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 One voice message was out of date but I was told the boss would be calling me the next day.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.