Marianna P.
Google
I’m a long term client of Mamma Leone’s and I regularly buy my bread from you since 2018, despite the higher cost than your competitors. You make a great product.
Today, drove 20’ across town and arrived at 5:57PM (time on my phone). Door was already locked. Employees were busy putting things away. Knocked on the door. Employees purposefully avoided eye contact and ignored me. There is NO way they could not have heard. Clearly, they just wanted to go home and not deal with another customer. In fact, they were off-premises by 6:04 PM.
Honestly, that attitude does not reflect well on your business. This is not a public administration in Europe, where “before the hour, it’s not yet the hour, and after the hour, it’s no longer the hour.”
Businesses prosper (or die) based on customer perception. From one small business owner to another, every time you lose a client, it’s not just that sale, it’s the revenue stream that client represented going forward ten years that walked out the door.
Maybe you need to incentivize your team so they are proud to work at Mamma Leone’s and don’t see a last-minute client as a pain to be avoided, but rather an opportunity for a tip, or if they’re really motivated, a chance to upsell?
Today, I’m disappointed.☹️