16/07/2026
It's been a while since I have posted, but I felt compelled to do so today.
So many CBD business owners (and locals) are complaining about the empty shops in Gill St due to the Goldtower complex.
Today's experience is an example of one of the 2 main reasons I have seen businesses closing in Gill St.
1. Landlords not maintaining their buildings. There are far too many shops that need $000s spent simply to get them up to code. Your tenants are paying extreme rent and outgoings, only having to negotiate around a leaking roof, unlevel floorboards, and dry rot (to name a few).
2. The best and most effective way of combatting competition is to ensure your customer has a good experience as soon as walking through the door. Customer service is lacking far too much nowadays. It is a proven fact that great customer service is the cheapest (it costs nothing) and most rewarding (customers & staff feel good) practice for any and all small businesses to offer.
Which brings me to today.
Without mentioning names, I will say I walked into a Gill St store. There were 3 men behind the counter (2 older and 1 youngish). 1 of the older gents moved back to the front of the counter, so it was obvious he was training the other. Neither of them acknowledged me. The younger 1 was typing at a keyboard behind the register and did not even look up to acknowledge my presence.
As a person who did not wish to interrupt, I lingered for about 1-2 minutes, then saw the section I needed, so I walked over there, browsing and lingering.
There was some trolley noise behind me, so I turned around to find the younger staff member moving stock. It was approaching 5 mins by then, so I was surprised and a little annoyed that he hadn't addressed my needs first.
We are all very busy people, and I was having to start a shift within 20 mins. I didn't have time to wander around a store. I needed help and was not even being acknowledged by staff. It takes no effort or cost to look up from what you are doing, acknowledge the person approaching, smile, and say, "Good morning, I'll be with you in just a moment."
When you have finished what you are doing, you don't go move stock; you go to the customer to assist them.
Moral of the story - I spent $280 at Goldtower, instead of in Gill St.
PLEASE - My biggest recommendation for ANY small business. Times are tough. The economic climate is atrocious, and the cost of living means we are all wanting to be careful where we spend our hard-earned coins. Like a smile, great customer service is free, and I am more inclined to support the store that offers that in spades. Even if I have to pay a little more, the pleasant experience of being valued is what we crave.
Send a message to learn more
