Let them eat cake, but not today!
Amid accusations of being too harsh in my disdain for Dutch customer service, I have to ask, ” Is it really so crazy to walk into a bakery expecting to buy a cake?” In the Netherlands this is a trick question, and a purchase that requires planning.
Friends, in town from Singapore, are coming over for dinner tonight. Luckily, my husband is making his very special Fondue Savoyarde, and all I need to do is pick up a few baguettes and a dessert. Trying to keep things simple and remembering the times we used to run into our friends buying croissants and pain au chocolat at a particular bakery, when they lived in the neighborhood, my destination was clear.
Maison Belder, used to be a regular Sunday morning destination for many of the internationals in our neighborhood. Unlike France, where Sunday mornings make the week for Patisseries, Dutch bakeries are closed on Sundays, except a few, like Masion Belder. In the glory days, there was a queue out the door and down the street. The owner has always been gruff, but their goods were as close to French as you could get. Until Phillipe Gallerne, an amazing French Patisserie opened in a nearby neighborhood a few years ago. To be honest, we have tried to drastically cut down on these treats altogether, but when we do indulge Phillipe Gallerne is worth the extra distance.
First thing this morning, I walked into Maison Belder and saw only two cakes in the case, one tiny strawberry tart and one giant plain chocolate cake. I noticed the chef busy in the kitchen and asked if they might have more cakes later. The gruff response was, “this is what we have at the moment”. I said I could come back later if that would be better. “NO, you have to order in advance if you want to buy a cake.” I asked if they only make the full selection of cakes on the weekend, and received an even more stern version of the same reply, “YOU HAVE TO ORDER IN ADVANCE!”
While the two available cakes were not exactly what I had in mind, I would have bought one anyway to avoid another stop somewhere else, but I could not force myself to buy something from her. As I walked out empty handed, it was crystal clear why their greatest expectation for today is to sell only 2 cakes!
Dutch business owners tend to make a lot of rules for their customers and in the past could get away with it due to low expectations for service. Now, the growing number of immigrant and 2nd generation immigrants opening businesses often have a different work ethic and try harder to please customers. The bar will be raised!
The end is near for companies, big and small, that are not easy to do business with! Consumers have more choices every day! Verwijs, Van Stockum , if it will take you 6 weeks instead of the 3 business days you advertised to get the book I ordered, Crush it by Gary vay ner chuk? No problem, I ordered it from Amazon.co.uk, and won’t bother going through the motions with you next time.
Consumers want to have their cake and eat it too! Are you making it happen?
Filed under Customer Delight, Entrepreneurship, Just Life | Comments (5)
One good reason to connect with old highschool friends and frenemies on Facebook?
People often search for old friends (and lovers) when they join a social networking site, but in many cases the “old friends” have little in common or don’t make the extra effort to genuinely reconnect.
One too many Mafia Wars or In God we Trust updates and these superficial friendships are a click away from oblivion.
Here is a refreshing story for a change, of high school friends connecting on Facebook to make a difference. I am proud to say it is my very own, Mehlville High School in St. Louis, Missouri.
Operation Ozzy is a Facebook group that was created to literally rescue Mehlville’s all time number one fan, Tim Osborn “Ozzy” from hard times and homelessness. It is difficult to describe the devotion “Ozzy” had to our school and our sports teams for so many years. You had to see it to believe it and as a cheerleader, see it I did! “Ozzy” was a fixture at the games; his enthusiasm and loyalty equally impressive. You can read more about Ozzy’s situation here at OperationOzzy.com.
Originally, a few alumni got together to see how they could pitch in to help out Ozzy once he was located. This group has achieved so many practical (lifesaving) things like offering housing, arranging a job, applying for benefits and getting medical attention. They also started planning a benefit and the Facebook group has now grown to nearly 700.
Tonight’s Mehlville Panthers football game will be the biggest game of Ozzy’s life. He will be officially honored as the MHS number one fan and all proceeds go to the Tim Osborn trust. The organizers have captured the hearts of the media and rallied the community. It is sure to be a success.
