Going above and beyond – the best example of customer service in Jersey?

A first-time visitor to the Island was recently left disappointed when they were told that they were unable to take three jars of local chutney through Airport security because they were classed as liquids.

However, a young security officer went above and beyond to try and find a way to help the holidaymaker – known only as Bill S – and his wife to get the jars home.

When he was unsuccessful, the Airport official asked for the visitor’s home address and promised to ‘see what he would do’.

Not expecting to hear any more about the chutney, which he had bought from Genuine Jersey trader The Chilli Kitchen at the Boat Show earlier this month, Bill was shocked when, a few days later, all three jars turned up in the post.

In a letter to Lesley and John Garton, who run the local business, the thrilled visitor wrote: ‘This was service above and beyond the norm and his actions and your magnificent chutney have ensured the first visit to Jersey by my wife and I exceeded all of our expectations.’

The visitor's letter, published on The Chilli Kitchen Facebook page

Speaking to the JEP, Mrs Garton said: ‘It was such a lovely thing to happen. It would have been such a shame for the customer to lose their jars.

‘We always tell people that our products are liquids, but these visitors obviously forgot.

‘We warn people, and if they haven’t got hand luggage then we don’t sell to them – it’s just one of those things.

‘When customers come to see us they go through the process of tasting products and choosing which they like best so, naturally, after all of that this person was obviously desperate not to lose their jars.’

Mrs Garton added: ‘I have never come across something like this before, especially at the Airport, where you assume people are a bit straight-faced.

‘It’s great to see that the staff there are in fact better than human – and that they are not getting into trouble for it. It’s wonderful’

Explaining in his letter what had happened on Liberation Day – the day the couple were travelling home – Bill said: ‘When we arrived at the Airport I had completely forgotten the chutney was in my hand luggage with the other presents we had bought (I never even thought of them as liquid).

‘True to form, we were stopped and advised that the three jars I had would be binned – horror, what a waste, I couldn’t even give them to someone as a present at the Airport.

‘Step forward a young security officer. He tried the duty free shop to see if they stocked your product, which would have allowed him to swap theirs for ours.

‘Alas it was not to be, so I resigned myself to having to merely describe the wonderful taste of your chutney to my son.

‘However, not to be thwarted the young lad asked for our name and address, which we gave him and he said he would ‘see what he could do’.

‘Imagine my delight yesterday when the postman delivered three jars of Chilli Kitchen chutney, sent by the young lad.’

Helen Attenborough: ‘Nice to know there are still some good people in the world. Well done that lad.’

William Sturgeon: A true Saint. It’s so refreshing to see someone actually care and want to help. Seems the whole Island work well together. Hats off to him. Also hats off to the Chilli Kitchen for your amazing chutney!’

WHEN Lesley Garton started making apple jelly to use up produce from her garden, she could never have envisaged that within a few years she would be running a successful business.

But that’s exactly what she is now doing.

Her successful brand, The Chilli Kitchen, is endorsed by Genuine Jersey and now includes a range of 35 chutneys, jams and cordials.

The former Jersey College for Girls student, who is married to John and has two daughters, Lucy and Beth, said that her main advice to anyone considering starting their own business was: do not be driven by money.

‘Go into it for the right reasons, because if you’re interested in it and are passionate about it, you’ll enjoy doing it,’ said Jersey-born Lesley.

‘Never do it just to make money. Follow something you love – don’t just follow the money.’

So how did she come to be running her own business?

‘My first job after school was at the hospital pharmacy, then I did bits and pieces before working in the Social Security Department,’ she recalled.

‘I stopped working to have my kids and then didn’t do anything for a long time.

‘But when the kids were getting older, I started making apple jellies because we have our own apple trees and I don’t like apple pie so I was looking for something savoury to make.

‘I started giving some away as gifts, and it snowballed from there, really.

‘In January 2008 I went on a preserving course at River Cottage, more out of interest than anything else.

‘But then I heard about the Jersey farm and crafts markets and realised that there could be a bit of money in it.

‘I thought I could turn it into a business rather than a hobby.’

Lesley initially started working with someone else, but then decided to go it alone and set up The Chilli Kitchen in 2009.

‘The range was already up to around 20, but I realised I wanted to specialise in the chilli route because the feedback from the markets showed that a lot of my customers were interested in that. It was very much customer-led,’ she explained.

Lesley said that she keeps her costs low and her workload varies at different times of the year depending on what’s in season.

She does all the cooking herself, but John helps with the figures and other tasks.

She works with numerous local suppliers – including many of her neighbours – and now has 35 products in the range, which she sells at local markets and events and which are also stocked in a number of Island stores and eateries.

‘Working for yourself, you tend always to be working, but you have to enjoy the pleasures of it as well, such as the flexibility it offers,’ she said. ‘It sometimes gets stressful, but mostly it’s a pleasure, especially meeting lots of nice people.’

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