Seaview Tavern NSW

Case Study

The (music) keys to enviable Customer Service – keeping clients happy and for a long time.

Many businesses seem to attract the customer service spotlight when a complaint is beamed at them.

Customers want fast attention; clients demand immediate action and patience is not a consumer buzz word.

According to recent research into the state of customer service in 2019 and beyond by marketing and sales software company, HubSpot, customers have higher expectations, are better informed and are more likely to complain.

If you’re a start-up, you have some breathing room with in-house marketing the mouthpiece for the product or business.

For established businesses and scale-ups, customers are your voice.

If that’s the case we want to give The Seaview Tavern in the picturesque township of Woolgoolga in the mid-north coast of NSW, 20 minutes north of Coffs Harbour, a megaphone.

Seaview Tavern has been a loyal Nightlife client for 30 years and was one of the very first.

Manager Mark Mihai has been with the Seaview Tavern since 1989, the same year Nightlife launched and the same year he installed the music provider – a groundbreaking video jukebox – in his venue.

“I remember when I first saw it at an expo or something and I couldn’t believe how good it was,” he said.

“We still run Nightlife 24/7 in the hotel today, and it’s still just as good.”

“Back in the early days, our customers were caravan park people, a lot of young people and all the local mill workers.”

“Now with the timber industry gone, the local industry is blueberries, so the clientele is fruit pickers, backpackers, international tourists and of course the locals. And we are still just as busy.”

Mark has seen the Seaview Tavern undergo renovations, upgrades, and changes over the past three decades including to Nightlife technology.

“I love it,” he said.

“We use the random number system, bingo, and the music is perfect,” he said.

“We have two systems and we use them every day and on Friday and Saturday in between and after our live acts to keep everyone dancing and staying for another round.”

Mark says the product is important but these days there needs to be more.

“Nightlife’s customer service is fantastic.”

“We are always being taught how to use any new features, nothing is a problem and if there’s any issues or questions you can always talk to someone.”

“Just recently one of our old systems died and instead of it being replaced we got an upgrade. No doubt as a reward for our loyalty but also because we are valued as well.”

“Not much in that respect has changed since 1989, except I’ve got more grey hair.”

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