This past weekend my husband and I celebrated our 10 year anniversary. We had a small celebration, and we were both very excited. As a part of that celebration we ordered a cake. Now, this was not just any cake (obviously). I love all of those new cake shows and wanted to have my very own masterpiece. I enlisted a local cake artist and shared my vision.
He certainly delivered on the cake as you can all see, and it tasted even better than it looks. However, they failed to create a great experience.
He certainly delivered on the cake as you can all see, and it tasted even better than it looks. However, they failed to create a great experience.
When we went to pick up the cake, we were greeted in the pouring down rain in a parking lot. We were then told it would take too much time to drive two blocks to a covered gas station to transfer it from the delivery person’s car to mine. I think you can all imagine how I felt when the delivery person told me this.
Thankfully my hubby had a great idea and we were able to make the transfer, but I could not help thinking, "How is it possible that this company (who clearly had me from the first bite) could be so bad when it came to the final details of my experience?”
Take away: For those of you that have other people involved in aspects of your organizations. Take some time to find out the following:
1. How are they delivering your master pieces in the rain?
2. What exactly happens once the cake leaves the bakery?
(Puns intended, but the questions are serious...experience is not just one part, it is the entire transaction.)
