Don't you hate it when one of your favourite cafes changes hands? It’s even worse when the new owners just don't offer the same friendly smile and warm welcome...
Cafe Palace
We have been regularly visiting one bistro in the city for a few years. Taking many friends and associates there for a decent meal and a nice relaxed coffee.
About a year ago some friends reported to us that they had visited themselves recently and received poor service.
The Italian bistro had changed hands they reported and standards had suffered. Food service was slow even when they were not busy and staff were not professional.
How bad could it be? We thought. Well recently we found out for ourselves.
It had been some time since we had visited, but after a recent funeral we suggested a coffee there to talk and catch up.
Our friends were right. On a not too busy Friday afternoon the staff were unreceptive, disinterested.
Coffee and cakes came out sporadically and for those who ordered meals, service was slow.
When our meals and drinks were served it wasn't with a cheery smile. The waitress stated the meal name and reached across tables to serve them, forcing our friends to receive hot plates into their hands instead of having the meal placed in front of us and positioned correctly.
Even drinks were not placed next to the appropriate person, instead slid across the table.
Service staff need to realize that it is a privilege to have customers and understand that those visiting may have had a worse day than they're having.
While we were eating, one staff member took her break, eating a large bowl of pasta followed by two glasses of red wine - while in the middle of a shift.
Well, she seemed in a better mood after that, but I wonder if she was remembering peoples’ orders well after that?!
I'm sorry, but the new owners / staff were being affected by the slow day and weren't offering friendly service.
I did not feel they wanted to be there, and therefore neither did I.
I will not be recommending the Italian Bistro again - saves me a trip into the city traffic. I'll take my friends elsewhere.
It should be remembered that customers visit your establishment to find relief from their day, week, year. Therefore, all staff should be professional at all times and offer a good lasting impression. Everyday, at all times of the day.
Customers are always on the lookout for something to complain about. Why do you think there are so many bad reviews on google? So don't give them any reason to complain. Always, always give 100 percent good service. No Excuses.
Coffee was hot and strong. Chicken Schnitzel was a good portion and not over cooked.
The seafood Marinara and haloumi salad were of good proportions and generally, the food was well priced.
If this business is suffering, it's not due to the prices, the food quality or the coffee. Rather due to slow, discourteous service and bad attitudes.
Consistency
One of our local chippy shops changed owners recently too. The serving sizes have changed. The look changed. They don't even have the same food on the menu.
If you come into a well run business with your own ideas and change everything your regulars are used to,... Don't expect the locals to keep coming back.
Give them, the customers, some consistency while you introduce some new items and procedures. Else, if you think you have a good product, don't buy an existing business only to destroy it, just set up a totally new one at a different location and take your chances.
Why ruin an otherwise good business just to have things your own way?
Without customers, you don’t have a business. So don’t alienate the good will you bought with the purchase of the business and equipment. For that goodwill, will help pay the bills while you get established.
Customers want to feel at home in a shop. They want to know that what they’ve come to love won’t change because of new owners. They have been regulars because they like something about the old ways. So why ruin that for them and for yourselves.
Until next time make every meeting special.
Fletch is an entrepreneur who has studied, worked and trained in business and customer service for more than 30 years. He is passionate about offering clients the best experience possible and enjoys writing and delivering training on business relations and good customer service.