"Be your own customer..." Article by Steve Marsten

So Gladstone has slowed after a feast of business of the past 2 years. The feedback from many of our business clients in the hospitality industry is that things have really dried up and yet we have had at least 4 new eateries open in the past 4 months! That indicates that there are investors who still believe in the city’s future. It’s up to the more mature businesses to review the basics and to get themselves over the slump. That will show they have the right stuff and staying power. After all, this is not the only slowdown Gladstone has had.

I read with great interest the Chinese Restaurant “So” in San Francisco, closed its doors for a day or two after the Chef had 2 difficult tables in one night! One table refused to pay because they thought the food was too spicy! The other caused such a stir because the Chef could not do “Gluten Free” that they were asked to leave. The Chef in frustration walked out and placed a sign in his window telling people that “yes they do use MSG” (Not too many Chinese Restaurants don’t??); he is not a believer in Organic Food (his choice) and he doesn’t cater for Gluten Free (his choice). Why, as customers, would we not check that information before going to the restaurant rather than risking a confrontation and spoiling the night?

On the other hand the owners of any business should also always put themselves in the customer’s position. Think about them, their needs and how you can fulfil them with your products and services. Maybe the staff should have enquired about their needs when they make a booking or, if they are “walk ins”, before they sit down they should ask them if they have any culinary or dietary requirements? Most businesses don’t cater for everyone and everything! It should be carried out honestly and sincerely. People sense your sincerity and that breeds trust. Trust builds the best rapport and guarantees repeat business.

At Sothertons we assist business owners appreciate that their most important assets are not the plant and equipment or buildings that they have, but the loyal customers they develop. Call now and speak to Steve and Tina on 4972 1300.