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its hotel and restaurant clients who

interact directly withMondo Di Carne’s

key operational staff. This enables

clear and direct communication

between customers and the company,

making it possible to understand the

client’s requirements and fulfil them

in an appropriate manner.

In its effort to maintain direct

communication with its clients,

Mondo Di Carne does not employ

sales representatives. This system

has been working very well and

customers appreciate that company

staff is available to understand and

fulfil their requirements.

Robert Garreffa, who is a director of

Mondo Di Carne and has a one-third

ownership stake in the company,

describes the approach taken to

address the needs of wholesale and

retail customers, “We provide a level

of service that customers will not find

elsewhere and we also endeavour

to educate our clients on what our

capabilities are and how best to utilise

those capabilities for themselves as

well.

“We try and educate our clients on

how we operate and how they can best

help themselves with the way they

order and with the way they approach

us and the information they give us

when they are ordering to ensure that

we get it right for them first time and

every time. And I think that is reflected

in our error rates which are below 1%

now on our order fulfilment side.

“In the retail side of the business we

implemented a lot of IT infrastructure

and automated our till system, which

enables us to serve our clients

faster. Christmas is a big part of our

retail store and we service about

3,000 customers at that time. We

have automated that process and

implemented online ordering. This is

integrated with the back-end of the

business so that it all goes into one

system.

“We have also introduced payment

gateway processing to minimise the

impact on our office staff. The system

enables customers to actually process

their own orders so that they can see

that they have got it right. At the end

of the ordering process the customer

receives an email notification of their

order.”

Mondo Di Carne’s wholesale

operation is very efficiently run by a

teamof highly skilled and trained staff.

The company has put in great effort

develop the skills of its employees and