Sylvie Marchand shares her story with us since the opening of her tea room Le Parloir, located on plateau Mount-Royal. It’ll soon be three years since it opened its doors, and it’s thanks to her satisfied customers that her adventure continues.
Sylvie Marchand, owner of Le Parloir tea room
Describe a situation where customer feedback was of the upmost importance
Many clients were asking me "Do you have the Earl Gray Cream tea?" I had mostly traditional teas when I started off, classics, as that is what I prefer and I had several clients who talked to me about this sweeter flavour of the traditional Earl Gray. So I bought it, and now I have it for our customers and they’re delighted. We also added the Genmaicha, which I did not know about, after the suggestion from a customer. As I am rather traditional in my taste in teas, having feedback from my customers helps me serve them better.
"As I am rather traditional in my taste in teas, having feedback from my customers helps me serve them better."
How important is your clients’ input?
Customers represent my paycheck! [Laughs] But it's true, customer feedback and interactions with them are extremely important. One customer even sent me a Christmas card, saying "Thank you for existing, I am a satisfied customer". I get positive reviews 90% of the time. I have a really nice clientele, a local clientele, for lunch, desserts. I even have customers who come from far away to experience English tea time. I've had some from the United States, Toronto, Ottawa, and also a wide variety of ages, between the ages of 12 and 92!
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By
Camille Ngovandan
