Originally Posted by Flora_McDonald:
“Richard's penny pinching wouldn't have resulted in negative feedback. Kids like burgers, and most parents would prefer to offer their kids a barbecue than a sugar-laden afternoon tea so that was a sound strategy for attracting repeat business. You don't need to throw money at kids to enable them to have a good time, and creative people need to be reined in, otherwise they'll overstretch both money and time.
I like Richard. He and Brett are the two I would employ if I wanted a job done, and I'd be happy to work under either of them. They are prepared to get their hands dirty, yet can also manage people and delegate. I enjoy working in any capacity with confident, positive, hard-working, decisive, goal-orientated, self-motivated people with good communication/inter-personal skills, and a smart, clever approach to tasks. There's nothing wrong with someone having a bit of self-confidence and looking smug when they put their butt on the line and it paid off.”
I agree with some of what you are saying such as that you don't have to throw money about to make a party a success. But in this case the penny pinching led to much of the dissatisfaction. The food seemed a bit shonky and not that well received (although this was only hinted at, I admit). It certainly took a long time and this was mentioned as something that annoyed the parents. The cake was a joke and would certainly have been seen as a poor effort. Also, Richard's refusal to get the sparkly stuff for the gift bags showed penny pinching, arrogance, and dishonesty. While it may not have made a difference getting those things may have led to the woman being happier to at least take the bags, if not necessarily buy them.
All these things (and there were some others) directly would have led to the parents being less happy with the service. In the task this would mean affecting the refund, but more importantly in the real world would have led to no positive review / word of mouth. I am not saying all the negative feedback would be down to him but a good deal of it would be. But hey he squeezed a slightly better margin from some burgers and cake so Sugar is fine and dandy with that. That's how you build your reputation it would seem. Short term gains with a whiff of conman.
I am not sure I would go along with your description of Richard but it's all subjective anyway so fair enough. You like him and rate him and to be fair you are not alone in that, whatever I may be saying. The smugness and arrogance though is, in my opinion, always a negative trait. It doesn't matter if you did a good job, people who act like that make enemies and lose perspective. A bit of grace in victory is priceless in business or any other field.