Success is creating the perfect customer experience every time!
Comments(26) 
Yesterday at work I received a tip off that I may soon be receiving official news that I have finally completed my masters degree. For the past two years I have been studying a Masters of Professional Studies externally which is based on your place of employment, therefore I have been analysing the expansion of Design House.
The Master of Professional Studies is designed to enable professionals to engage in the highest form of authentic learning: to study as they engage in real world, real time activity; and to combine their work and study in ways that lead to benefits for both the individual and the organisation…..
I decided some preliminary celebratory drinks may be in order and hit the town. Everywhere was extremely quiet except the nightclub which was having their Official Opening! We had been informed they had renovated and the music would be suited to people of all ages so we decided to take a look.
The infamous Seven’s nightclub in Hervey Bay has been renamed to Rumaz and has new licensees, local couple Mark and Sarah from the newly formed business Coastal Security Services who have extensive experience in the security industry. I have noticed their new security officers at several venues around town and have been extremely impressed with how polite, professional and helpful they are in comparison to the norm.
I decided to analyse my first ever Rumaz experience, based on my experience and others feedback;
Pro’s:
1. Locks on the ladies toilet doors (first time in about 10 years)
2. Larger dance floor!!!!
3. More seating and comfortable couches
4. Caught up with friends and had a nice chat with Mark & Sarah
5. Alcohol available
Con’s:
1. $10 cover charge ($3 increase)
2. Music was absolutely crap (so bad my friend left within 20mins = loss of sales at the bar)
3. Didn’t get to dance (main reason for attending), as I don’t do drugs I’m not interested in jumping up and down on the spot to thumping music drinking only water
4. Man handled by security officer (waiting for person giving me a lift home, my drink was snatched from my hand, thrown in the bin and my upper arm grabbed and I was pulled off the chair, hhhmmmm inappropriate behaviour at any time to say the least)
Conclusion;
If the music catered for all tastes and if I was given the option to finish or place my drink in the bin I think I would have had “an absolute ball”…… fixing the music issue would also attract larger crowds, if every patron knew they would enjoy their experience, every time, this would in turn create positive word of mouth referral……..more dancing = more drinking = more revenue……..it’s early days yet so let’s hope the perfect clubbing experience is fine tunned for Hervey Bay patrons and our tourists……!!!
If anyone can develop a good reputation for the club and get it pumping, lets hope it will be Mark & Sarah!!!
I might wait for some positive feedback before returning…..
you did not have your drink outside when it was snatched from you. BIG NO NO
I think your being a bit biased when talking about music just because your not into it doesnt mean its crap and as for “not doing drugs” are you implying that everyone who was dancing is on drugs ? If you were waiting for a friend to drive you home were they man handled to or were they coming to pick you up from home ? were you asked to leave did they call last drinks ? did your friends that you “caught up with” have a good time ? i think your doing a good job but all your pros are no longer than 12 words and cons are all a paragraph long something to think about i think.
Hi Adam, No I was sitting inside the nightclub in the new seats across from the toilets. Crikey wouldn’t liquior licensing have a field day if I was outside with a drink….
Hi Jonny, thanks for your comments I’ll try to answer your questions in order…it may seem biased as it is my opinion on my experience…
1. if I’m not into music, it means it’s crap to me, others are free to like it and form their own opinion of it.
2. No I saw many people dancing with a drink.
3. No my friend (off duty security officer too big to man handle) had been inside but must have gone out the front to wait
4. No I wasn’t asked to leave (if you mean thrown out?) Yes last drinks had been called.
5. My friend left due to crap music (her words), I spoke to a few others there and did not talk to them about whether they had a good time we spoke of other things…..
6. I thought my pro’s were clear enough without expansion, I thought my cons would not be understood clearly with out expansion
I went to the new “RUMAS” with the expectation that there was going to be 70s and 80s music…(I read it in the paper as well as being told by a friend)I paid $10 and was very disappointed when i stood around waiting for a good 20 minutes to hear some great tunes and not one song that was played was 70s or 80s. ..I finished my drink and left just after midnight. I wish I had asked for my money back because I certainly didnt have a good time and I will not be going back.
I too heard from someone else that there was meant to be new music, 80′s 90′s etc.
