Go to Article

Better work, information as desired: We give you the information you really need and are committed to a better and more ecological working environment. When Book Publisher Best of HR – Berufebilder.de® with Unique Book Concept and eCourses we offer over 20 years of experience in Corporate Publishing - with Clients like Samsung, Otto, Governmental Institutions. Publisher Simone Janson also heads the Institute Berufebilder Yourweb, which awards scholarships and belongs to one of the top 10 female German bloggers, referenced in ARD, FAZ, ZEIT, WELT, Wikipedia .

Disclosure & Image Rights: Image material was created with a camera provided free of charge by our sponsor Olympus, which we checked as part of the test until it was unusable. The Department of Tourism for the Province of Quebec, Canada, helped us research articles and create images for the blog by covering all travel expenses. 

Here writes for you:

Simone Janson is publisherConsultant and one of the 10 most important German bloggers Blogger Relevance Index. She is also head of the Institute's job pictures Yourweb, with which she donates money for sustainable projects. According to ZEIT owns her trademarked blog Best of HR – Berufebilder.de® to the most important blogs for careers, professions and the world of work. More about her im Career.

More successful as a small business owner than McDonald's? Inspire with customer service

David versus Goliath: If small Company If you want to be successful in the market, good customer service and quality often help. An example from practice.

Baie-Saint-Paul Quebec Boulangerie009

A bill that works

It is lunchtime when you enter the boulangerie À Chacun son pain in Baie-Saint-Paul, Canada: people are queuing up to the door. Next door in the McDonalds yawning emptiness.

A calculation that seems to work for the owners Jean-Christophe Lamontagne and Amick Roy. They have only been running the boulangerie for a few years. The recipe for success against fast food as a role model for companies?

One year of Rolls Royce was enough

Jean-Christophe is originally from Quebec City. He then went to Montreal to study and then worked for Rolls Roys for a year. There he met his wife Amick, who has been working for the car manufacturer for 8 years.

"One year of Rolls Royce was enough," says Jean-Christophe firmly. Therefore, the two quit their secure job and traveled through South America for two years. Back in Canada, the two of them no longer wanted to live in the city and chose the Charlevoix region. "A lot was happening," explains Jean-Christophe the decision.

The recipe for success: hard work and low prices

First, the two opened a youth hostel in an old rectory. "With that we made it into the Lonley Planet travel guide," reports Jean-Christophe proudly. But the earnings were enough to live, but not to travel and to give the son a good education in Quebec.

Tip: Text as PDF (please read the instructions!) or to this text complete eCourse or series Download. Actions or news via Newsletter!

Therefore, the two also opened a bakery. The secret of success sounds simple: hard work and low prices: a salad with soup and bread costs 5,25 Canadian dollars - and is therefore cheaper than a McDonalds menu next door - and significantly healthier.

Best of HR – Berufebilder.de®

Quality versus fast food

"Our goal is to offer good quality at low prices," explains Jean-Christophe. And his calculation is simple: “If the prices are too high, customers go somewhere else.”

But how do the two manage to keep prices so low and outdo McDonald's next door? Mainly thanks to cheap ingredients: “Flour is very inexpensive, the raw costs for a baguette are just 25 cents. We also often use regional products, ”reports Jean Christophe.

Best of HR – Berufebilder.de®
Best of HR – Berufebilder.de®

Fixed cooperation with surrounding hotels

In addition to the bakery, the two also supply some surrounding hotels and have fixed cooperation agreements. Jean-Christophe wants to expand this line of business even further, but not every cook is interested in good bread and healthy food:

“The younger chefs in particular are very concerned about the health aspect. Older chefs, on the other hand, often prefer traditional cuisine. There is still a lot of persuasion to be done. ”

Best of HR – Berufebilder.de®

Organic & good service as a recipe for success

Jean-Christophe Lamontagne and Amick Roy's recipe for success is simply excellent service and high organic quality. Organic is one of the trends that futurologists have been predicting for a long time. And at least in the big cities, where there is an organic shop on almost every corner, this is also noticeable.

Both customer service and quality are not a matter of course - and that also makes it clear what goes wrong next door at McDonalds: In most of the larger companies, the important customer service has been outsourced to call centers: Most of the time, people are sitting there who have precise instructions on how to do it or should react to that case, but no decision-making authority.

Best of HR – Berufebilder.de®

Large companies: The customer as a water heater

Ideally, good customer service works in such a way that, as in any small shop, the customer immediately comes together with the right conversation partner and his request is dealt with quickly. However, ideal cases are rare. It would be better if the customer were immediately forwarded to the right place.

Because the customer's concern deviates only slightly from the given situations, because the memorized phrases no longer work, then the customer remains unsatisfied - or he becomes a continuous-flow heater. This means nothing other than that the customer is passed on from Pontius to Pilatus within customer service: from service to technical support, to department manager, to business hotline, finally to managing director and so on. And every time the customer is a little bit more dissatisfied and the situation escalates a little more - just a water heater.

Best of HR – Berufebilder.de®

Load organic in fast food?

The same is true for quality: My Canadian friend Molly, who suffers from a few food intolerances and also likes to give raw food cake seminars, wanted to find out: What is it like when you are looking for organic products where you actually want them? not suspected, for example in the fast food shop or at the snack bar?

Incidentally, it is not that far-fetched, after all, the big fast food chains or discounters like Aldi have long since jumped on the bandwagon and advertise with lots of organic products. In the kebab shop, Molly asked about organic products, fat and gluten free. The result is sobering: in the kebab shop you can only eat salad with ecological standards - ideally from and with your hands. However, the seller, who patiently answers all questions, is an excellent example of good customer service: Always patient and friendly, although somewhat helpless in the end.

Video Note: If you don't see a video here, you have to activate the option “Watch videos” at the end of the page under “Privacy and Cookies”!

This is how good service works!

Dear people, there should be more to it: a shop for organic doner kebabs with gluten-free bread and without plastic dishes and cutlery. With a nice, patient seller who advises the guests on all ingredients - so that they don't have to eat salad out of their hands in the end!

Just like Jean-Christophe Lamontagne and Amick Roy, who are an excellent example of good customer service and high quality.

Best of HR – Berufebilder.de®
Best of HR – Berufebilder.de®

Buy text as PDF

Acquire this text as a PDF: Please send us an eMail with the desired title to support [at] berufebilder.de, we will then send the PDF to you immediately.

3,99 Book now

Books on the topic

Or for a little more directly buy a whole book or eCourse on this topic, read on. Here you will find a suitable selection.

Buy eCourse on Demand

Up to 30 lessons with 4 learning tasks each + final lesson as a PDF download. Please send us an eMail with the desired title to support [at] berufebilder.de. Alternatively, we would be happy to put your course together for you or offer you a personal, regular one eMail-Course - all further information!

19,99 Book now

4 responses to “As a small business owner more successful than McDonald's? Inspire with customer service ”

  1. Ramona Lech says:

    Exciting story of how you can be successful even with a small business.

  2. Harald says:

    I would simply advise everyone: go self-employed, do your own thing. I gave up my independence twice and could bite my a ... for it.

  3. Marie says:

    The idea is really very sensible and will probably be successful in the future as the younger chefs are increasingly interested in healthy eating. It is very good that predominantly regional products are used and thus money is saved again and this benefits the customer.
    I wish you continued success.

Post a Comment

Your email address will not be published. Required fields are marked with * .

Ja, I would like to be informed about the latest promotions and offers via Newsletter be informed.

I hereby accept the Debate Rules and the Privacy policy with the possibility to contradict the use of my data at any time.

error: warning The content is protected!