Fine Cheese & Charcuterie November / December 2012

My ongoing interest in good customer service leads me to relate a recent shopping experience. I took my 12-year-old grandson to Barnes & Noble (the El Cerrito location) to pick up the second book in a series of fantasy novels he’s reading, but we couldn’t find it. We went to the information desk to see if they had it and where it was displayed. The woman checked the computer and found that they didn’t have it in stock. However, rather than leaving it at that, she quickly offered a solution. She told us that if we could wait a day or two, she could order it for us and have it shipped

to my home; and it would actually be cheaper than if we bought it in the store. Also, she pointed out, since I am a Barnes & Noble (B&N) member, there would be no shipping charge. We agreed and the book ended up arriving even sooner than she pre- dicted, much to the reading delight of my grandson. We were happy and the store was happy because we didn’t leave without making a purchase.

Now, of course, B&N is a big company that can do these things, and perhaps the woman was trained to do exactly as she had done, but nevertheless, the courtesy extended and the efficiency with which it was handled were impressive. Not all of you have the ability to do this but there are many other ways to go above and beyond in a similar fashion to help

satisfy a customer and keep their business.

How fortuitous that this month’s scheduled feature on entertaining from the deli (“Celebrating in Style,” page 5) should coincide with a report on my visit to the regions of La Brie and Champagne, names that are practically synonymous with parties. Brie and Champagne, the cheese and beverage that is, are without question two of the most popular choices for any great party and are usually the first items on anyone’s buying list when planning one. My visit, as a guest of the Cheese Importers Association of America, was in conjunction with our attendance at SIAL, the large food trade show held every other year in Paris, an experience that is also chronicled in this issue, page 16. The Gourmet Business-Fine Cheese & Charcuterie team spent several days walking the aisles of the show, encompassing eight buildings, talking to friends old and new, and seeing the latest and greatest in gourmet food products from France and around the world. For those of you who have never been, it is an experience to look forward to; and we look forward to seeing you there one day.

I must mention something that will appear in the January 2013 (Winter Fancy Food Show) issues of Fine Cheese & Charcuterie and Gourmet Business.  I spent a day recently at the Ferry Building Marketplace in San Francisco shooting a video at several of the stores there as part of a story we’re doing on “The Shops of San Francisco.” The video will be embedded in the issues and will give those of you who are coming out for the show ideas for places to visit, and a virtual tour of this extraordinary food hall for anyone who can’t make it out this year. We’re looking forward to sharing it with you and to seeing many of you at the show. Happy holidays to everyone and good luck on a successful retail season. Cheers!

James Mellgren Managing

Editor Fine Cheese & Charcuterie

 jmellgren@gourmetbusiness.com