Missing customer service and flair

Lately we've been flooded with doom and gloom messages about smallish business (and not so smallish) going bust. It's sad when a successful business goes bust through no fault of its own and this post is not commenting on that.

My comment is that quite a few deserve to go bust and many that still haven't gone bust have still learnt nothing about service and flair. Let's look at just a few examples that have occured for me over the past 2 weeks (Yes, only two weeks though I could give a lifetime of examples; maybe you could too).

I recently hired a graphic designer to make a brochure for my French extended family. It's a simple job, a DLE brochure which is folded twice, printed both sides. In order to make sure things were efficient I collated all the content into finalised text and sent all images available a month ago. When I heard nothing I had to ring and was given a 'technical difficulties that lasted a week' excuse. He had never warned me of the problem.

He then wanted a part payment which I arranged to be paid. Another two weeks have gone by and still no word, no proof for the brochure. I've had plenty of experience in dealing with designers so I know this job takes hours, not days or weeks. Once again I have left a message with no idea if and when it will be answered. I have already said to him that communication is really important to me, otherwise I get the impression that I, as a customer, am not of value.


A week ago we had a day of rain. Part of my backyard flooded (and still is). The situation has gradually been getting worse over the past year so I know something will need to be done to solve it. Doing nothing about the issue hasn't worked.It is now urgent and important. No gardener wants their compost bins to become swimming pools and their mowing strips to rot. The problem has probably been created by the subdivion developer's heavy machinery compacting the ground while creating the sections.

I contacted three companies. The first took three attempts to even speak to someone. One voice message was out of date but I was told the boss would be calling me the next day. He never did, though his business had been recommended to me on the local community Facebook page.

The second company popped around promptly and seemed enthusiastic but the solution supplied is probably not the right one. They sent a quote the following day but it was incorrect. They told me they would correct and resend. They haven't.

The third company popped around and we discussed what is probably a more expensive option but likely a better one. Despite numermous texts and voice messages from me they have never replied nor sent a quote.

Can someone please explain to me what is going on here? Why are they in business? Here's a client they did not have to advertise for, needing work done. Why even come for a site visit if they are not interested and don't care enough to say so?

Once we left lockdown level 3 we were allowed to go to the plant nurseries to buy plants. I waited a couple of days and then visited. I noticed some differences in management. One was well stocked and organised and tidy. It was easy to get around but there was no magic, no delight. I asked myself why? There was no fun/entertainment/surprise/creativity - no flair! The displays were minimal and predictable as they had always been, but now, after a break from them, I was noticing it more.

The second nursery that I tend to use is smaller but usually offers a few different plants. As I entered, I was increasingly dismayed. Inside were many shelves without stock or stock poorly positioned. Outside it was worse. Very little stock, plants in a dreadful state of health, no effort at displays. The place was dirty, ill-kempt. So this was the first impression I received. I was hugely disappointed. Of course lockdown level 3 would have been difficult but staff were allowed to tend plants, clean etc and we were now in level 2.

My memories went back to my time in French nurseries which had always had the 'delight' factor. Maybe because French culture values beauty, artistry and quirkiness.

The photos on this post are from French neighbourhood businesses. They feel things should look great at all times as a sign of respect and encouragement to customers. I wholeheartedly agree. They are also capable of 'kitch' displays but they at least try to do something surprising.

So why don't so many businesses in NZ care enough to be professional, respect the interest shown by clients and show a bit more flair? It's not rocket science and no more expensive to do things well than to to be slack. Clearly Covid 19 has taught many businesses nothing in terms of valuing customers.

Bubbles and reflective boredom

Today our Prime Minister outlined what level 2 lockdown would look like; much less of a lockdown and more opportunities to lead an almost normal life coming up in future. But what is normal for me going to be like?

I've being trying really hard to adapt to my new life in Rolleston, NZ from unwillingly being unemployed, then a senior citizen and in lockdown. It has been a lot of change but during the lockdown there was a complete lack of change in my days. That hasn't worked for me either.

My bubble is a physically comfortable one: I have my new house and a flourishing garden. I've worked hard on them and they reflect a part of me. They are intensely personal because it's me who has created and designed them but their creation is mostly finished. There's little more I can do to them. Confined to my little French DomTom of One (a little French offshore territory in my mind), I've had so much time to consider what I want for the rest of my life and I'm in conflict.

In many ways, I have adapted extremely well to no visitors, no deadlines, no work, no contact. I am perfectly capable of staying in bed for hours reading or checking social media, or gardening while mumbling to myself in French or English, or pottering with music. Oh dear, I've been hiding away from the world and not wanting anything else in my life, even being a little afraid of life as it unfolds so unexpectedly. Just when I think maybe I can settle for a 'nothing happens' life I realise I need more than that. A LOT more.

There is the other side of me that remembers my past and how life was so much richer, especially during my time in France. Oh the adventures I had there and the countries I visited in Europe. I was reminded of one of those adventures when it came to my attention today that a French ex-boyfriend has become quite famous and infamous over the past year. With him I entered the outskirts of a world so different, a bit dangerous, ultimately disappointing but what an adventure. And we liked each other even though his final behaviour was not nice. Those of you who have read my book may guess to whom I am referring. No, it wasn't conservative and risk-averse Jean-Claude. No it wasn't the guy who ghosted me. There 'he' was on YouTube in front of the media, and I remembered, and it woke up the adventurous Frances again. How very frustrating.

Back in France, especially in the early years, life was positive and exciting, filled with new experiences, twists, strange meetings that showed me the world was so much more than a couple of islands in the South Pacific. Now I am stuck inside four walls in Rolleston and no matter how I try, it seems a bland and bleak future - trying to get excited about a visit to the hairdresser or Mega Mitre 10 after all I have seen and felt. There's no growing, no adventure, no grand projects. 

I have energy, curiosity, talents being wasted here. I can't shove the genie back in the bottle. I've been trying now for 2.5 years. It takes Covid 19 to prove it by showing me the shut-in option. Shit, I don't know what to do, very little I can do in this new world order, but I can only stay open a bit longer before maybe I lose the spunk I used to have. Somebody send me some tinder, I need to light a fire under myself. Blast that Covid 19. 


Photos show: home in NZ, Greece, France, Brazil, Hungary.