Probably all Victorians know Sorrento on the Mornington Peninsula. Unfortunately, sleepy Sorrento – affluent as it is – knows little about marketing.
Over the holiday period, my wife and I escaped to Sorrento for some time out and to catch up with friends. The place was buzzing with crowds, traffic and fun. The tiny local population was overwhelmed with people from the well-to-do southern and eastern suburbs.
You might expect the traders to look forward to a profitable ‘harvest time’ with equipment primed, staff trained, product ready and systems going. But not in Sorrento.
In the afternoons, with hordes of potential spenders in the main street, most shops close at 5pm right through the holidays. As a visitor, you get the feeling you are not wanted.
In bold letters at the top of its menu, one coffee shop states “no variations to orders allowed”. (Maybe they don’t know that 48% of orders at McDonalds ask for a ‘variation’.)
One of the food outlets on the main drag at Sorrento is Just Fine Food, which is apparently renowned for its vanilla slice. We visited there on a sunny afternoon just before New Year with some dear friends.
As we gave the order we were sternly told, “there’s a twenty minute wait on all coffees”. We were not in a hurry, so that was OK. Seeing the size of the vanilla slice, my wife timidly asked, ”could we have it cut in two, please”.
“We don’t do slices,” the swift reply came back.
OK, we’ll manage. After all, we are on holidays.
Some 45 minutes went by. Suddenly the coffees appeared. One of our group asked, “could you tell us which one is the extra hot one that we ordered?” The reply: “I don’t know, I just bring them out, I don’t make them”.
We were all amused. Nothing was going to spoil our afternoon. But as each day went by and a stream of friends continued through our house, we advised them all to avoid that place.
Maybe next year, the Sorrento traders should take themselves to Queensland for the holiday period. The town would then probably feel more welcoming.
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5 comments:
Ouch. Why are businesses that rely so heavily on goodwill (and what business doesn't?) so often ignorant of the absolute basics of how people should be treated? This extends from Frank's coffee shop in Sorrento, right up to the multi-nationals, who persist in using impersonal, infuriating automated phone menus for callers - or worse, simply leaving them on hold forever, while assuring them that their call is important!
And you wonder why there is a global financial crisis? No stimulus package will correct commercial ignorance. The consumer is sovreign!
Totally agree with everything you have written. We went to Inverloch and the service and people were terrible - you would think they see it as a booming time, but its like we are invading their space!! Crack a smile, help the customers and think of the money!!!
Professional posts with personal insight are so refreshing & credible. Keep them coming! P. :)
Amusing to say the least - what do traders expect their business to run on - happy customers of course. But I'm a big believer in feedback and giving them a chance to "amend their wasy". I would have had no hesitation in providing feedback to the owner/attendant and letting them know they have lost future business because of poor customer service - an industry they mortgage their brand and reputation on.
A great read - and a credit to you Frank for your tolerance.
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