as much choice as the city offers or else I would definitely not go back to some of them~!"
February 20th, 2011 at 10:57 AM
Liz says "It was with great interest that I have read all the comments in the GB news. I am here in NZ for 1 month visiting relatives and have visited Golden Bay for the past 7 years on my annual visits. Here are my findings on this visit ... 1) Supermarket - Clean, friendly helpful staff, good service, Thank you. 2) Bach - Clean, ideal location in Paton's Rock, friendly helpful owner, Thank You Gabriele. 3) Feel Good Food - Quite an eye opener. Some confusion between a chicken & mince pie, staff not really interested in good service, tired & disorganised. 4) Totally Roasted - Staff not interested, waitress stared vacantly into space when waiting for order & when delivering order she could not have walked any slower without stopping. The staff appeared to 'not want to be there'. 5) Brigand - As always a fantastic meal and excellent service. So nice to see something doesn't change."
February 20th, 2011 at 07:36 PM
Shearwater says "We have just returned from a week in GB. We stayed in a fantastic motel with great service (Sunflower Motel in Pohara Bay). Coffee at Penguin cafe ok. Meal very average. At Fresh Choice I stood behind one of the staff while they purchased goods and along with the other staff member ran down the customers. Very unimpressed. Also not impressed with fruit and vege. We found great vege at Rocks World. We wandered through Wholemeal Cafe and left as it didnt look good. When we tried for a meal there (giving it a second go) we found it was shut. On a Wednesday night during summer. What is with that? We went to the Telegraph Hotel instead and it took 50 mins to get served battered fish and salad by a barefoot waitress. The place across the road that served local beer and Tapas was nice. Shame about the smokers. The TLC Cafe served superb coffee. We did love GB generally though and hope to visit again."
February 20th, 2011 at 08:57 PM
Richelle Riley (local) says "Firstly, I had a very nice eggs anatoki at the Wholemeal yesterday and considering how busy they were got rather prompt service. Secondly, Desperately Frustrated (comment 3), "large lady with filthy t shirt" am I to think that you think all large people are dirty? Hm, possibly "staff member with filthy t shirt" would have done the trick, to me it sounded like a personal attack on large people, as did a few other comments on peoples hygiene felt like personal attacks. Cafe kitchens are hot and at times stressful so looking sweaty is par for the course, watched masterchef or hells kitchen lately? Thirdly, I do think that there was also a good deal of constructive criticism in the comments above. A smile, a hello and friendly service go an awful long way."
February 21st, 2011 at 10:27 AM
notinGBanymore says "As a former resident of GB, I totally love telling people how magical the place is, so on a recent trip back, I brought my new Boyfriend who happens to be from Australia, to see the beautiful place I once called home... one evening on sunset, he took off for a walk at pohara, and kindly asked a local where the toilet was, the LOCAL asked him where is was from, "australia" replied my boyfriend, ( he has a very strong accent)" the local then replied.. "I know that but which part?" he said in a gruff voice... BF replied "Gold Coast"... then the grumpy local then called him a "mungal" and huffed off....I wonder who you were?? I probably know you... that is a real shame... the next morning we left, with lots of the money we were going to spend over the next few days..."
February 21st, 2011 at 11:25 AM
FED UP says "Come on people just STOP!... firstly I am not going to write my name as I work in the takaka township. If you have a proplem with a business you have visited, talk or write to that business and stress your compalaint to the owner/manager and unlike this coloum have your name at the bottom, rather than say your speal then not sign it. I have read an unfair comment on this site which annoyed me as this is why I am writing my bit, with some customers no matter how helpful or friendly or other options you have and give them SOME PEOPLE ARE NEVER HAPPY, "
February 21st, 2011 at 06:49 PM
guesswho says "Shopkeepers should listen and start to improve their image instead of being angry if someone complains. I find some GB hospitality staff and owners extremely unfriendly and uninterested in the customer they serve. It seems that most of them have no formal training whatsoever. Of course there are exceptions and they will know who they are."
