15 August 2006

How not to develop a business

Yesterday Chris and I queued for a coffee while a trainee barrista attempted to make up orders and work the till while her more senior colleagues had their breakfast in a room about 30 feet away from where she was working. The trainee was well meaning, but needed help. It was surprising because we use those offices frequently and it was the first time that we had noticed this kind of problem.

Talking to the building staff a little later in the day we found out that the catering business had lost their contract renewal and have only a few more days to complete the existing term. That's the root of the problem. If people don't care about developing a relationship beyond the existing transaction then it is unlikely that customer service standards will remain at high levels.

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