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Speaker 1: Welcome to Fear and Greed Q and A where we

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Speaker 1: ask and answer questions about business, investing, economics, politics and more.

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Speaker 1: I'm Michael Thompson and good morning Sean Aylmer. Good morning Michael,

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Speaker 1: and good morning to you. Adam Lang, Good morning Michael,

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Speaker 1: Good morning Sean. Now our Sunday format is very, very simple.

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Speaker 1: We've got five questions that I will put to each

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Speaker 1: of you with no warning, no preparation, and on a

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Speaker 1: topic of my choosing. Usually it is tied to a

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Speaker 1: news story or event through the week. This is tied

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Speaker 1: to an event, but it was a personal experience. Today's

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Speaker 1: topic is all about customer service. And this is not

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Speaker 1: just a rant. It's part from rand.

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Speaker 2: Which, of course, which cause me is totally a rant.

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Speaker 1: No it's not, it's not at all. It's not at all.

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Speaker 1: But I shop mostly online like a large percentage of

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Speaker 1: the Australian population. You know that this is a good

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Speaker 1: stat from the week I was going through an Australia

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Speaker 1: post e commerce report and millennials are actually the main

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Speaker 1: ones for shopping online, above kind of gen Z and

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Speaker 1: above all others. You would think that I could actually

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Speaker 1: kind of peaks at that kind of thirty five to

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Speaker 1: forty four age.

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Speaker 2: Maybe they've got money and kids.

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Speaker 1: I reckon, it's actually a time thing. I reckon, it's

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Speaker 1: just it's more of a time things. It's just easier

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Speaker 1: and quicker to do something online so that you don't

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Speaker 1: have to go to the shop. Anyway, this week I

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Speaker 1: did have to go to the shops because I need

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Speaker 1: it in real life. Yes, yes, which is a very

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Speaker 1: unusual thing. I needed to try on some shoes, all right.

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Speaker 1: I walked into the shop. There was nobody else there.

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Speaker 1: It was just me and not one but two staff members.

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Speaker 1: Both of them ignored me for a good few minutes,

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Speaker 1: and so is some very awkward hovering, just waiting, waiting, waiting,

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Speaker 1: And they were both young and very cool, and I

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Speaker 1: am not young or cool. So I didn't want to

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Speaker 1: go up to them and ask them about the particular

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Speaker 1: brand of shoes I was looking for, because I thought

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Speaker 1: I would say it wrong and they would laugh at me.

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Speaker 1: Like God, the self doubt is really getting to me. Anyway.

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Speaker 1: Eventually one of them came bolly, KT twenty six is

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Speaker 1: KT twenty six anyway, I don't want to dwell on

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Speaker 1: negative experiences.

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Speaker 3: My question, we've started this show is five questions and

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Speaker 3: all we've heard about you and your shoe store Sofa Kibet.

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Speaker 1: But the store I went to before that didn't have

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Speaker 1: what I was looking for, but the customer service was

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Speaker 1: so good that she said, look, we don't have these

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Speaker 1: ones in stock. What you need to look for is

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Speaker 1: this and this said, but if you go out this shop,

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Speaker 1: go down there, go in there. I know they often

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Speaker 1: carry them and they might be able to help you.

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Speaker 1: How's that for customer service that she not only helped

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Speaker 1: me with something that she didn't have, she actually sent

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Speaker 1: me to where I would be able to get it.

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Speaker 1: Then I walked into the shop and they both ignored

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Speaker 1: me then for the next few minutes. But I wanted

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Speaker 1: to know, let's start with the best customer service that

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Speaker 1: you have had recently and why it stood out? Adam,

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Speaker 1: would you like to go for This isn't about the worst.

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Speaker 1: I mean, you can give me a case if you want,

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Speaker 1: but give me maybe something good. Show me that customer

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Speaker 1: service is alive. And well.

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Speaker 4: I had a call with photophone this week's because my

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Speaker 4: messages weren't working right. I don't know what probably I

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Speaker 4: you know, accidentally changed the setting anyway, I couldn't figure

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Speaker 4: out how to undo it, and nor could my good

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Speaker 4: friend chat GPTs.

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Speaker 1: We've seen you set up a website before. It's highly

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Speaker 1: likely it was user.