I feel very far away from Mehlville High School tonight and for the first time in ages, long to be part of my high school gang. They have obviously grown up to be amazing, caring individuals, and unlike highschool, considerate as a group too! Sure, I have made a donation and arranged to snag a t-shirt, but due to the distance, I find myself cheering from the sidelines. Go Panthers! Go Ozzy!
Filed under In the news, Inspiring, Social Issues | Comments (2)
How to plan a “can’t miss” event
There are so many business associations, networking events and seminars, competition for attention is fierce. So, how do you plan an event that people won’t want to miss, unless they are out of the country or in the hospital?
The Ireland Netherlands Business Association hosted one of their semi-annual dinner events last night in Amsterdam. Neither Irish or Dutch, I have been attending these dinners regularly for the past few years, and generally only miss if… I am out of the country. Here are a few of their success factors.
First of all, the INBA focus on a few major events each year. The focus on quality over quantity reflects well on the organization and enables them to deliver the quality without a staff or fixed costs. The scarcity also works in their favor and eliminates the, ” I’ll just go next time,” response .
Ambassador Richard Ryan is the Patron of the organization, and his personal commitment and involvement in each event is apparent. (Of course he adds fair amounts of credibility and prestige too.) The attendees are an eclectic mix from business and diplomatic circles. “Who” you are likely to meet at an event and possibly dine with, is of course important.
The keynote speakers are always high profile. Former Prime Minister of Ireland, Bertie Ahern was the special guest and keynote speaker last night. Recent speakers have included Dutch Minister for European Affairs Frans Timmermans and my personal favorite,Paul McGuinness, General Manager of the band U2. These special speakers in an intimate setting, make for a unique experience.
Your venue is vital. Last night, it was was the Hotel L’Europe pictured here. The venue sets the tone for the event and this was one was Grande. Your venue doesn’t have to be 5 star, but it should be remarkable. Making guests feel special impacts their overall feeling about being associated with your organization.
How will you make you make your next event remarkable?
Filed under Corporate, Customer Delight, Politics | Comment (0)
Blog Action Day 2009 Climate Change
Blog Action Day is an annual event that unites the world’s bloggers in posting about the same issue on the same day on their own blogs with the aim of sparking discussion around an issue of global importance. Blog Action Day 2009 will be the largest-ever social change event on the web.
One day. One issue. Thousands of voices.
As a parent, the future for my two small children is my primary concern. The damage has been done and the alarming effects of climate change continue to reveal themselves, like the recent Swiss warning on the dangerous levels of (now banned, like dioxin and DDT) toxic chemicals from the 70s being released as the Alpine Glaciers melt.
Let’s focus on the good news about climate change. Is there any good news, other than the Dutch beaches on the North Sea will be sizzling like St. Topez? Yes, awareness is a bright spot.
Climate Change is an issue with skyrocketing momentum! Thanks to Al Gore and An Inconvenient Truth, the connection between our actions and the detrimental impact we have on our environment was seared into our global consciousness. Fan or not, the controversy of the film took the conversation mainstream. The level of awareness achieved in the past 3 years, relative to the previous 30 years is astounding!
The current generation of children growing up in the “Post Inconvenient Truth Era”, are well informed and the environmental issues are in the forefront, not an afterthought! For example, my students at New Business School Amsterdam aim to incorporate CSR into every project and business plan as a core component. Unlike some of the conservation messages of my youth, where pollution just caused things to be “less beautiful”, today the consequences are clear!
I thought it would be fun to share with you the most prolific voice from my childhood on the topic of conservation. Woodsy the Owl and his slogan “Give a Hoot, Don’t Pollute” playfully promoted the role each of us plays in safeguarding the environment. The video below is a classic and demonstrates that Woodsy the Owl was ahead of his time advocating everyone’s favorite way to offset carbon emissions- tree planting!
Filed under Blogging, Social Issues | Comment (0)
