When businesses fail it is easy to blame the recession or Covid-19.  In all but a few cases that argument doesn’t stack up.  Failure is more often due to complacency and miserable management.  Obliged by business appointments to occasionally visit a splendidly situated restaurant I disliked doing so as the service was excruciatingly bad. Is the owner under the illusion that a little Spanish sunshine is enough to compensate for bone idle offhand staff? Rival restaurants lacking such beautiful surroundings thrive. It is service, not the location that puts bums on seats. 

Having moved home I no longer shopped at a hardware store but needing an item I recalled how helpful the hardware store had been in the past. On this later occasion I hardly recognised it as the business was bigger and busier. As I complimented the owner I remarked on the evident success of his business.  I knew why he had succeeded during the most difficult years of the downturn but I asked him anyway what he owed to his success.

‘It is service.’  Juan explained and then confirmed everything I had assumed. His business mission is to offer a service that cannot be faulted.

Unfortunately, well-run businesses are few and far between, ineptitude being the No 1 business killer. It was a pleasing surprise to make the acquaintance of David and George, owners of a computer repair business. Having really messed up my mobile phone I was fed up, to say the least. 

Before I even reached the counter, a cheery customer greeted me and smiled, ‘You have come to the right place.’

Although my problem was minor in business terms I was given 5-star business service.  As a new customer, I was introduced to the staff, given a tour and my problem was fixed whilst I enjoyed a coffee.  That was four years ago. George and David have grown their business through a recession and the Covid-19 repression. Their business will continue to grow because there will always be a desperate need for competence and recognition that the customer is king.