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Speaker 5: Error number one. Culprit me.

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Speaker 4: So I called them, and the fellow was so helpful,

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Speaker 4: so friendly, and so you know that when I had

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Speaker 4: this problem, was very frustrating, and I was respectful, but

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Speaker 4: you know, bit upset, a bit frustrated with it that

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Speaker 4: this thing had happened, has happened before. He was so

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Speaker 4: good and we had a very nice chat, and he

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Speaker 4: helped me through my problem, called me back, made sure

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Speaker 4: it worked. It was like, well that was awesome.

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Speaker 1: And actually followed up and called you back.

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Speaker 5: Yeah, you can followed up. It was exceptionally good.

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Speaker 4: And I remember ten years ago, or even five years ago,

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Speaker 4: you'd struggle to get a service like that from a

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Speaker 4: phone center.

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Speaker 3: That's amazing. What about you, Sean, it's mine. I've got

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Speaker 3: two coffee shops and I gave to them. One was

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Speaker 3: great coffee, the other one's average coffee. But were they nice? People?

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Speaker 2: Remember me?

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Speaker 3: Remember the order? Like it's just like there you go.

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Speaker 3: I just like, yeah, we have a coffee machine here

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Speaker 3: at home. I never used it because I actually like

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Speaker 3: the theater of buying a coffee, speaking to the people.

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Speaker 1: And your routine. Yeah, it's all that.

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Speaker 2: Yeah, it's all that.

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Speaker 3: And they're just the two shops you know, twenty seventy

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Speaker 3: four Northormara anyone this morning morning brew in sat Knives

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Speaker 3: both fantastic, just a little.

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Speaker 1: Shout out why not? And isn't that interesting that? And

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Speaker 1: don't tell us which one has the better coffee? Like

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Speaker 1: them for people to discover, but where you would actually

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Speaker 1: put the customer service as as more important than the

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Speaker 1: actual quality of the products.

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Speaker 3: Yeah, I really enjoyed the process of going saying low

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Speaker 3: to them.

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Speaker 1: Yeah, I had a I had one recently at Bunnings actually,

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Speaker 1: when I was doing a bit of DIY work and

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Speaker 1: I needed some some panels, right, and they I was

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Speaker 1: sent off to like the timber section. You feel.

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Speaker 2: Just look in the background there, that's right. Nice?

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Speaker 1: Yeah, yeah, you want to you want to feel out

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Speaker 1: of place. You send someone like me into the tradys

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Speaker 1: section of all of a sudden, I'm like, okay, all right. Anyway,

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Speaker 1: the panels that I needed were had not yet been unpacked,

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Speaker 1: so they were still in this in this palate Unfortunately,

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Speaker 1: then we've helped by two fantastic staff members who searched everywhere,

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Speaker 1: and they said, we can't actually find it. What they

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Speaker 1: suddenly realized was that it was a palette buried in

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Speaker 1: the middle of a cube of palettes, and so if

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Speaker 1: you picture one palette in the middle, that was the

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Speaker 1: one that was needed. And I'm like, look, I'm really

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Speaker 1: sorry about this, and they said, you know what, it

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Speaker 1: doesn't matter. We're going to need to unpack it at

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Speaker 1: some point anyway, And so then they roped everything off,

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Speaker 1: got the forklift out, unpacked the whole thing, opened it up,

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Speaker 1: sent me on my way with stuff, and I'm like,

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Speaker 1: that is incredible.

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Speaker 5: As well.

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Speaker 1: Yeah, I was like, oh, actually it's the wrong color.

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Speaker 2: That's actually not what I was thinking about.

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Speaker 1: Yes, sorry, thanks for your time though, And then that

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Speaker 1: just starts out that's what you want when you're a

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Speaker 1: big organization, right, rather than just a small business where

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Speaker 1: you kind of have control over this a big organization

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Speaker 1: having such good customer service is pretty awesome. Leads me

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Speaker 1: to question number two. Is it worse to be ignored

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Speaker 1: or to be overserved? Like, is there the potential to

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Speaker 1: be over looked after and I'm thinking about about me

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Speaker 1: and my shoe shop experience, like to be ignored or

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Speaker 1: you know, when they're just kind of hovering around you going,

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Speaker 1: have you tried them one yet?