February 21st, 2011 at 09:04 PM
3 business owner says "I think this is a valuable discussion and an extremely important opportunity for business owners to review how the customer sees them, not how they think the customer sees them. All businesses that deal with the public MUST consider this always. It is disappointing and perhaps indicative that some businesspeople responded to Brace's letter and the discussion with some animosity. We all work hard; but if we are not open to suggestion or the possibility of improvement we are stagnant and incapable of growth, and unlikely to succeed. Store owners/managers here are generally efficient and polite, because they understand the direct result of poor customer service - and it's their business. However, I think many of our hired cafe and restaurant staff are/have been casual to the point of rudeness.I know that the wages for waiting/counter staff can be very low, and may not encourage interest or enthusiasm for the job. Cafe and restaurant owners: pay attention to who your best workers are, and reward your best staff with a pay rise or other incentives.You will lose your best workers every time, or worse still, their resentment will sabotage your business, if they are paid less than they deserve or the same amount as some school-leaver who slacks off as soon as your back is turned. GRUMBLES: Worst overall offender, and for the longest: The Wholemeal Cafe. Their more mature staff are far better; some of their young staff over the years have been apalling and have cost them business. One young woman still there habitually shortchanges people and is sullen. I have had Auckland visitors leave because after an hour and 5 minutes young staff were too busy talking to have delivered a coffee, even though they were asked twice (and it wasn't crowded). Channel X/Front seat: The open and uninhibited conversation/gossip makes customers uncomfortable. PRAISE: As a woman who owns a car and does DIY, I can say I have never experienced a single patronising moment in nearly two decades in ITM, GB Mechanical or Takaka Service Station, more than I can say for one or two city stores I know. Great service at present: Feel Good Food, Hammer Hardware, ITM, the real estate places, the banks, Pounamu's.Most places are doing a good job."
February 22nd, 2011 at 10:09 AM
hawarden says "By accident I have just found this forum for comment. After a three week visit to the Golden Bay region, we are astounded at just how behind the eight ball your little back water is. Takaka certainly needs a freshen up in the attitude department. Many of the comments posted in this forum appear to be directed at the food and hospitality industries. However, I thinks it is refelective of the town in general. In fact some new blood with the big city ideas could work wonders on this place. Your current formula (if any) is not working But anyway how about specifics from when you drive in. Fresh Choice - Overpriced but clean, some senior female staff need a personality modification. The pie shop - nice people and nice pies, are the owners from outside of Takaka? The dirty pub on the corner - Is it open and does it want customers.. Roots - great attitude and service, owners must be from out of town. Pub in the main street - Auty Flo's home cooked meals need a revamp along with their attitude. Wholemeal Cafe - Just filthy, how does it pass regulatory standards. Feel Good Food - Staff very unwelcoming you can tell they dont like outsiders here. Westpac - couple of ill mannered young ladies here. Liquor Land - Please conduct your denigrating gossip sessions about people away from your customers. Golden Bay Motors - Thank you for your help, very professional good as anything in Auckland and half the price. Hammer Hardware - Friendly and welcoming obviously outsiders that run the business. There are no excuses in the service industry, get it right and do it better Takaka "
February 22nd, 2011 at 12:24 PM
Libra Lass says "Lets get things into perspective when the world has far more important things to worry about than little Takaka.Here are my thoughts:- 1)Surely Fresh Choice is just a typical supermarket! 2)Eateries that are still going strong from one year to the next can't be all bad. After all, we ALL vote with our feet! 3)Its amazing how much a smile relaxes people, be they customer or staff. 4)Everyone has an off day - do you really need to leave town because of it? 5) Some people just don't travel well. 6)Can criticism be trusted when its anonymous?"
