The picture you see below is what I ordered at FlapJacks TechnoHub, a mouth-watering Banana Split Crepe.  Was this my first choice? No it wasn’t.  I wanted to eat their version of the Mango Crepe topped with caramel sauce.  So, what changed my mind? Great customer service did.

Drin, a server at FlapJacks went above and beyond his call of duty and informed me that the mangoes were sour.  He waited for me to decide whether I would cancel or keep my order.  Obviously I decided to change my order (though a bit disappointed).  My friend said, “Wow! It’s good that they told you.  Normally they wouldn’t.”

As small this may seem to other people, it is actually a big deal.  Would you be satisfied at all if what you expected to be sweet turned out to be sour? I don’t think so.  This proves that Drin CARED about my customer experience in the restaurant.  He knew he was going to have a disappointed customer if he still served the mango crepe.  Kudos to the kitchen too, for informing Drin.

This is what impressed me.  It was team work.  The kitchen personnel took accountability and informed Drin.  He took responsibility and faced the customer (me) regardless of the outcome.  They had one goal — customer satisfaction.

Now, it’s time to start counting.  Let’s see how many times a server (or even the cook or chef) would inform you that the food you’re going to get is below your expected standards.