WT 593 Customer Service

Ross and I went for a walk on our penultimate night in South Australia before heading back to Newcastle for a whirlwind 3 day drive.

As we left the motorhome I asked Ross if we needed to take an umbrella. The sky looked threatening.

“We’ll be right”, he said.

We walked the kilometre or so into the town village and came across the art gallery.

It was still open and we met the curator, Sarah. Sarah was so enthusiastic about the artwork and the artists and we ended up staying much longer than we anticipated.

Of course, when we left the gallery it started to rain.

What to do?

“Let’s keep walking up further for a bit”, I suggested.

We didn’t have to go far before we found the Adelaide Hills Wine Bar and Wolf Blass Gallery and Museum.

Since it was almost 6:00pm we walked over to take shelter out of the rain.

The Cellar Master looked like he was packing up.

“Are you closing?” we asked.

“At 6:00pm, but you’ve got time for a glass of wine if you like”, he invited us in.

He talked to us about the wine and the museum which is owned by Wolf Blass.

Wine is a passion of Ross’ so he was very interested to look around and learn all about the history of wine etc. especially as Wolf Blass was personally acquainted with Murray Tyrrell, whom Ross worked with for 10 years as a casual cellar door bar person. (I digress.)

As we sat and enjoyed the wine, we noticed a barista coffee machine and salt and pepper shakers and plates neatly arranged on shelves.

As we left we asked if they provided food.

“Yes, mostly lunch, although we’re open til 9:00pm on a Friday.”

Ross and I looked at each other.

Ross asked if we needed to make a booking.

“Yes, particularly for Friday evening”, he replied.

“That’s how you do it”, I thought.

That’s how you do customer service and sales.

He stayed back a little past closing time, made one more sale for the day, having had a quiet day with few interstate or international tourists and at the end of it, we booked in for dinner and who knows how much that will cost.

What would happen at your business?

Would you or your team simply shut the doors and say, “Sorry, we’re closing in a few minutes”, or would they demonstrate hospitality, welcome the guests and without pushing, upsell for a bigger sale?

That’s how you do customer service and sales.

Thank you Matt.

Oh, and in case you’re wondering. We missed the rain.

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