It is rare that a troubleshooter can be present to watch the slow deterioration of a business; especially when she is ‘off duty’.
A particular supermarket began with a virtual ground swell. Although one of four in walking distance, it seemed to capture the customers.
My interest piqued, I began to patronise to see what they did ‘right’.
I noted the plethora of bag boys who would help the customer by pushing a cart, escorting them to their car or, if they lived near, up the road.
I noted the friendly nature of the staff, how they tried to be helpful.
The prices were good, the selection was good, there was no reason to go across the road to the ‘Dark Side’ as everything was here.
Then, it changed.