February 23rd, 2011 at 09:00 PM
Local Lad says "If your all so dissatisfied with Golden Bay then please either leave or don't return, pessimistic people who have nothing better to do than complain ruin our wonderful environment. "
February 24th, 2011 at 03:03 PM
Local Chef says "I think one of the issues here is the "Bay" factor. I recognise that some businesses dont try harder, simply because they dont have to. Being a local sometimes makes it hard to judge what kind of service you are recieving as you often know the people serving you. In saying that I have recieved poor service in the bay and I have noticed over pricing to the point of extortion in some places which I see as blatant exploitation of consumers that have little or no choice, i.e. the supermarket. When we are offered criticsm it is a chance to improve ourselves. What a pity that some of the business people here chose to "lash out" about it and even got quite insulting, it totally reflects the attitude that William was talking about. In saying all of that, it is actually really hard to find hard working and dilligent hospitality staff especially at busy times of the year. But being busy is no excuse, central city cafes have to deal with this speed all year round, maintain high standards and dont complain about it. When in the Bay, shop around - vote with your feet. The Brigand, Ratanui Lodge, Sans Souci, and The Roots Bar all get my vote. "
February 25th, 2011 at 09:40 AM
lassie says "Whether you have a job or own a business that involves interacting with the public your needs become secondary to those of your customer. Your bad day is not my problem, nor an excuse for your bad attitude. Its not a big city idea, its why it's called "customer service". Here in the Bay we like things casual but that's not to be confused with painfully slow, dirty and/or rude, all of which I"ve seen plenty here and not just during the holiday frenzy. Sometimes I want to say I'm sorry that my desire to spend money at your place of business inconveniences you so much! And that I'm sorry that I like my drink to arrive before I finish my food (Wholemeal and Dangerous). Unfriendliest by far: Reynish's, hands down. But overall most places are great. People aren't always highly trained but a smile and an apology and maybe a free biscuit with that 20 minute coffee when it gets to me go a long way towards making it right and me more willing to return. I appreciate it when you tell me d it'll take a little for you to get to me - I may be in a hurry and decide to come back or go elsewhere. And remember: just because we don't have a lot of choices in town and you have lots of tourists to make up for my lost business doesn't make bad behaviour ok!"
February 25th, 2011 at 06:34 PM
customer says "Sometimes I go to Reynish's and strike wonderful customer service. Other times, the cashier will not acknowledge me in any way. No "hello", no "thank you"....just a mumbled "$284.69". This happens with a particular grumpy older female staff member, as well as with younger female staff members. Nikki, Cam, and Georgie are assets to the check-out team. They are always friendly and they say "Thank you". As for eating out, I am spending less and less on food in town. Often I am dissapointed with my meal, and could have cooked something just as nice at home. Some cafes need to pay more attention to detail- dirty salt and pepper shakers are gross. I spent years in customer service, so I may have a more critical eye than most. The bottom line for me is that I want to feel like I get good food, in a timely manner, in a clean premises, served by pleasant, tidy staff who say "Thank you". "
February 25th, 2011 at 09:21 PM
Gloria says "Over many years we have been frequent visitors to the Bay. I am inclined to agree with Hawarden on this matter. You are behind the eight ball and in this day and age it is not acceptable. I to think the problem is just not limited to the food and hospitality industries; you have wider issues within your service industries and possibly within the fabric of your community. Your attitudes to visitors (loopies in Bay talk) in some sectors is quiet frankly offensive. However, you remain steadfast in taking our money for second rate service and attitude. Obviously the fat cat in town is the man who owns the supermarket. Yes those senior female staff are appalling. There are some fine eateries in your area. However,The Wholemeal Cafe, Mussel Inn and the "Very" Dangerous Kitchen are offensive and dirty. The two pubs are a disgrace and appear to house the drunken locals on a regular basis. The atmosphere in both are intimidating and unwelcoming to say the least. The people at the BP are lovely and helpful. The girls in the BNZ are great. The people in the sportshop are just so helpful but they dont look the right fit for Takaka You have a great opportunity Takaka to make Golden Bay a real destination of choice. But it appears you are destined to remain one of the remote outposts of New Zealand."
February 26th, 2011 at 05:53 PM

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