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Last week, I wrote a paragraph or two about customer service in our city.
It was written to fill space on the page, and the space didn’t eventuate.
So, the small article was been deleted but I remain seriously concerned about the lack of customer care - in some businesses - in our city.
The customer is everything. It doesn’t matter how good a business is at other aspects if customer service is poor.
I finished the deleted article with the following: ‘The best customer service I enjoyed this week was at Higgins Bakery’.
Higgins Bakery is Shepparton’s oldest bakery and has been around for as long as I remember.
I knew that Matt Higgins was the third generation of Higgins bakers – so I picked up the phone.
Now, Matt works 10 – 12-hour days.
However, in the mornings, after he has done his deliveries, he makes dough.
There is some flexibility, not much but some, around the dough making, and I took advantage of it.I arrived at the bakery at 10.30am, as we had agreed.
The shop was busy and four ladies were working behind the counter.
Matt and I sat in our little corner, to chat.
Young Will, is 9 years old, and he came to say ‘hello’.
Will is Matt and Sally’s youngest child, following on from Milly, 12 and Jack, 15.
Nice people raise nice children (if their luck holds) and Will is proof of that.
I asked him if he could remember any photos of the family that we could publish in the newspaper.
He thought for a minute and then said, ‘There is one of me with Jack’.
His father said they would find something.
Will said ‘goodbye’ and left us.
Higgins history
Ron and Edna Higgins started the bakery in 1947.
Ron baked excellent bread and his wholesale business supplied a wide area, eventually including Cobram, Tocumwal, Euroa, Beechworth and more.
He worked from premises in New Dookie Rd, currently occupied by Elders.
The retail store was near GMCU in Fryers St, on the eastern side of the walkway through to the Edward Street car park.
The double - storey building offered space for the family to live upstairs.
In 1967, my husband and I had bought a mixed business in Lockwood Rd.
My Mum was with us, as Dad had passed away in 1966.
I wanted to contribute to the family income, without leaving our two little boys.
Maurie Higgins delivered pies, pasties and cakes every day – always adding a few to the order if it looked like rain.
(A rainy day is a pie-eating day, but don’t ask me why.)
Maurie and I had been to school together, so he was certainly no stranger.
The shop was very busy, and we had a lady to help until after lunch and my mother worked hard; indeed, we all did.
The point is, our customers loved Higgins products, and we delivered them for morning teas, lunches and afternoon teas to the surrounding businesses.
The other fact, which should be noted, is that I put on some weight.
It wasn’t only the pies; it was the ever-present temptation of the cakes.
We sold the business when the third son came along.
In 1972, Home Pride purchased Ron’s bread business and according to the contract - Higgins Bakery could not bake bread for 20 years.
However, there were other products and the business survived; in my opinion, that was because Higgins Pies were, and still are, the best pies in Shepp.
Ron retired in 1972, having put 25 years into the family business.
His daughter Gwenda and her husband, Ken Ormston, had been assisting Ron for several years and decided to open a bakery in Cootamundra – followed by one in Bateman’s Bay.
Ron’s son Maurie, who had completed his apprenticeship, took over the bakery with wife Margaret.
Maurie played football with Shepp; he wasn’t yet in the senior team when he ‘participated’ in a car accident and broke his neck.
His doctors did not see football as a part of his future.
Matt told me that one of Maurie’s best mates was the late Des Brisbane.
In the early eighties, Maurie and Margaret relocated the retail shop to Wyndham St (next door to Renato’s Florist but a little before it; I’m thinking Renato’s opened in 1987?)
Many of you will remember Maurie.
He was respected, well known and well liked.
He continued to work at the bakery, unaware of a lurking illness.
He passed away in 2004, at just 61 years.
Margaret managed for a couple of years until Matt and Sally took over in 2006.
As a result, Matt and Sally had 14 years under their belts, before TCY (The Covid Years).
Their wholesale business ceased immediately.
However, as they were allowed to open, the retail remained strong.
Rather than have a small shop packed to the rafters, they turned their display cabinets to face the window – to allow customers to select their preferences, and the staff went outside to take orders.
The customers queued up along the footpath.
Matt says it became a social gathering; I imagine people were glad to have the opportunity to speak with others.
And there was laughter, which was rare at that time.
As Matt was explaining this, I was thinking ‘well done’.
The future?
Higgins Bakery has been a substantial presence in Shepparton for 78 years - because their products are reliably wonderful and the customer service outstanding.
Matt employs five pastry cooks and a pâtisserie chef, and I can assure you that they know what they’re about.
The future seems secure to a point.
Young Jack has not indicated he sees baking in his future - in fact, the reverse.
But, there are still two more, Milly and Will.
So, who knows?
Matt and Sally certainly don’t, and I’ve lost my crystal ball somewhere.
However, you’ve got plenty of time.
Matt is still young (by my standards).
I strongly recommend, if you haven’t visited Higgins Bakery, tomorrow would be a good time.
I first discovered Higgins Pies, at the footy at Deakin Reserve , I think around 1948.
I enjoyed my most recent pie, yesterday.
And don’t overlook the cakes.
I thoroughly enjoyed talking to Matt; I thank him for his patience in answering my many questions and my constant request for photos.
Will stole my heart!
A NEW CHALLENGE FOR OUR CHAMPIONS
Shepparton’s Brass and Wind Band is the Australian champion.
Because of this, I imagine, the Band has been lifted from C-grade to B-grade.
The band members are pleased, of course, and doubtless, they’ll rise to the new challenge.
Just right now, they are preparing for the State Championship which is held in Bendigo, next month.
I wish them well as, I’m sure, you do as well.
Blow them away, guys!
A COUPLE OF NOTES
As I write, Jake Watts is about to play his first VFL game with Collingwood.
(Saturday, July 5)
My family wishes him well and hope this is the beginning of a footy career he richly deserves.
Show them how it’s done in Shepp, Wattsy!
Thank you to our Council for the long-needed Hard Rubbish collection plans.
This is not only a blessing for seniors, but for all households trying to hide a broken down something.
I understand it is 12 months away but, with time flashing by, we will have tidy backyards quite soon.
Good decision, guys!
Town Talk is ‘booked out’ for the next couple of weeks, but it occurs to me, that it’s a long time since I asked you what, or who, you would like to read about?
Please let me know if you’ve been waiting for a story that hasn’t appeared.
That’s all for now.
Please take care of yourselves and find something to laugh about.
(My husband is taking care of laughter in this house, sometimes inadvertently.)
May it be easy, my friends
Marnie
Email: towntalk@sheppnews.com.au
Letters: Town Talk, The News. P.O. Box 204. Shepparton 3632.
Phone: text or call 0409 317 187
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