Yesterday I went in to a bakery to purchase a cake. Upon entering the bakery there is a counter on your right to order sandwich's, salads, coffee etc. and another counter next to a case of cakes, cookies and other baked items. The bakery was extremely busy and there was no organization and it was not clear who was in line or even if there was a line. I proceeded to the case with the cakes as I wasn't ordering lunch and this seemed to be the thing to do. I stood there and stood there, employees walking past me and looking at me but not saying a word. Finally, after an uncomfortable amount of time an employee came over to get something out of the case and she informed me that there was one line and that was over there. As I turned to see where she was pointing, I can assure you there wasn't a line. Ok, I'll play the game. I wedged myself in between two people that seemed to be in the line and proceeded to finally make my way to the lunch counter. I ordered the cake and the employee then directed me to go over to the other counter where I had already been to complete my order. Ok, I followed her direction and went to the exact place I had been standing some 20 minutes earlier. Now, I don't like to equate the price of things to the service received but lets face it as humans we do this. If we stay at the Ritz Carlton we expect better service than the Holiday Inn. This cake was not cheap. I knew it would be good so I endured the poor service to get it. I paid for my cake and this is the kicker, I usually say thank you before the person that I just purchased something from does and I am often told I should not do that. Wait to see what they say. So this time my manners were put on hold because I was annoyed. The employee handed me the cake and did not say a word. Not thank you for your business, I hope you enjoy your cake,please come back and see us again, NOTHING.
Interestingly enough the day before, the bakery was closed, unusual for them, for an employee summer party. So, you would think they would be feeling good about where they work and maybe go above and beyond? Or is the owner as dispassionate about good service and therefore it trickles down? Maybe because they are busy they are resting on their laurels? Not sure. I do know that I emailed a comment about my service experience and have not heard back. Looks like I'm going to have to find a new bakery. Bad service, indifference to the customer and an overall uncaring attitude is the norm today. Imagine if your business went above and beyond how it would SHINE. What do you think?
