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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
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Ballarat Story 