My RUMAZ experience (opening night) was met with mixed emotions, firstly not seeing Sandra & Danielle on the door I knew things were going to be different. Walking into the club it had this freshness about it and straight away I was met by the owner Sarah who was extreamly friendly with having me in her club. It did look different and after walking around I could see some things had changed. As for the music being “something different” as advertised on Sea-FM all week, I found it to be “full on” at times with songs that I did not even know. I have been doing the nite club circuit for over 27yrs and when it comes to music i know what im on about…its seems the club had changed, however not the music, the same with the state of the men’s toilets, they were a disgrace & in need of a major make over, a coat of paint would have done the job & a staff member checking on them hourly, however it was good to see Sarah taking her time out making sure the club looked spick!. It would be nice to Have A VIP GOLD PASS, thanks! Ps. Have they posted you a VIP GOLD PASS yet Jeanette???
well well well its interesting to see that some of these blogs are from people that have been refused entry due to CURFEW (however they think that they should have special right) I DON’T THINK SO.
WELL DONE TO THE NEW OWNERS 
* VIP GOLD PASS ? well i think it is a great idea however the VIP PASS should only be handed out to the people that are at the club every night and not some random 3 times a month person.
* regarding the music when there are 500 people dancing then i think the music is going well.
i go to the club just about every night its open with my friends and we all agree that the music is a lot better and getting better every week i think the club is busier now then when Sandra owned it
TO ALL GUEST AT THE CLUB ITS A NIGHT CLUB FOR CRYING OUT LOUD THERE ARE OVER 5000 PPL IN THE WIDE BAY AREA THAT GO TO IT AND COME BACK AGAIN AND AGAIN AND AGAIN .I GUESS WHAT I’M SAYING IS BOOO TO THE PEOPLE THAT MAKE ASSUMPTIONS ON A 1 / 2 TIME VISIT (WHEN THE CLUB HAD ONLY JUST OPENED)
OH AND JEANETTE YOU HAVE BE QUICK TO MAKE COMMENTS ON THE CLUB…….
1. DID YOU GO AND REQUEST A SONG OR TO FROM THE DJ
2. DID YOU HAVE YOUR DINK ON THE DANCE FLOOR?
3. SO WHAT IF YOU FRIEND QUOTE(“off duty security officer too big to man handle”) UNQUOTE. HE IS JUST LIKE ANYONE ELSE INSIDE OR OUTSIDE OF THE CLUB (I WOULD LIKE TO THINK THE SECURITY THAT WORK AT THE CLUB WOULD HAVE TAKEN HIM OUT IF NEEDED TO. (5 cheers to the security)
NOW TO ARTIE: WELL WHAT A SURPRISE I GO TO A LOT OF THE VENUES IN THE BAY AND I SEEM TO SEE YOU AT THEM BUT THE FUNNY THING IS GUYS ITS NORMALLY OUT THE FRONT MOUTHING OF AT OTHERS.
ANYWAY I COULD GO ON FOR EVER BUT I HAVE BETTER THING TO DO SO (TO THE NEW OWNERS OF THE CLUB WELL DONE KEEP UP THE GOOD WORK ITS GOOD TO SEE THERE IS NO MORE SANDRA IN THE CLUB.
SO I WILL LEAVE YOU FOR NOW WITH A QUOTE I HEARD ON SEVERAL OCCASIONS WHEN I WAS AT THE CLUB…………….(DO YOU KNOW WHO I AM )
HAVE A GREAT WEEK
Hi Nick,
Thank you for your comments please find my response below…
1. I have never been refused entry due to a curfew, I am always there before such time
2. I don’t go to the Club 3 times a month it would be more like 3 times a year
3. The dance floor does not have the capacity to fit 500 people more like 100-150
4. I’m glad you agree the music was crap and have remarked that you have seen a slight improvement
5. Could you please reveal your source where you got the statistics that 5000 people attend the nightclub and show the evidence of their repeat visits?
6. I’ve attended the Club for 15 years since the very first night it opened and have know every owner so I guess that’s more than a couple of visits.
7. I don’t recall if I requested a song
8. No I didn’t have a drink on the dance floor, not sure of the relevance of this question
9. You obviously haven’t read the story correct re the man handling and I’m quite sure the behaviour of security guards taking out patrons is illegal and to openly encourage this sort of behaviour is ridiculous and irresponsible.
10. In reference to Artie who has been a personal friend of mine for several years now and attended numerous social events with me, I have never witnessed this behaviour you are making accusations of.
