Fo­cus on cus­tomers

Matamata Chronicle - - Your Paper, Your Place - REXINE HAWES

Be­ing nom­i­nated in the Mata­mata-Pi­ako Busi­ness Awards isn’t new to Mata­mata New World.

Mata­mata New World own­ers Matthew and Sheree Hart have been in charge of the busi­ness for just un­der four years.

In 2013 and 2014 the busi­ness was among the fi­nal­ists for the Busi­ness Ex­cel­lence Awards.

But be­ing a fi­nal­ist for the Gull Cus­tomer Ser­vice award is still just as ex­cit­ing, they say.

‘‘It would be very ex­cit­ing to win it,’’ says Sheree.

Matthew says the su­per­mar­ket has ’’re­ally great folk’’ work­ing for the busi­ness.

He says con­sis­tent train­ing and com­mu­ni­ca­tion is what makes the su­per­mar­ket’s cus­tomer ser­vice so great.

He says so­cial me­dia is a great plat­form and an easy way to show feed­back from cus­tomers.

It gives staff the op­por­tu­nity to feel en­cour­aged by pos­i­tive com­ments, and to of­fer in­cen­tives on ar­eas to work on.

Sheree adds that be­ing part of a small com­mu­nity also means the busi­ness re­ceives com­pli­ments or com­ments through word of mouth.

New World stores also run a cus­tomer radar sys­tem, where at the check out, cus­tomers who spend over a cer­tain amount re­ceive a docket invit­ing them to com­ment on the store via text or email, which Matthew is able to see straight away.

‘‘We know we are do­ing a good job, when we are ranked re­ally highly among other New World su­per­mar­kets. There are just over 100 New World su­per­mar­kets in the North Is­land and we are con­sis­tently in the top 15 stores for cus­tomer com­ments.’’

In June for a few days they were ranked num­ber one on the cus­tomer radar, which is a mov­ing tar­get. ‘‘It was very ex­cit­ing for us,’’ says Sheree. ‘‘At the end of the day, we are here to serve the com­mu­nity, so if our cus­tomers are re­ally happy with our ser­vice, then we are do­ing a good job.’’

Vot­ing has now closed and the awards will be pre­sented at the Mata­mata-Pi­ako Dis­trict Coun­cil’s Busi­ness Night Out on Thurs­day, Septem­ber 1, at the Mata­mata Memo­rial Cen­tre. If you wish to pur­chase tick­ets for an en­ter­tain­ing busi­ness event, fea­tur­ing key­note speaker Theresa Gat­tung – for­mer CEO of Tele­com and Co-founder of My Food Bag, visit

Mata­mata New World own­ers Matthew and Sheree Hart. Their busi­ness has been nom­i­nated for the busi­ness awards.

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