Over the years we have employed a number of people who have faced various barriers to employment. They have all been excellent additions to the team, bringing a commitment and spirit to their roles that has been a joy to be part of and has added value to this business.
Interestingly, if I was to add up all of the mistakes we make such as breakages, mislabelling or incorrect orders going out.. the lions share of the mistakes have been made by me.
I made another one last week.
I sent Colin, one of our regular customers the wrong Chardonnay. We had run a special on a lovely Yarra Valley Chardy that sold out virtually overnight. I had been putting so many of those orders together that I completely missed that Colin had ordered our Adelaide Hills Chardonnay and not the one from the Yarra Valley. By the time I realised my mistake the Yarra wine had left the warehouse, and so I had no other course of action but to send him the Adelaide Hills wine as well.
Both wines arrived on Colin's doorstep at the same time and so a little confused, he emailed me, offering to pay for the extra wine. That's a pretty generous offer considering it was my mistake, don't you think?
The thing is, I don't believe anyone should have to pay for my mistakes, and so I insisted that Colin keep the extra wine and share it with his friends.
These errors don't happen very often, but they do occur enough for a clear pattern to have emerged, and quite frankly I love it. Like almost every other customer who has been on the other end of one of our mistakes, I would very much like to share with you what Colin did next..
Footnote from me: I often find myself overwhelmed by the warmth and generosity of our customers. I would be totally surprised if there was any other business that could boast such a large group of consistently decent people. Thank you for making this job a joy. You are all completely awesome! Cheers. David