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Had a great response to customer feedback that we got at our new Ballarat store. It shows yopu just how valauble it is to take notice of your customers.

First we got this by email:

G'day Tom, Just wanted to say firstly that I am a huge fan, and have been to your Echuca shop regularly! That is why when you came to my town, how thrilled was I that we would be able to shop locally instead of having to wait until we were on vacation to our holiday home near Echuca. We went to the opening had a great time. Food was great, though disappointed we couldn't get bread!

However on following visits it just is not the same. Toasties are not made with the big 'door stopper' slices - just ordinary toasted bread, the pies are hard, coffee lukewarm, granny smith's soggy!! ........... and this has happened 3 times since opening. I hate to whinge, but if we don't say something, how can we have a great Beechworth Bakery in Ballarat, just like Echuca, and your other stores. I hope things pick up. I'll wait a couple of weeks a give them another go. Cheers to you and keep up the great work! Kind regards,

Jo (etc)

I wrote back:

Dear Jo, Thank you very much for your honest feedback, I really appreicate it. Only in the last few days they have installed new pie heaters in the Ballarat store, which should greatly improve the pies. I have forwarded your email to the manager at the Ballarat store as well as to the General Manager of all the stores and I am sure they will get straight onto rectifying all the problems you have pointed out. We had better lift our game or we will be in real trouble!! I am sure your comments will go a long way to helping improve the store. Once again thank your for your feedback, without it we cannot improve. We will get better!!

All the best Tom O'Toole

Next we got this reply:

Dear Christine and Tom, Many thanks for answering my email. I am pleased that my comments are taken in the manner that I mean't them to be - only as constructive, as I want Beechworth Bakery to be here in Ballarat for a long time - and go from strength to strength.

Cheers, Jo.

And then …

G'Day Tom and Christine, I just wanted to let you know that the Ballarat Store contacted me about the email I sent to you early August. We have been to the store several times, and want you to know that we have had a wonderful experience each visit there. Congratulations! we are thrilled that all is in order, and we just love the Beechworth store here in Ballarat. Thank you so much for the trouble you took in listening, and in fixing our problem. We are very appreciative of all you efforts, and wish you every continued success for the future.

Kind regards, Jo

Video clip

Here's a video clip of Tom talking about the customer feedback system at the Beechworth Bakery. It's a small section of Tom's training DVD "Drop Everything for the Customer"

View video - (You will need a broadband link)

Read Customer Comments from our shops

This is a special section where we will keep adding a selection of the many, many customer comment slips that we get at all of our shops. It's a wonderful way to get new ideas from our customers. And remember it's the ones that tell you what you're doing wrong that really can help you!

Sarah

We came all the way from Perth to visit the Beechworth Bakery. Heard this place was a must see destination. Loved the food, best bakery we ever been too. Congratulations on your achievements. Thankyou for the lovely food and service

Steve and Jo

Excellent service. Great teamwork. Even when our coffee order wasn't quite right it was rectified instantly!

Ken

As a travellerI enjoy your bakeries very much.
But I feel compelled to ask you to play a local radio station rather than a Christmas CD with carols. Please limit the Christmas carols for say, 1 week before Dec 25th.
On a hot Dec morning it is not appropriate to hear carols ... White Christmas etc

Local, born here. Beechworth.

Tom! I know you will not take any notice of this, but you should look after your local people. Without us you would be no one.

Some of the locals want a locals only line. They don't like visitors. We do try hard.
Tom

Kerrie

(Hello. I am so happy to see that the Beechworth Bakery has become Australia wide. It has grown tremendously and has a lot of smiling faces. I enjoyed reading my paper while sitting upstairs admiring the beautiful views of historical buildings. All the best for the future.)

We only have 6 shops all in Victoria, well one in Albury. At the moment that’s enough!
Tom

Sherrie

(The coffee had no taste and the milk had been scalded, maybe for a mugacino you may need two shots to give adequate flavour.)

We do need to up our training on making coffee. Some of our people don’t drink the stuff. Need to get this really great.
Tom

Mrs P Willis, Cowes, Isle of Wight, England

(Dear Mr Tom O’Toole Thankyou for sending me the complimentary coffee/tea vouchers five years ago. Believe it or not we have returned again to enjoy some of your mmm delicious cakes. We did not think we would ever return to Australia but felt we had to visit elderly relatives in Yarrawonga one more time. It was great hearing back from you after I put comments in your box and it certainly made our day. We always enjoy our stay in Australia when we tour around. Best wishes to you and your staff.)

WOW. Have a read of this. We love to see people come back.
Tom

Terry from Wendouree

(We think it would be lovely to be able to come in and have a nice hot soup with your pies, pasties, savoury rolls etc. Great for Ballarat weather. A great quick meal.)

David from Kangaroo Flat

(Thanks for keeping such a pleasant place. The service seems to get better and better all the time. Thankyou Robyn and Andy.)

Mrs Young from Lavington

(You need something to help keep the kids amused downstairs (in Beechworth). maybe the back section with toys turned into a play area. I see how hard it is for parents of children.)

Beechwoth just does not have the room for a play pen downstairs. Our other bakeries do and there is one upstairs at Beechworth. - Tom

S from Willowmavin

(Love the lemon tarts and the honesty box)

Sharon from Tusmore

(Great stop on the way to Adellaide from Buller. Clean toilets after yummy food,)

No name

(Spent the day introducing a Canadian to Ned Kelly culture. The Ned Kelly pie and drink at Beechworth Bakery was a wonderful way to top it off. Thanks a lot!)

Heidi from Lavington

(I just can't believe you do not sell the good old pizza pie - what happened! From: Your distressed client.)

At times we cut out lines to give them a rest and we bring in new lines. Pizza pies have been a real winner for us we do need to think about bringing them back.

Tom

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