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Speaker 3: That's irritating, but at least you count when they're hovering.

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Speaker 3: Being ignored is the worst. Yeah, we'll never go back

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Speaker 3: to the store, and it literally won't go back to

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Speaker 3: stores that do that, Adam, You agree.

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Speaker 4: Oh totally, And as a store owner, I'm sure you

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Speaker 4: know you would see that and just be really disappointed,

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Speaker 4: like yeah, yeah, Thompson boss, thanks completely agree.

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Speaker 1: Yeah, yeah, I would much rather have someone just there

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Speaker 1: just constantly checking in because obviously I'm going to have

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Speaker 1: a million questions along the way, so that's probably they

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Speaker 1: will regret hovering near me next one. Have you ever

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Speaker 1: made a complaint about service? Has a customer service ever

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Speaker 1: been so bad for you that you've actually gone I

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Speaker 1: am going to complain?

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Speaker 5: Yes, oh, Adam, Yeah, no.

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Speaker 4: No, no no. It was a birthday dinner and my

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Speaker 4: it was when I was much much younger and pay

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Speaker 4: for me.

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Speaker 5: It was lengthy good and it was just so bad.

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Speaker 4: And initially I went away from the table and asked

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Speaker 4: to speak to the waiter separately, and I just said, look,

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Speaker 4: I told them this. I said, look, this is my

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Speaker 4: birthday dinner and the moment the meals aren't coming out.

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Speaker 4: We've been waiting for forty five minutes, and then you

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Speaker 4: brought them out all at different times, so food was

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Speaker 4: getting cold on the table while my guests had to wait.

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Speaker 4: It's it's not acceptable and can you please help? And

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Speaker 4: they didn't. I said, look, so just say, you know,

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Speaker 4: I'm going to speak to the manager as well at

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Speaker 4: the end because it has been a really disappointing experience.

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Speaker 1: And what do they do? God, don't don't they apologize? Yeah?

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Speaker 4: That was it, you know, Okay, Oh, food came in,

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Speaker 4: it was under cooked and it had to be sent back.

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Speaker 5: It was it was pretty bad experience.

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Speaker 1: Oh that's yeah. But I love the fact that you

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Speaker 1: did it.

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Speaker 5: I think it deserved a complaint, but I.

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Speaker 1: Love the fact that you did it in person too.

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Speaker 1: Complaints is so much easier these days in emails or

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Speaker 1: even no obviously they are sean what about you?

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Speaker 3: Look I complained to the vet who kind of checked

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Speaker 3: out the dog and sort of said, I'll send you.

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Speaker 3: I'll send you an email with what we think needs

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Speaker 3: to be done and basically said the back of its

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Speaker 3: teeth needed issues with dental They need to clean the teeth,

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Speaker 3: but they had to put flow to sleep to do it.

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Speaker 2: Blah blah blah.

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Speaker 3: And I sent back the email and said, dear doctor, So,

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Speaker 3: so you're telling me it's going to cost twelve hundred

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Speaker 3: bucks to clean the dog's teeth. Sean didn't get a response.

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Speaker 5: The invoice.

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Speaker 3: No, I didn't do it, and then the dog got

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Speaker 3: all sorts of troubles and cost us thousands fixed. But

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Speaker 3: I mean I got mine back, but I just love

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Speaker 3: the email you, dear so and so twelve hundred bucks

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Speaker 3: to clean the dogs tooth golly.

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Speaker 1: So my next question, right, this is a little bit

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Speaker 1: broader now, and I want to kind of flip it

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Speaker 1: almost to go from the business side of things, because

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Speaker 1: it's very easy to complain. It's very easy to kind

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Speaker 1: of stamp your foot and demand that things be put right.

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Speaker 1: But do you think the customer is always right? Or

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Speaker 1: as a business owner, when do you actually say, you

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Speaker 1: know what, this isn't worth it. I'm spending too much

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Speaker 1: time on this and it's just not worth it. Sean.

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Speaker 2: Of course they're not always right. There's a bunch of

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Speaker 2: dickheads out there.

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Speaker 3: We know that they're not always right.

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Speaker 5: Or any listeners here, but others.

