Welcome to the November Retail issue of NorthBay biz magazine. Included this month is a special report on Technology and Innovation. Please enjoy all the insightful stories, special features and columns in the area’s only locally owned, formerly glossy business publication—NorthBay biz.Joni and I just returned from a fabulous, too-short, 16-day trip to Europe. It began in Paris and included stays in the Burgundy and Champagne regions of France. We flew home from Amsterdam after stops in Brussels and Brugge, Belgium.
At this early juncture, I’m sure you’re already wondering where this column’s going: Who cares where this guy went on vacation? And I admit, in the 14 years I’ve been writing this column, never before have I been so topic-bereft as to have to stoop to writing a vacation vignette. But please bear with me. I do have a point—and it’s a big one— regarding the tourism industry, an industry that’s a major economic driver in the North Bay.
Before we left on our trip, we contacted Korinne Munson, director of communications at Moet Hennessy USA, about arranging a tour for us at one of the Champagne houses she represents. Several years ago, Korinne had written multiple wine-related articles for the magazine before moving up in the wine world and relocating to New York. With much grace and charm, she arranged a private tour at Veuve Clicquot.
Not long into our trip, we were driving from Beaune (a small town in the Burgundy region) to Reims (in the Champagne region) with my brother Ken, and his wife, Sue, when Joni’s phone rang. It was a representative from Veuve Clicquot calling to inquire if we still planned to honor our reservation for the private tour. Joni, of course, replied, “Most definitely. We’re really looking forward to it.” The lady then replied, “Well, it was for 10:30 this morning and it’s now noon.” It seems, in all the travel hassle, we thought our appointment was for the following day—and we were 100 kilometers away. Without a touch of annoyance or a hint of “stupid tourist” in her voice, she reset the tour for 3 p.m. that same afternoon.
The four of us arrived, on time, and promptly signed in at the front desk for our tour of a truly impressive French Champagne house. However, instead of the private tour we’d expected, we were put into a group of 25 other hapless tourists and paid the fee for the tour. I have to admit, I thought our tour would probably be “comped,” but since we missed our assigned time, we all thought it was our fault for being late. The tour was spectacular. The Champagne excellent. The caves under the visitors’ center and tasting room were vast—stretching some 25 kilometers under the city and housing almost the entire population of Reims during the first World War as the city was shelled for more than 1,000 days in a row.
Later, we were back in our hotel relaxing before dinner when Joni’s phone rang again. It was another lady from Veuve Clicquot, who began apologizing profusely about our inclusion in the general tour and not honoring the private tour arrangement. No matter how much we said the mix-up was our fault, she insisted on making things right. She asked where we were staying and said she’d be right over with something special for us. This was after 5 p.m; the tasting room had been closed for more than an hour. Fifteen minutes later, she arrived with two bottles of Champagne and an impressive book on the history of Veuve Clicquot.
Still not satisfied they’d done enough, she suggested we return the next day for a private tour of a Grande Dame vineyard that was in the midst of harvest. She explained they never do this for tourists because the press facility is a frenetic place with workers scurrying in every direction, but for us, she wanted to make an exception. The next day, we were taken by private coach to the press facility and, after donning safety gear, were allowed in the center of the controlled chaos. The afternoon was capped off by tasting the first press juice and a return to the tasting room to share a bottle of 2004 La Grande Dame Champagne (retail price $145). The final assault on our senses was their insistence on refunding the tasting fee we’d paid the day before.
The moral: What the world-class employees at Veuve Clicquot did for us to ensure we were pleased obviously went beyond any even far-fetched expectations, and it made a simple tasting experience a lifetime memory.
Here in the North Bay, we also live in a world-class wine destination. I’m confident the wineries here deliver the same service to the millions of tourists who visit—and, in doing so, make their experience a lifelong memory too.
That’s it for now. Enjoy this month’s magazine.
