La Provence: A Haven for Tourists

By RINA STEYN

Go Sustainable Tourism (GST) is a management method for entrepreneurs in the tourism stay industry interested in managing their businesses sustainably. The GST management method consists of four equitable legs:

1. Conservation: Ethical utilisation of local resources to retain natural and cultural biodiversity.

2. Community: Involvement of locals in management and employment.

3. Customer: Guidelines for the visitor target market.

4. Company: Profitability of the business.

La Provence is one of the flagship certified members of GST. To become a certified member, a tourism stay company has to satisfy 20 criteria pertaining to the four equitable legs. In this article, I will focus on why La Provence satisfies the criteria surrounding the Customer leg of the method—how do customers experience their stay at La Provence and what makes them return again and again? There are many local and overseas couples and families falling into this category, but today I will use one couple as an example.

Waldrun and Frieder Butscher

Carin van Rensburg, owner of La Provence Vineyards, told me the following story about the German couple Waldrun and Frieder Butscher:

They turned into the entrance of La Provence Vineyards by chance 26 years ago, seeking accommodation. That was the beginning of a long relationship with them. They stayed with us for five days in January 1998 before they went to Jeffreys Bay, where they stayed for two and a half months. There, they established a crèche for the local kids, appointed teachers, and ensured that everything went well. This became a pilgrimage: for 25 years, they maintained and financially supported the crèche. The yearly pilgrimage started with a five-day stay with us at La Provence, then on to Jeffreys Bay, and ending with a week or 10-day stay with us. During their stays, they played tennis with my mother, Brieta, and myself, ending this hot activity by having a lovely swim in the natural farm dam. As time went by, they bought a Volkswagen Tiguan, which Johan stored for them to use when going to Jeffreys Bay every year. Their daughter, Enis, and the children, Jaro and Marleine, have also been here a couple of times. We actually met the whole family.

This year (2024), with Frieder’s 90th birthday and Waldrun’s health not being 100% anymore, although a few years younger than Frieder, they decided that this would be the last time. It was a very sad day when they had to say goodbye, but we are thankful for the wonderful time that we could share with them. They are special guests who became friends.

Waldren and Carin relaxing in a shady spot in the garden

Waldren and Frieder at a fish restaurant in Jeffreys Bay. They still support the créche financially and online

I asked the Butschers via email to write short comments about their feelings regarding the following points pertaining to the Customer leg of the method:

1. The owners’ full-time involvement with you as guests.

   • Answer: We are fully content with the owners’ full-time involvement with us as guests and any of our wants, needs, and problems.

2. Their personal attention to your needs.

   • Answer: They always took care of us. On one special occasion, Johan chased a little mouse that had been around the cottage, as I was scared of mice. :-)

3. Safety during your visit.

   • Answer: We always felt very safe at La Provence. The dogs barked at any unusual noises and protected the property and the guests.

4. Customer-centered service and activities through interaction.

   • Answer: The staff interacted regularly and politely with us. Customer-centered service was provided at all times. Even the property owners were very caring, e.g., they took us for a sundowner to Table Mountain, played tennis with us for many years, and invited us for breakfasts, concerts, musicals, and theater shows. Every year they offered us a minimum of two highlights or surprises. We were very thankful for that.

5. Opportunities for appreciation of the local community and culture.

   • Answer: The owners went to locally organized concerts with us, as well as to the church, the market, the cinema, etc.

6. What, especially, made you come back to La Provence for so many years?

   • Answer: It was the lovely and personal friendship between us and them; we belong to the family and were invited to all the parties and family festivities. We saw their children growing up, especially Rouxanne, who was 2 years old when we first came to SA and La Provence. We also love the surroundings, the natural pool with spring water, and the apartment No. 1 we always wanted and received, close to the pool. Also, going out to other restaurants for a meal was very easy and close, and they showed us a lot of nice places to go to.

It seems that it is all in the details that make customers come back again and again. Carin and Johan understand and love the art of being hosts to a T. That is what makes La Provence a haven for tourists.