A while back I wrote a post about my experience with Urth, the cafe that never delivered my sandwich! Urth was apologetic, and In all fairness, the manager did tell me the next time I ordered, he wouldn’t charge me for delivery.
Yesterday, I made the decision to order again and have my lunch delivered for my daughter and myself, She loves the chili with crusty bread and I was excited to try the greek salad. So I placed my order, but felt it was too long ago to bring anything up about what I was promised and not promised. Besides, I couldn’t even remember the manager’s name.
Eagerly I awaited my order, and, 45 minutes later, thankfully, this time, lunch arrived at my office. Looking through the order though, I noticed the crusty bread was missing. What is chili without bread? The delivery guy just looked dumbfounded when I inquired. My first thought as he stood there waving the charge slip at me to quickly sign so he could get back to his illegally parked car, was to give my signature and add the customary tip. But this time I decided to make a stand. The bread was a part of the meal. I paid for the bread. I did not get the bread. I could accept this and forever be upset about the situation, maybe never frequent the cafe again, OR, I could hold them accountable, give them the opportunity to make the situation right and see what kind of stuff they were made of. I decided on the later. I told the delivery guy I would pay for the order when he delivered the bread. I called the manager and politely explained the situation, referencing the past experience as well. He apologized and said they would send someone out to deliver the bread. I figured they would never come (especially since I’m about 4 miles away and parking is difficult at best) and just accept they lost money on that order, but to my big surprise, they delivered the bread in less than 15 minutes. This wasn’t just a slice of bread, but nearly a loaf, and in addition, they delivered a beautiful fruit tart for dessert! Now that is service and I’m renewed on my love of the cafe and can only sing their praises. Most of us want to do the right thing. I’m glad I gave them the opportunity to change my impression and make me want to continue to do business with them and recommend them to others. What would you have done?