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)