11. I’m not sure Sandra will appreciate your comments.
12. I also agree, good job to the owners, I even had a few dances when in the Club the other week so there must be a slight improvement in the music from my last visit.
Though I did tell a security officer the girls toilets had run out of toilet paper if he could please let someone know, who directly told me, “He didn’t give a F@#k!” I then informed Mark the owner they were out and straight away he did something about it.
13. In response to your quote “Do you know who I am”,
Yes I do, Daniel Lavender, not sure why you go by an alias ‘Nick’ when making unfounded accusations, this could be perceived by some as perhaps alittle cowardly?
14. Have a great week also….
lol at you all
Im not really sure why security did that to you but if it wasnt for the security no 23 if think he was, my friend would have died from a midical condition, he helped her breath untill the ambos got there. we will never forget him!!!
$10 bucks to get into that, so called “nightclub”
is a joke anyway……..they (nightclub) should pay you $10 for entering…
wow – rumaz claims to be a niteclub! I don’t think so, more like a toilet bowl with germs thinking they should jump up and down like masai warriors ( no disrespect to the masai). After a drop in there last night i could not stop laughing at the poor state of affairs in “Hervey Bay’s Largest Niteclub”. $15 entry fee and you would not even sit on a surface, let alone try to join the dance crowd for fear of being showered in alcohol or vomit. The smell was abhorrant – even though i saw security walking around with mops…consistently – and were the shot glasses ever cleaned!!! Health department were not a home obviously. But if the clientele there were happy then that is all that matters…. not for me..enjoy your day!
Not for me either Michelle
Hmmm maybe alot further if people are outside glassing others with bottles after 3.30am?
http://www.frasercoastchronicle.com.au/story/2010/03/30/teen-hit-in-face-with-glass-bottle/
High security comes with nightlife (Fraser Coast Chronicle)
…..Sergeant Dave Dansie yesterday told a Hervey Bay Liquor Accord meeting that a licensee’s duty of care extended past the walls of their venues.
“Everybody’s got a responsibility,” he said, before adding that security staff could still detain people on the streets.
“And any citizen has the right to intervene to prevent a crime.”
http://www.frasercoastchronicle.com.au/story/2010/04/14/high-security-now-part-of-local-scene/
I really think that people need to get behind Mark and Sarah and their club. they are trying realy hard to set a positive image and also make the comunity safe. If you look at the cronicals website you’ll see an incident from this weekend where a guy was caught in the club with a hunting knife. and straight away they invested in metal detectors and are now scanning all entrants. those metal detectors arn’t cheep and i think that is a ballsy move for them. they have also upgraded all the sound system recently, and this week have installed a new bar. and there is talk of a new dancefloor too. People need to consider that when they baught that club it was aparently in an absolute foul condition and it takes a lot of time and money to make changes. Also, they have signed on as the Major Sponsors for the local football team, which i also believe isevidence that they are realy trying to give something back to the community.
Perhaps next time something happens and is related to the night club we could focuse on the positive things that they try to do instead of the negativs.
I find it very interesting Jeanette that you were at Rumaz Niteclub every second weekend until Sarah the owner asked you to write a new story about Rumaz, you really seemed to be enjoying yourself at the club 12 months on from your original blog. When you refused to write anything possitive about Rumaz Sarah kicked you out and you haven’t been back since. It’s hilarious how you try to make yourself known in our community by getting yourself in photo’s with people of importance. People like you are the reason the infamous Seven Nightclub got it’s name changed to Rumaz, the world would be a much nicer place if people could mind their own business and learn how to stop running others down.
Gosh every second weekend, I’m lucky to go 3 – 4 times a year if that…. and only after severe persuasion from friends. Sorry no enjoyment here in the past 12 months.
Sarah never told me to write a new story, she said she would let me in for Free if I took down my story. I decided ‘Freedom of Speech’ was worth more than $10 and happily paid.
Hmmmmmm kicked out, first I heard of that one.
I’m pretty sure that would be discrimination kicking someone out because they write a blog, but I will get some legal advice on that.
I’m not sure I have that much pull in the community (although I do enjoy my extensive community work) to have the power to make a nightclub change their name … one day perhaps.
‘Where ignorance is our master, there is no possibility of real peace.’ – Dalai Lama
Hi Jeanette Sarah here, I strongly disagree in having to lower myself to your standards by writting on your blog but enough is enough.
