A recent visit to giraffe Basingstoke has inspired this visit. As you may or may not know our co-founder Alan Donegan loves pancakes, maple syrup and breakfast in general.
We went to the Giraffe in Basingstoke and received these incredible pancakes, they were a huge stack of fluffy perfectly cooked pancakes with a drizzle of sauce over the top. The chef obviously took pride in cooking them. I was blown away and loved them. Expectations set at a very high level
I went back the next week to have more of the fabulous pancakes. I ordered them after my breakfast burrito with anticipation and excited only to be dissapointed with three sorry looking, little floppy pancakes. I felt let down.
I told the waitress who assured me that they were always that size. I told her about the ones I had the time before and she didn't believe me. Lucky I had taken the picture above to prove my point. The manager ended up coming over and again told me that they were always the small size. They didn't believe me. I showed him the picture and he ended up taking my iPhone into the kitchen to discuss it with the chef. But the damage was already done. I felt like they didn't trust me when I told them something
The manager made it up to me by saying that he would not charge me for the pancakes.
Being a pancake lover I went back again and saw the manager before ordering and he said it would be like the first time again. So I ordered, they weren't bad but not as good as the first time.
This morning I went again and expressed my desire to have the bigger pancakes to the waitress who again told me they were all one size and proceeded to bring out tiny pancakes. Smaller than ever. I was truly dissapointed and couldn't be bothered to talk to the manager again. It was obvious they didn't care about me as a customer or my desire to have a decent stack of pancakes in the morning.
Why am I telling you this story?
If I had only ever received the smaller pancakes I would never have felt this way about Giraffe as a restaurant. But they set my expectations very high with the first pancakes I received and then they have failed to deliver the same again.
What expectations are you setting right at the start of your interactions with your customers? If you don't know; ask them!
Are you living up to this expectation time and time again every time they come?
It takes a lot of effort to win a customer, so you must do everything to keep the ones you do win!
Love to hear your comments. Please write below.
Which pancakes would you rather have? Would you pay the same price?