The Historic Barn
On Sunday I took the family out to Hartebeespoort Dam for a drive. On the way back we passed by The Historic Barn, one of the many family owned restaurants in the area. It sounded like a rustic place, so we went on in. What followed was 7 great lessons on how not to treat your customers.
Lesson 1 - Realize that without customers you have nothing
Customers are your lifeblood. So when a car load of paying customers arrive to do business with your company, don’t drop your head, sigh and act like someone just stuck you with a red hot poker. It costs nothing for you to be polite and act professionally.
Lesson 2 - Presentation is vital
When I hear the phrase ‘The Historic Barn’, what comes to mind is a rustic old place steeped in tradition. You know, old furniture, wooden buildings, etc. If you’re running a business, you need to constantly be developing your brand and ensuring your message is clear. Don’t imply rustic then deliver crappy.
Lesson 3 - Deliver on delivery
We ordered simple food at The Historic Barn. Things like scones and toasted sandwiches don’t take over an hour to prepare. I bet that even a hundred years ago I could have whipped up our order in less than 20 minutes. In any company delivery problems happen. But when they do, own up to them. Send your managers out to apologize for the delay. Offer a free cup of coffee to keep the customer happy. But keep them happy while you’re keeping them waiting.
Lesson 4 - Emphasize quality
It doesn’t matter whether you sell bargain or premium products. There has to be a minimum level of quality associated with your business. When you finally get round to giving your customers the scones they ordered, it would be nice if there weren’t remnants of someone else’s toast in the butter. Even if your butter is the cheapest on the market, it needs to be clean, first hand butter.
Lesson 5 - Market related pricing
By the time we eventually got our bill, we’d decided it wasn’t possible for things to get any worse. But they did. We ended up being billed at 5-star hotel prices rather than home industry rates. My coffee (instant, not filtered) cost more than it would have in any of Johannesburg’s best coffee houses. People don’t mind paying for quality, but they resent being blatantly ripped off.
Lesson 6 - Do your arguing behind closed doors
I found it odd that the two waitresses working at The Historic Barn decided to have an argument with each other next to our table. I’m all for heated discussions with colleagues, but not in front of my customers. There’s a reason they invented doors. Get behind one and close it before you start screaming and shouting.
Lesson 7 - Lead by example
The owner of The Historic Barn was nowhere to be seen during our visit. Only once we got up to leave did he venture into the dining area. He could see the look of disgust on my face, had clearly heard my complaint, and was aware that his waitress hadn’t been tipped. Yet he said nothing. He walked in, sat down at another table and turned his back on us.
Small businesses need to fight their larger competitors with the only real weapons they have; their integrity and their willingness to please. So take a long hard look at the way you treat your customers because there’s a more convenient, more familiar vendor just down the road.
I could not agree with you more. I live on The Coves Estate near to The Barn. Last Sunday I decided to go and be a tourist in my own town. How grateful I am that I did not take guests and never will!!!!
My thoughts were, that they could have a wonderful concept but have done no market research to discover what needs to on offer if you want to be in business.
I had cold over priced tea served in a tea pot with a dirty tea cosy that did not fit and then when I asked for boiling water it arrived in a chipped open mug.
Thanks for taking the time to comment Lynda.
It’s funny how bad news spreads. I’ve spoken to 3 other people who had the misfortune of visiting The Historic Barn, and each one has their own little horror story.
Our sincere appologies to the above mentioned Commentators re:, the service recieved at the Historic Barn.
I could not agree more that ultimate customer service is of prime importance, however customers when lodging public complaints should focus on facts as well as perseptions which in both above cases are not correct.
Sure there are aspects that need attention,however if not brought under the attention of management immediately on occurance, makes it very difficult to admit to or even rectify.
The Historic Barn is indeed Historic, built in 1886, from bricks made on the farm and imported oregon wood still to be seen in the original floor boards. The furniture inside the barn are from various time periods dating back as far as 200 years up to the late 50s. The original floors are no going to be varnished or polished as it will take away its authentisity. (Barns are not always wooden) The school books on display I admit are a bit dusty as they go back as far as the late 1800’s.
Implying that the coffee is instant is a down and out lie. Various filter cofee blends are blended to ensure our unique taste which is actually sought after by countless repeat customers. Surley R8 for a cup of coffee is more than market related, clearly the above commentator has not been around in the JHB area lately not even to mention the local places surrounding Hartebeespoortdam.Prices vary from between R10,95 and R12,95. at a three star hotel. R12 for two cheese scones and R15 for two strawberry and cream scones are not a rip off.Just for the record we are not a home industry, however a tea garden. My sincere appologies for charging you R8 for a cup of coffee.
Dearest Lynda
How unfortunate that you mistook a 18th centuary hand made tea cosy for being dirty,I need to inform you that colours and yarns do change over age.When last did you visit any place trying to keep your tea as hot as possible for as long as possible. Slightly impossible when chating for more than an hour over a pot. I clearly remember the insedant, you ordered two cups of tea and received a pot, firstly the tea was to strong, then to weak and lastly you needed more boiling water, clearly I am mistaking a cup of tea with a botomless pot.
Numerous repeat customers visit us every Saturday or Sunday and appreciate the fact that we try and meet with all our customers and that our food is freshly prepared at reasonable prioces. Please take note that we are not a fast food venture,on average a normal cofee or drinks order in most places can take up to ten minutes.
I do invite you as well as the three other “misfortunate” people to re visit us, I will take note and try a different blend of filter cofee and discard the ” dirty” tea cosy as most people are not used to being served tea with a teapot indorsed with a tea cosy.
Dave we do wish you all the best with your new business venture as business advisor, however always do keep in mind those that can do, those that cannot teach.
Sam and Elizabeth van der Merwe.
Thanks for your response Elizabeth. It’s nice to see small businesses actually taking an interest in what people say about them online.
I think you hit the nail on the head with your comment about facts vs. perceptions. As a business owner, what you perceive as fact is often different from your customers perceptions.
So while you’ve pointed out that I’ve made a couple of incorrect assumptions (for which I apologize), I stand by my comments that on the whole my customer experience wasn’t a good one.
I hope that rather than offending you I’ve helped point out where you could improve. Good luck.
Dave.
Me and my family (extended) had lunch at the Historic Barn about three Weeks ago. We were pleasantly suprprised and I cant agree with ANY of ur statemensts. We were welcomed in propper style. Reveived upper class treatment from the waitresses. Had devine food, and all that at prices that we paid back in the ’90’s. Where else will a company of 8 eat lunch and have beverages at less than R50/head.
To the management and staff at the Historic barn, many thanks.
Peter Steyn
Hi Peter. Good to hear you had a pleasant day out. While it sounds like a completely different place to the one I visited, I’ll take your word for it.
If they’ll let me back in, I might make a follow-up visit some time.