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| Small Business Customer Service Leave Your Problems at the Door. When we first moved to Hervey Bay we looked around for the café that served the best cup of coffee. That may sound a bit elitist and it’s not something that I would have ever looked for until I started working for myself. But when you work from home and the only out you have is a daily escape to have a cup of coffee you start looking for the best place. We found the Bayaroma Café down on The Esplanade and we settled in to become regular customers. The coffee was great, the owner and I shared some similar work experiences from the days when we both worked for a wage. We knew the same people and we had something in common. Over the months that we frequented the café we watched as the clientele stayed at about the same level. Even in peak tourist season there wasn’t a big increase in the number of people using the café. About 6 months ago the café changed hands and a young couple took over. Almost instantly you could see the number of customers coming through the front door begin to increase. Even before the tourist season arrived the place was often packed and now that tourist season is here you are really lucky to get a table at certain times of the day. We had breakfast down there this morning and I asked one of the owners why they had experienced such a huge increase in patronage. He told me that they don’t advertise anywhere, their signage out the front of the café is no more or less than any other café along The Esplanade and he really couldn’t explain why they had experienced such rapid growth. But he did say something that I found to be rather interesting. He said that he and his partner expected the staff to leave their problems at the door when they came to work. And it is something that we had noticed ourselves. The staff are happy, they smile, they chat, they encourage people to come back just by their friendly attitude. And that wasn't always the case before they bought the cafe. I wonder
how many other small business people leave their problems at the door?
28Aug 2005 |