Redfern Convenience Store owner Hazem Sedda has built a massive 15,000 person fan base through his incredible customer service, range of hard-to-find food and drinks, and his passion for people.
Redfern Convenience Store on Instagram:
https://www.instagram.com/redfern_convenience_store/
Verbatim from the transcripts — each quote links to the moment.
“It gives an option, an opportunity for the people that when they don't live in Redfern to actually see the life in Redfern and be like, they feel like when they see the Instagram and they see who's the customer of the day, they actually feel like they are in the store.”
“So why would I choose the angry face, you know? So, so always treat them with the nicest way possible, smiling to them.”
“They reckon in 20 years this is the future food. That's gonna be the food for the people because it's really cheap to grow the crickets compared to growing a cow.”
“This store never closed since day one opened.”
“So it's just to, to keep us number one of Cheetos.”
What's the key to building customer loyalty in a service business?
Always greet and treat customers with a smile and patience, even when they're having a bad day, so they leave happier and keep returning; anger drives customers away permanently.
How should a shop owner handle customers caught shoplifting?
Use cameras and trained staff to catch theft; ask the person to return the item. If they're apologetic and genuinely in need (e.g., a hungry homeless person), consider giving it to them for free; if they become aggressive, simply take the item back and ask them to leave rather than involving police.
How can a small retail business compete with big supermarkets moving into the area?
Differentiate your product range from what supermarkets offer, stock unique international items customers can't get elsewhere, and treat customers so well they keep coming back even if they also shop at the supermarket.
Hazem's father opened the store after moving to Australia alone in 2000; Hazem joined in 2003 and by 2005 convinced his father to retire so he could take over and modernize the business.
Hazem recounts a boy from North Sydney calling ahead to visit for his birthday; Hazem secretly bought a cake, set up candles and music, and surprised the delighted child in-store, who then became Customer of the Day.
Hazem describes sourcing edible insect lollies (crickets, worms, scorpions) from places like Mexico, trying them himself after customer dares, and the product becoming a huge seasonal seller, especially at Christmas.
After being the exclusive Sydney seller of imported Cheetos at $9.95, Hazem dropped the price to $6.95 once other distributors entered the market, upsetting competitors who couldn't match the price and were left with unsold, out-of-date stock.
Drawn from the episode transcripts.
Owner Hazem Sedda built the store's reputation through heavy customer-focused service, importing hard-to-find international products, and a viral Instagram "Customer of the Day" series; radio host Ben Fordham has repeatedly publicized it as the world's best convenience store.
From episode 462→It's an Instagram series where Hazem photographs and shares the stories of customers rather than products, selecting people based on a genuine story or a beautiful smile rather than money, which has made being featured a sought-after experience for visitors from across Australia and overseas.
From episode 462→He deals directly with manufacturers or distributors overseas, commits to buying large quantities (e.g., full shipping containers of about 7,000 cans), pays in advance, and collects the shipment from the port, which is why his store is one of the only Sydney stockists of LaCroix.
From episode 462→Every episode featuring Hazem Sedda on The Daily Talk Show.