You do nothing but run our club down Jeanette, for what reason I’m unsure. You never link any of the positive news articles such as the brand new CCTV cameras we installed or the metal detectors we use to keep patron’s safe.
Also just so you are aware Jeanette a licensed venue reserves the right to both refuse entry or evict any patron with no explaination required.
If you actually care about our community, or have any suggestions on how we can make things safer or better why don’t you
give me a call to arrange a meeting, instead of just offering criticism.
Also it would be nice to see you link the story in the paper next week; regarding the young man with the eye injury returning back to Rumaz last night.
Thanks Sarah 0403881010
Hi Sarah,
Thanks for taking the time to lower your standards.
I personally wouldn’t of.
The only reason I’ve written on here is to clarify the comments.
You are welcome to link any stories from the paper you like on here.
Thanks, but I’m not interested in any meetings or making suggestions, there is already far more than enough on this page.
I’m happy to be apparently “Barred for writing a Blog Story!” ….
Hmm, I’ve noticed a growing trend in the past month or so. Jeanette, have you been down to that new Viper nightclub on the esplanade? I’ve been going to Rumaz a fair bit lately and i have noticed that the amount of people that complain about Rumaz is getting less and less each week and the amount of people that complain about Viper is always growing. Maby this is what Hervey Bay needed, some competition and an alternative for people to compare against.
I have been to Viper 3 times now. First time was on the opening night (wednesday) and there was maby 20 people there (over the whole night) and none of the staff had any clue of what they were doing. the next visit was on the first Saturday that they were open, again only about 80 people over the entire night which was very dissapointing considering it was a new club and i expected everyone would want to go and see it. the 3rd time was this weekend, i got in a bit before midnight, which is usualy peak hour, and again there were only about 50 people. I did notice that the place was already starting to look a bit run down. Paint was pealing off, it was hot inside, it smelt like vomite everywhere and the quality of the clients was sadly deminished. To add to it further, i wasted about 2 hours of my life there and i heard nothing but house music (no hiphop or any othere genre)and it was all very crackly (maby some blown speakers or something). Perhaps some new DJs there wouldn’t go astray cos every idiot knows that if people arnt dancing to try some different music, i think i saw 6 people on the dance floor at one stage but no more than that at any point in time.
I must say, Viper has been a big let down to me and i will from now on always take my business to Rumaz. On p positive note tho, I am very happy with the changes that have been made at Rumas and am extreamly impressed by their move to bring Chingy to Hervey Bay.
Jeanette, please do yourself a favour and go have a look at Viper, im sure you’ll be so disgusted that you will realise that Rumaz isn’t so bad after all.
Oh, and to the skin headed low lifed freak that stands at the door at Viper, Dont you ever ask if you can take me home for the night and then try to grab my ass as i walk past you to go through the doors again! if you read this and you do i will be sure to have you up for assult and will endevour to get Viper shut down.
Regards,
Em.
Hi Em,
I was at the Viper night the Saturday it opened.
I agree with you on the music I was there for 4 hours and danced to about 3 songs. Myself and my friend even spoke to the manager re this several times…
Now if I was at Treasury Casino in Brisbane for 4 hours I am on the dance floor this whole time as they play the top hits from all different era’s and artists plus the top 40.
I found the Viper Club to be meticulously clean, no odour, with excellent and extremely friendly service.
Never the less, if I want a guranteed ‘Good Night Out’ I’ll be sticking to Treasury Casino!
Kind regards
Jeanette
your correct, It was nice and clean and smelt of fresh paint when Viper first opened, but it seams to be that they have let their cleaning slip since. It was not only the smell of spew that put me off but also body odoure. I think since they have ‘relaxed’ their dress code down there, they have also become more relaxed about the people they let in. Its such a shame, i was realy looking forward to seeing more venues come into the bay. I have an idea that will satisfy people such as yourself Jeanette and i am going to write it down on paper and hand it to a few venues and see who uses it first. there are a couple of venues that are suitable, they just need to have the idea seeded and maby a foot put up the ass of management to get the ball rolling
Em.
I have heard that Rumaz is up for sale now? Is this true?
Rumaz will NEVER be up for sale!!!! The current owners and staff are only interested in investing time and money into the nightclub to make it a better place for people to come and enjoy themselves. The club has come a long way from what it was previous to Rumaz and i can ensure you that there are some massive plans in place for the future.