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Stealing Customers Is Like Taking Candy From a Baby

May 7, 2007

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Note:  This blog topic has become widely known in the Winston-Salem area.  Fourteen months after I wrote it, it still resonates with the public.  Why?  Because more and more people who have visited Ollie's have complained about their customer service.  It's been reported - and verified - that the employees working the counter are not allowed to acknowledge the bakers who work along side them.  What?!  Lack of customer service and a lack of a cohesive work environment too?  Was I the first to remark on this business publicly?  Possibly.  But it's interesting to watch unfold. 

May 7, 2007:
This weekend, my husband, some friends, and I decided to take all the business we used to heap upon a local bakery away from them. Sounds harsh, doesn't it? We had originally thought about opening a bakery, but recently a neighbor opened up one using organic ingredients and we have opted to support her (located at Krankies Coffeehouse).  The reason behind our decision to boycott?  The new owner and her lack of customer service. 

The local bakery down the street from us used to be a wonderful, thriving business. People traveled from all over to get their cheddar and spinach scones, and their fresh baked bread that filled the bakery with warm aromas when you walked through the doors. The people who worked the counters always smiled, called you by name, and prepared your order as they chatted about the day. The line used to wrap around the small building and people would wait regardless. After all, this was Ollie's Bakery. A local, homegrown establishment that succeeded because people loved the atmosphere.

The original owner sold it a little while ago and, as we approached the business on Saturday morning expecting it to be packed, we were alarmed to be one of three couples in the entire place. Approximately 10,000 people were about a block away preparing to run/walk the Susan G. Komen Race for the Cure and would be passing by the bakery in 10 minutes. Why wasn't it packed? We thought we'd grab some coffee and a scone and wave to everyone as they ran past. Within minutes of the first crowd of racers, a note appeared taped to the door, "Only customers can use the restroom." This is a small town and there are places to use the bathroom every hundred feet (especially on race day), so this offended too many people to count. Potential customers headed to the door to buy a pastry, saw the sign, and backed away, mumbling under their breath about what a welcoming place Ollie's used to be. The previous owner, they said, would welcome everybody regardless. Of course, I thought, because if someone opens the door to those wonderful smells, they're going to be overpowered by their grumbling stomach and compelled to buy something.  It wasn't rocket science.

I had heard through the neighborhood grapevine that Ollie's had "gone downhill" and the new owner was enough to keep people from stopping by their favorite establishment. She had, as the rumor mill stated, actually told her employees not to get too chummy with the customers. Whether she said this or not, my neighborhood started a boycott of biblical proportions and this past Saturday, we were upset to have to join the ranks. We were ignored, treated indifferent when we made our purchase, and then I was told that I - a paying customer - couldn't use the bathroom either. It was only when she noticed that I was throwing away my coffee cup and paper plate that she said I could use it. The old staff that greeted me when I bought my coffee each morning had left, the bakers had all jumped ship, and now I knew why. Ollie's, my favorite little bakery, had forgotten why they were so successful in the first place...customer service. The magic, the glue of the place, is lost. 

In case people forget, this restaurant is located in Winston-Salem, the heart of "Niceville" where people say hello in grocery store lines, bake cookies for new neighbors, and wave to people as they walk by.  Being unfriendly in this region doesn't just go unnoticed, it angers people.  And angry people boycott.

Customer service, no matter how many times I say it, is THE most important part of your business. Here is a great video that I recommend watching, and when you're through, think about what you will do to be like Johnny. Don't let someone steal your business just because they have a better customer atmosphere.  It only takes five minutes to be nice. 


Posted by Suze Bragg on May 7, 2007 | Comments (17)


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May 22, 2007
In response to: Stealing Customers Is Like Taking Candy From a Baby
Former Ollie's Fan commented:

Rumor has it that the former Ollie's employees are opening a bakery on Burke Street.




November 13, 2007
In response to: Stealing Customers Is Like Taking Candy From a Baby
kate h commented:

I would like you to know that I was working that day and I do remember you I believe. The owner (Nancy Revzen) is not a nice lady. Please do not bad mouth those of us that tried very hard to work for her with anything that resembled a smile on our face. We told her that the note about the restroom was rude but the native New Yorker in her didn't see it. She is a talented woman, just not a warm one and I do wish that she had more business sense but she doesn't and she didn't accept ideas very well. So just remember that she was the problem and I do have an extensive customer service background and I wanted to make a difference there and just gave up and left town myself.




February 14, 2008
In response to: Stealing Customers Is Like Taking Candy From a Baby
Trish commented:

I find it a bit of sour grapes for someone who is planning to open a rival bakery to trash the competition. I've always found Ollie's to be pleasant and inviting under the new ownership...and the food is unrivaled. I urge all to judge for themselves.




March 6, 2008
In response to: Stealing Customers Is Like Taking Candy From a Baby
CFB in NC commented:

I have just used Ollie's for a corporate event and Nancy was nothing but wonderful to work with. The other couple of employees I interacted with were also very pleasant. I wish others had experienced the same thing. I can honestly say I was really surprised at your obvious dislike of them. Maybe once this "native New Yorker" is in W-S longer, she'll start to have some of her own southern charm.




