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Service or lack of it!

Over the recent half term I spent a very pleasant week with my family and some friends in the Loire Valley.The weather was cold as UK but the service was warm and a breath of fresh air, particularly the restaurants. Our group was made of 4 teenagers and 3 adults. Every restaurant whether bistro or a small café treated us well and looked after the children very well. They showed it was a pleasure to serve children and they delighted in the fact that all four of them all wanted snails!! This very aspect of service made the holiday for me.
Wind forward to last week and I have a meeting with a new client. Due to our respective geographic positions we decided to meet up at a pub in the country. I checked the internet to find a pub and to make sure they were open. I discovered a pub which was also a hotel, and they stated on the web site “bar open all day”. Excellent I thought we would have no problem meeting up at 10.30am.
I arrived early, parked my car and went into the pub. To be greeted with “we are not open till 11.00am”. It was obvious given the fact I was stood there in my suit and briefcase that all I wanted was a seat and a coffee.
So I retreated to my car in the car park and did some work while I waited for my client. As the pub was not open we decided to have our meeting on a bench at the front of the pub. After about 10 minutes I ventured into the pub to see if I could get 2 coffees. I was in there 10minutes trying to find someone, anyone! Eventually a local came into the pub and went to look for some staff, who finally appeared and agreed to my request for 2 coffees.
The meeting was very good, we were entertained by the pub’s service or lack of it and wondered if they really wanted our business!
I still remain astonished that so many businesses do not get the basics right. Good customer service will benefit your business!
D&S Consultants help companies with their communications management to ensure they get the maximum value and profitable business from it. If you would like a conversation on how we could help you, please call 07768 511108 or e-mail david.robottom@dasconsultants.co.uk

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