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Speaker 3: If I mean, you've I've been in a store where

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Speaker 3: someone who has been treating the server incredibly poorly, and

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Speaker 3: particularly you know, if it's a kid, you know, like

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Speaker 3: a young woman, a seventeen or eighteen year old being

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Speaker 3: treated like crap. It's really hard for that kid to

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Speaker 3: stand up to him. But no, the customer isn't right

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Speaker 3: in that instance. The customer's rude.

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Speaker 1: Yeah, Adam, would you ever send a client away because

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Speaker 1: you weren't happy with the way that they were either

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Speaker 1: speaking or it was just just just not working for you?

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Speaker 5: Oh, it was usually more than that.

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Speaker 4: So particularly you know, early days through UNI, spending money

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Speaker 4: was in a bar.

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Speaker 5: Frequent and spend well frequently. Some frequently I had to

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Speaker 5: request people leave.

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Speaker 1: Yeah, okay, yes, I mean that's a different kind of

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Speaker 1: The customer is always right. I mean, if they're smashing

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Speaker 1: off their nut's got a legal responsibility to remove them,

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Speaker 1: all right, Last one, last one, I'm curious about this.

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Speaker 1: You know how there is always a there's always a

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Speaker 1: push to support small business, and it is always good

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Speaker 1: to support small business.

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Speaker 6: A good push, absolutely push, But everyone says that yes, yeah,

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Speaker 6: support small business, but then you act differently when it

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Speaker 6: comes to price and convenience, Like you will voice this support.

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Speaker 1: For small businesses, but when push comes to shove and

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Speaker 1: you've actually got a handover money and it might be

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Speaker 1: twenty percent more expensive doing it with a small business

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Speaker 1: than going on to say Amazon for instance, and ordering

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Speaker 1: do we actually follow through? Where do you stand on

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Speaker 1: trying to support small business when you can or in

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Speaker 1: a cost of living crisis? Where's the points at which

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Speaker 1: you give up?

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Speaker 3: It's both category dependent and where your financial whares are.

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Speaker 3: So I would always support a small coffee shop than

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Speaker 3: a large chain of copy shops. I'd always support a

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Speaker 3: small wine shop than I would a large wine shop. Well,

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Speaker 3: in my area there are a couple of small wine shops.

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Speaker 3: I'd just like to support them. So that's that. In supermarket,

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Speaker 3: I'd always go to Woozerkulza, like I wouldn't support a

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Speaker 3: small business. But then I think about that and that

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Speaker 3: is finance dependent, and so my kids would go to

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Speaker 3: wherever it is cheapest, no matter what the category is.

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Speaker 4: And what about you, Adam, Yeah, it's similar to Sean

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Speaker 4: it's a mix. But I'm a pretty much a fiend

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Speaker 4: for the convenience and pricing of Amazon, Like if it's

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Speaker 4: a hard product that I need and so rather than

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Speaker 4: the time and effort to go to a bunch of

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Speaker 4: different stores. So I think I do tend towards price.

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Speaker 2: Michael, Oh.

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Speaker 1: Look I am, I am very much. I think price

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Speaker 1: driven and I will I will go wherever it is cheapest, honestly.

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Speaker 1: And what about coffee.

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Speaker 4: You're quite an officionado, right, you don't compromise.

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Speaker 3: Makes his own coffee beans. Yeah, good question. Do you

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Speaker 3: just buy the cheapest on sale?

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Speaker 1: Actually, that's a very good point. That is a very

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Speaker 1: good point. We buy that from a small roaster. So

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Speaker 1: that's the and we support We do support small business.

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Speaker 1: Hey there, Maybe feel better about myself. Oh look at that.

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Speaker 1: Yeah me, I'm the champion of small businesses. Now might

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Speaker 1: be an overreach, perhaps, all right, I think we've covered

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Speaker 1: enough ground.

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Speaker 2: Thank you very much, short, Thank you, Michael, Thank you, Adam, Thanks.

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Speaker 5: Adam, thank you both. That was fun.

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Speaker 1: If you've got a question that you'd like us to tackle,

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Speaker 1: or a graft that you'd like to get off your chest,

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Speaker 1: and then we can spin out into a full episode.

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Speaker 1: Send it through on LinkedIn or Instagram or at fearanngreed

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Speaker 1: dot com dot au Uncle Thompson and Missus Bier and

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Speaker 1: Graig Kill and I