Small businesses need kind customers now more than ever
Covid-19
Despite the challenges that come with having staff in isolation and supply chain distributions, Port Douglas businesses are doing their best to serve the community. The best way to support them is to be a kind customer.
The Australian Small Business and Family Enterprise Ombudsman Bruce Billson is urging people to refrain from posting negative online reviews, as short-staffed small businesses struggle to stay open.
"Many small businesses in Australia are working hard to keep their doors open and their employees and customers safe, as we learn to live with Covid" said Mr Billson.
He is urging people to be a kind customer – patient and understanding, with good and generous intent.
Immense pressure
Bobbie Murphy, general manager at Peninsula Boutique Hotel Port Douglas, said that she is currently wearing many hats in order to maintain their standards, which is not sustainable for any length of time.
“At present we are short 8 to 10 team members across the entire resort and restaurant”, Ms Murphy said.
“This includes Chefs, Barista’s, Housekeeping, Bartenders, Food and Beverage Attendants and Maintenance.
“The pressure is immense, I am trying to fill roles so that my existing team can return to normal hours and have the support they need.
“I am continually recruiting on a multitude of platforms, forced to deal with time wasters or restricted by vaccination status in the workplace.”
Customer service above anything
“We are blessed to have remained open and I am very grateful for that. However, to do this, I had to be smart and plan ahead. Choosing staff morale and good customer service over revenue.
“I have reduced reception hours, limited dining spaces, closed to outside guests for a period, reduced room servicing to request, just to name a few.
“The decision to take a hit financially, instead of receiving bad feedback, was a tough one to make. But I can always make more money in time, I cannot delete bad reviews online.
“I just try to stay positive and supportive for my team, that is the best thing I can offer in this current time.”
The whole world is short staffed
Ms Murphy said that 98% of the guests are very understanding and can see the devastation around town.
“We also explain to them on arrival, if they are staying in the hotel, that it is important to be kind at this time and plan ahead for reservations.
“The other 2% are hungry, struggling to find a venue to accommodate them, they are annoyed and frustrated, understandably.
“The ones that see us running non-stop, that see me personally working 16 hour days, breakfast and dinner, and then complain because I may have served other guests before them, they just need a real reality check.
“My team on the other hand, continue to please. Being a young and inexperienced team at present, they are often confronted by guests that won’t wear masks or try to dine without a vaccination certificate. They are confused and threatened by that behaviour, thinking that they have to please everyone so that we do not receive negative reviews.
“It is important to me to always be on hand to face these situations, though not very often, the reality is that there are people out there that continue to lay blame where it is not warranted and no employee deserves to be disrespected when all they did was show up.
“The whole world is short staffed. Be kind. Be patient. Look where you are and enjoy the view. Know that we are all trying our very best and working so incredibly hard to remain open and deliver a high standard of service.
“Behind the scenes there is so much going on, with supply shortages, price increases, rostering issues etc, it is important for guests to be aware that we are attempting to navigate through this period as well as we can and accommodate all customers to the best of our ability.
“The appreciation for our customers' support during this difficult time is enormous, we are so very grateful for their patronage and patience.”