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More on Customer-Friendly Leura

In early December (09), I read an article in a local paper (outside the Blue Mtns) written by the President of the Chamber of Commerce of that small city. The title: "Too many business staff have had a charisma bypass." You can guess the jist, but I'll give you her lead quotes: "People (shopstaff) aren't taking the time to look at the person . . .or if they do, its that glazed look. Their customer service training said, "Say hello, how are you and it doesn't matter if you don't mean it."

At the Leura Butchery, this staff walks the talk of great customer service. Friendly, patient (for those of us undecided shoppers) and big smiles all way round. No loss of charisma here. Brendan's family has a long history of retail in Leura -- ask his Gramma Trish!

Customer friendly Leura

A few days after Christmas, I received a complaint through the website email, a complaint about the lack of friendly shop owners on Leura Mall. The customer felt rebuffed and treated poorly in a couple of shops. So, I will address this perception over several days.

I have interacted with every shop, cafe, restaurant and spa in Leura and my perceptions are built over four years, not a one-time interaction. So, I responded to my emailer that unless she specifically asked she may not have been dealing with a shop owner. Most shop owners know that customers, whether visitors or locals are the lifeline of their business and would only foolishly risk poor customer interaction. Notice, that I use the term "most".  Of course, periodically even shop owners have a bad day and perhaps my emailer was the unfortunate one to open the door. However, I assured her that many owners are delightful and I gave her a few examples of stong customer service and respectful personal attention.

So, perhaps this is the place to share these "top" sales people in Leura with everyone. For the next few days, you'll find these great shop owners described here. I'll begin with Ophelia's Emporium. Robyn (owner) is a delight to watch. We could all learn from Robyn as she helps two youngsters pick out a gift for mum, or a mature woman from Katoomba choose gifts for her grandchildren.  Respectful and solicitous -- never overbearing nor demeaning. Dignity all the way!

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