Blogging 4 the Public - B4P - An Urban Grafix Brand

Unsatisfied Customer/ Non Dedicated Relationship

Okay, I just got the poorest service from one of my favorite breakfast places in my area..and im disappointed. Im not returning, I figured they were dedicated.

Let me get to the point. My staff and I have 2 favorite places we order breakfast  from everyday for nearly a year now. Theirs nine of us for now, and we order breakfast together everyday Monday-Saturday so that goes to show that this involves a hefty tip…but that’s besides the point. Daily our total is no more that $35 and no less than $20 considering that there is a delivery limit of $10. Okay so we order breakfast for a year now, we even sometimes go and pick our stuff up on the way to work, this way we make a relationship with the employees and the owner from the Breakfast place. So we know each other on the first name basis.

Today I arrive to work early to get things ready for my trip on the following day. I decide to call the breakfast place, knowing that they have a $10 limit and all I want is a hot chocolate. So I say to myself ” I also need a pack of cigarettes” yeah that’ll even out. Total that comes out to $11.50…which is well over the $10 limit they have posted in the front of the shop and on the menu.

Mind you I have ordered less in the past and got no grief from the same exact place…

So I start to place my order, then I decide to get the two guys that just recently walked in for work some hot chocolate as well. So now we’re at $13.20.
Okay so I’m on the phone with the owner..lets call him Sal…

Me - Hi Sal, it’s Jay from Building 123 good morning, how are you.
Sal - I’m doing fine Jay, how about yourself..how can I help you today?
Me - Im well, thanks. Can I place an order for delivery to the office?
Sal - Sure, what can I get you?
Me - 3 Hot Chocolates and a pack of smokes for the road, thanks.
Sal - Jay, you know that there is a $10 limit for delivery..help me out here.
Me - Sal, I just placed an order for $13.20 cents…
Sal - Yes I know Jay, but cigarettes aren’t included in the delivery, I only make .50 maybe .60 cents a pack. 
Me - So your telling me that your not going to be able to deliver my order unless I order more stuff…is this correct?
Sal - That’s the rules, that’s our policy!
Me- sal, can you make this happen today, and I’ll remember this next time.
Sal - Nope, the rules are the rules!
Me - Sorry Sal, but after this, our long term commitment that we have is ending right now…sorry guy, I guess I’ll get my breakfast else where. [ then I hang up my phone]

This kind of service should not effect the customers, it is the owners responsibility to fill the costumers request unless otherwise stated different. But in this case their was no specified rule anywhere where the rules are placed. So in this case Sal’s way of marketing his service affected him in two ways.

1. Sal and his policy did not stick. Their was no resource implicating that these rules apply to only certain produces.
2. After being a faithful customer for nearly a year, Sal couldn’t continue the relationship even if it involved a delay on delivery.

Keep in mind, once you start a relationship in service for a constant customer that not only brings you business for themselves..but many others…you cannot switch to a new rule after they’re familiar with your way of delivering business.

Positive Word of Mouth is very effective, but what is much more effective is negative word of mouth. Once you piss off a customer and the word gets out, it’s time to make things up to them all before it escalates to another level.
Just remember Sal, your not the only breakfast shop in the area. 70% of the time people feel much more comfortable bringing in their own breakfast rather than spending it on business plus tips.

I guess I will adding more to my shopping cart every other week at ShopRite. It just takes another minute or two to prepare a small breakfast and coffee.