Standards of service and presentation of businesses in Golden Bay: what do you think?
William Brace’s letter about service and business standards in Golden Bay has produced some interesting reactions.
Missed the letter?
Embarrassed
My Golden Bay friends are too embarrassed to write to the local paper to express their feelings about the presentation of some businesses in Golden Bay. I’m only a visitor so I’m doing it instead.
I saw filthy car parks, filthy toilets, dirty floors, dirty aprons, cluttered entrances and lazy, unfriendly, overly-casual service. This usually reflects the training provided by business owners. In other places I saw clean, welcoming, hygienic facilities and professional service by efficient, knowledgeable and friendly people who want you to return to their business.
Which business would you prefer to own and/or work in? Which business would you prefer to spend your money in?
Pride in your business from the front door to the back corner is very important.
Business owners, why don’t you walk around your business and have a really good look at the state of the place and the attitude of your staff. Ask your staff and customers for written feedback. You may be embarassed too. Or you may want to give everyone who works for you a pat on the shoulder.
William Brace
We asked businesspeople and shoppers about their experiences of service and business presentation in the Bay. William’s letter did not mention businesses by name so we tried to gain a range of opinions on a variety of businesses. Not everyone was happy to have their names published, but their opinions are recorded here as faithfully as possible.Some businesspeople are angry; others are concerned that their standards may be in question.
Some said to us that they were sorry William had not named and shamed the businesses he criticised.
“It could be any one of us,” said Cheryl of Feel Good Food. “If he had a problem with our business he could have mentioned it to us. The way he did it means that we all have to think that it might have been us. I prefer it if people with something to say do it in person.”
Wayne from the Wholemeal Cafe said that William’s letter had made him angry at first.
“I thought of putting in a reply but in the end I decided it was not worth the effort of stirring it up. He must live in a dream world. He obviously doesn’t realise how much pressure goes on this town in the first week of January. There’s a few people who wonder why they have to wait and why things are stretched. For us, December is fairly quiet, then January 1 is our biggest day of the year. We go from making 15 breakfasts to making 150, and from 200 coffees to 900 or 1000. If you’re going to come to a tourist town with the masses it’s unrealistic to criticise everything. We have to put on new staff and it takes time for the systems to work. Everyone’s busy and stretched and things can slip. I don’t know how superior he thinks he is, but he has no knowledge of hospitality. He should stay in the suburbs and don’t use The GB Weekly as a board for criticising everybody.”
Christine from Hammer Hardware took the bull by the horns and initiated an anonymous customer satisfaction survey.
“You like to think that you’re doing well, but it’s easy to become complacent. We’re extending our anonymous customer survey for another week to make sure all our customers have the chance to take part.”
Joanna at Golden Bay Hair Design said that she thought staff training and the example of the business owners were important. She said that there were places in town that she chose not to spend her money because of low service standards.
One of Joanna’s clients, who preferred not to be identified, said that in some businesses where she shops there are staff members she avoids if she can.
Toy from Lollokiki says that the summer season has gone very well and the town has never looked so nice.
“Takaka has become a destination shopping experience. People tell me they come from Nelson because we have the kind of shopping they cannot get over there.”
Maggie Snyder from San Francisco, California, was in Lollokiki and said that her experience of Golden Bay’s businesses had been “delightful”.
“I first came here because I heard about the beer at the Mussel Inn. It’s great. Lollokiki is lovely, the Bay has great cafés. Everyone’s lovely; there’s a great culture here.”
Another local shopper who did not want to named said “I actually agree with everything he said. Why should I have to state my unhappiness with a store’s range of stock, over-priced ordinary food or average everyday service when you don’t ask me? It’s your business. Pull your own socks up. I do more and more shopping over the Hill and eat out far less often, and I wish that wasn’t the case.”
Judy at A Brief Affair says that she prides herself on the service she offers and she was upset by William Brace’s comments.
“He’s got a bloody cheek talking about his negative experiences. What shops did he go to? If I didn’t offer good service I wouldn’t have a business in our small town.”
