I called in my calzone order and was told it would be ready in 30 minutes. I gave them my name and phone number.

I arrived at the restaurant after 25 minutes. A gentleman in front of me complained that his food had been promised in 30 minutes but he had to wait 45. The clerk didn’t respond.

By the time I got to the clerk, he informed me my order would be ready in another 25 minutes. So, they were actually going to need 55 minutes, not the 30 I was promised.

Surely, the store was going to offer me something for the delay: an appetizer, a desert, a soft drink, a discount, side salads, an apology, etc. Their offer was only that I needed to wait another 25 minutes to get my order.

Did they call me to tell me they were running behind? No. It would have been easy–they had my phone number.

How do I feel about this place after having not done business with them since the mid-90’s? I won’t be going back. Their product isn’t so terrific that I would miss seeing them for another 25 years.

What kind of experience is your company delivering? One of indifference like this place? Or, a place your customers are excited about doing business with?

This pizza place is treating customers with complete indifference. Now, it’s my turn.

Thought for the week:

“Judge your success by what you had to give up to get it.” –His Holiness, The 14th Dalai Lama

What do you think? I welcome your comments! Dave Gardner

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Dave Gardner

Dave Gardner is a management consultant, speaker, author, and blogger based in Silicon Valley. He's been in the front row for the birth and evolution of Silicon Valley, the innovation capital of the world. Since 1992, Dave Gardner focuses on making the complex simple around people, process and technology. Dave is the author of Mass Customization: An Enterprise-Wide Business Strategy - How Build to Order, Assemble to Order, Configure to Order, Make to Order, and Engineer to Order Manufacturers Increase Profits and Better Satisfy Customers.


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