April 22, 2008
In response to: Stealing Customers Is Like Taking Candy From a Baby
Another Former Fan of Ollie's commented:

I read your blog about Ollie's changing hands (for the worse) a while ago, but hoped you were speaking of some other Ollie's someplace else, not my favorite little bakery in Winston-Salem, the one I used to love driving to from Greensboro whenever I had the chance. I haven't had the chance for some time now (had a baby 11 months ago today), but this morning made the drive and was dismayed to experience the rude indifference of the new owner firsthand. Not only that, the quality of everything, from coffee to bread to pastries, has gone dramatically down. I'm totally disappointed, and hope that your stated plans to open a bakery of your own are coming along. I'll look forward to trying a friendly bakery with quality goods when you open. Thanks.




August 12, 2008
In response to: Stealing Customers Is Like Taking Candy From a Baby
uraloser commented:

you suck! start your own business.Its people like you that leech into someone else's customer base.I hope you fail!




April 28, 2009
In response to: Stealing Customers Is Like Taking Candy From a Baby
Barbara Rix commented:

Just attended a cooking class there and Nancy was nothing but wonderful. I personally would find it annoying if people coming to attend a race thought my business was a public restroom. If I was a legitimate customer coming to shop, I would find it annoying to trip over runners making a beeline for the bathroom. Also, I sincerely doubt the runners are stopping into a bakery for a pastry minutes before a race so the chances of enticing customers was slim, the chance of enticing moochers? Pretty good.




November 15, 2009
In response to: Stealing Customers Is Like Taking Candy From a Baby
retort at last commented:

The employees that have left such an insulting message found it impossible to have someone actually RUN the bakery. Gordons idea was to keep everyone happy so they didn t leave by letting the employees run the business. Any new owner would have changed the system and these people refused to give up their control. They were rude, unsupportive, argumentative intractable, and uninterested in learning new things. The bakery was a filthy mess .It must have been easy to run the bakery (it was making NO MONEY) when they had nothing at stake.They were angry that ANYONE other than themselves was in charge. ollies is thriving, opening in Greensboro with a cafe a full European Bakery full kitchen and branches in Lewisville/Advance.It has a world class reputation . Excellence sometimes has a price.Nancy s concern was to give her customers absolutely the highest quality food and this she has done .When these people have the courage to do this on their own, then they ll be able to talk about business. until then , all this bitching is just sour grapes from wannabees.




November 15, 2009
In response to: Stealing Customers Is Like Taking Candy From a Baby
thankyou commented:

Thankyou for this note. We agree. Yes this is correct. ollies is the best bakery in North america and has the best service and is a wonderful place to sit. It is jam packed all the time and for good reason. the food is wonderful , the place is like being in Europe, The counter ladies are a joy with their french hats. We in Winston are greatful, honored and lucky to have Ollies.We have watched it grow from a good to a fantastic bakery. The past employees seem to have been very small people . It takes more than sour grapes to be a business person.They tried and failed at opening a bakery. Karma.




November 15, 2009
In response to: Stealing Customers Is Like Taking Candy From a Baby
Wow commented:

Wow. Ollies is opening in Greensboro?!Simple Kneads and everyone else watch out. You re no competition for them.




November 15, 2009
In response to: Stealing Customers Is Like Taking Candy From a Baby
student commented:

We hear Ollies is opening a bakery Cafe and market near the university. We couldn t be happier!!!!!!!!!!!!!!




November 15, 2009
In response to: Stealing Customers Is Like Taking Candy From a Baby
finally commented:

We are glad to see that someone has finally responded to the nonscence and childish jealousy of the former Ollies employees.If they had been adults they would have tried to learn from this woman as she obviously was a much better baker than they were. Ollies is 100 times better than it was.




November 15, 2009
In response to: Stealing Customers Is Like Taking Candy From a Baby
noone commented:

Yes.




November 15, 2009
In response to: Stealing Customers Is Like Taking Candy From a Baby
Mr and Mrs Werner commented:

We ve had Ollies bread from Whole Foods. It is wonderful Its the closest bread to germany that we ve ever had. We look forward to having Ollies in greensboro.




November 15, 2009
In response to: Stealing Customers Is Like Taking Candy From a Baby
Surprised commented:

While I was looking up Nancy Revzen, I found that she has a CD out . You can listen to it on the web. She was obviously an incredible pianist. She has brought that talent to her bakerySomeone that is used to creating this kind of excellence could be misunderstood by employees that have not worked up to these standards.We in Winston are happy that Ollies changed.It was never this good.By the way, the Cd is with a soprano.




November 15, 2009
In response to: Stealing Customers Is Like Taking Candy From a Baby
friendAND EMPLOYEE commented:

I am an employee of ollies. Talk about not nice people, at Christmas time Jill parkin came in while we were working and walked up to nancy revzen and gave her a big hug as if she had never said the above things about her.as it turned out Jill needed a reccommendation for a mortgage for a house she wanted to buy. Now THIS is gaul and NOT A NICE PERSON..




December 18, 2009
In response to: Stealing Customers Is Like Taking Candy From a Baby
Who is commented:

Who is Jill Parkin?





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