Roger Tait from Fresh Choice said:”We appreciate feedback. It’s possible to get ‘store-blind’. You can get so used to walking round your store and and seeing the same sorts of things that you can not notice things. We endeavour to keep things clean and tidy. If we don’t get comments we can’t react. We have a suggestion box and customers do use it. Often it’s used to ask us to stock an item but we welcome feedback on other things as well.”
Mark and Tania at the Organic Shop said that they get lots of feedback from their customers.
“Our customers might be different. They seek us out because of what we stock. They’re very involved in the process and they’re knowledgeable. I learn something interesting every day from our customers,” said Tania.
At Take Note, Kim said she was “in some ways a bit angry” about William’s letter.
“If you’re going to come out and say those things you should really name the businesses that annoyed you because otherwise everybody gets tarred with the same brush. If it was my business I’d want to know.”
Kim also talked about the danger of complacency in terms of the service offered in a business.
“Something like this makes you stop and have a wee look in case it is you that’s slipping.”
Kim and senior staff member Pat talked about the importance of training.
“You can’t expect young staff especially to do the right thing unless you’ve shown them and you explain the importance of the small aspects of service.”
Down the road at Pounamu’s, Pounamu said that she was interested to hear William’s criticisms too. She talked about the obligations of the customer to behave well.
“Some people come away on holiday and bring an attitude, but others come away on holiday and bring enjoyment, so in some ways it may be about what the customer brings with them. William might have arrived in the Bay with big city ideas about himself.”
Two shoppers who preferred to remain anonymous said that they were here from out of town and, minutes earlier on the day The GB Weekly was doing its survey, they had had a negative shopping experience.
“We walked into a shop because I needed a particular item,” said one. “I found it in the shop and stood in front of it, but the people in the shop didn’t stop their conversation to come and serve me. I waited a while and walked out, because I know I can get the same thing in my home town. That shop missed out on a sale of over $200 and they’ll never know, because the staff were still having their conversation as we walked out.”
The GB Weekly went looking for an expert to consult. Ligar Bay resident Sally Ansley was once the head of the food and fashion department of the Christchurch Polytech.
“At one time we trained all the bakers and pastry cooks in New Zealand, and lots of chefs, waiters, counter staff and baristas. After years of watching, I’ve worked out what works - in the hospitality industry and in other businesses too - and what doesn’t.” Sally says that in any dining experience the least a customer can expect is a warm welcome and the feeling that they are valued.
“You have to be aware that you are going to be served very promptly, even if the staff are very busy. Water, serviettes, condiments and a menu should all arrive quickly.”
The way the business is presented is important too, says Sally.
“The place should be airy, clean, and warm or cool as appropriate. It must have enough toilets and they must be clean. After that, having good food and a good wine list is important. If you do all the other things well, though, even reasonable food and wine will make your customers go away happy.”
Sally says that the way the dining experience is concluded is important too.
“When the customer is paying, they must be asked how their meal went and thanked for coming. It’s also important to say that you look forward to seeing them back.”
Sally and her husband Bruce travel around New Zealand a lot and they have family who are heavily involved in the hospitality industry. Sally says that there are great cafés all over the country and people will go out of their way to go to a good one.
“People go to a bit of trouble to get to Tauranga Bay and Taihape just because they know there are good cafés there. Nelson does it well too, but Golden Bay is in a bit of a slump at the moment. It’s cyclical and businesses can find it hard to maintain high standards over time. That’s why Sans Souci is a stunning model. They have lovely staff no matter who’s on duty when you go, and they take the charm of the place on board. It’s a beautiful environment, casual but ordered, and the staff are attentive and warm. The food is consistently good and innovative.”
Neil Wilson
The GB Weekly would appreciate your feedback on this issue. Anonymous comments will be printed in next week’s paper.
Our website is running a survey with space for your comments (see information on this page)
or you may email to gbweekly@ihug.co.nz
or drop off at Hammer Hardware or Collingwood Postal Service
