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The customer is always right
...even when they are wrong! Service expert Martin Gunstein says that the old adage even more important in the day of twitter and facebook rants. Tony McManus spoke to Martin about the blew between Lisa Scaffidi and Lawley's bakery over opening hours and a ciabatta loaf.
Her mistake was picking the wrong bakery. She should have gone to Vastese Bakery in North Perth. Anyone can get a loaf of bread at any time from there. It's what I do.Daniel Friday 23 November, 2012 - 10:34 AM
I wonder if this would have received as much publicity if the shop had gone the extra mile and made a sale before officially opening.Mary Tuesday 20 November, 2012 - 3:02 PM
Unfortunately the customer is not always right.I would hate to work in customer service with this attitude and for that reason with the attitudes of people like Lisa Scaffidi, I choose not to. Doesn't matter that she is a regular, the opening hours are what they are and she would know that. What about all the other regular customers turning up when the shop is closed, should it be opened for them too? If is was, people like Lisa would then complain that the bread wasn't ready, the lights are not turned on, no one to serve her, etc. Just another person full of self importance wanting everyone to bow to their needs. Hopefully the publicity she has created by her unnecessary rant will boost sales for the shop concerned.Chick of Perth Tuesday 20 November, 2012 - 1:20 PM
The impression I get is that Ms Scaffidi abused her position to whinge that she didn't get her own way over a matter where she was dead wrong to start with, and then tried to pass it off as concern about customer service standards in Perth. It is irrelevant whether she was a regular customer or not. I get so irritated with people who think that the rules are for other people, but not for them. Try getting service at 8.16 a.m. at Ms Scaffidi's office before it opens at 8.30 a.m. People in glass houses, Lisa...Carole Tuesday 20 November, 2012 - 7:18 AM
She has been very cunning in the social media post, its an easy way to draw attention to an issue. The shop was CLOSED - which part of that doesn't she understand. Try getting service from the PCC 15 minutes before opening time.John Monday 19 November, 2012 - 3:35 PM
Supposing the customer happened to be some jumped-up council officer checking on trading licences?
I doubt if the Mayor would have picked up a bottle of plonk outside of trading hours.
She should have the courtesy to wait until the shop opened.
BrianBrian Monday 19 November, 2012 - 1:52 PM