Lifesaver Cake? Bagel Alley to the Rescue
If you are looking for a special occasion cake in the Netherlands with more pizazz than traditional Dutch Apple, your options are severely limited. My daughter and I celebrated our birthdays together last year with a Louis Vuitton purple handbag cake from a specialty wedding cake shop in The Hague. The shape and design of the cake fooled most people, they believed it really was a Louis Vuitton bag. Too bad the cake did not taste as good as it looked. Never the less, that shop is where I began my cake search as my 40th Birthday Bash loomed large.
Laptop in hand, to show a few cake photos spotted on Flickr, I walked in to the shop with a friend to order the cake. The shop owner quoted an exorbitant price, but I didn’t flinch, I even assured her that a simpler version of the trendy topsy turvy tiered cakes pictured would do, but she shook her head back and forth a lot in the dreaded horizontal direction (universal sign for not gonna happen). She said she wasn’t sure the date would work for her, she’d let me know, etc. Totally not interested in the business even though she quoted more than a few hundred euros. Already frustrated with the low service level (but not low price) from a different service provider benefactor of the party, I wasn’t looking for any more hassles.
We walked out of the shop vowing to attempt the multi-tiered cake ourselves! Luckily, a friend intervened and recommended Bagel Alley. She said the cafe owners seem to be the the type to try something new even though they don’t usually decorate cakes. Their cakes are delicious, so I immediately called with no particular expectations. My inquiry, “Do you make decorated tiered cakes?”, was met with a magical two word response, “Not yet.”
These two words and the accompanying upbeat tone spoke volumes. They were willing to give it a go! If someone other than one of the two owners would have answered the phone, maybe the outcome would be different, you never know? (Who answers the phone for your business?) My visit to Bagel Alley the next morning to discuss possibilities as well as the follow up emails and phone calls were all handled by Bagel Alley owners Sonja and Marrie, in the spirit of “Let’s see what we can do to make something nice for you.”
Living in a country without a service culture makes you truly appreciate great service when you do experience it. To my surprise, Marrie co-owner and cake creator came forward to greet me when we walked in to pick up the cakes. We had not met, but she recognized me from the photo on the party invitation. Marrie eagerly watched my reaction and when I was obviously thrilled with the cake, a mix of joy, relief and pride came over her. Her confession of a sleepless night due to my cake revealed true passion for her masterpiece, her business, and especially her customers.
Why all the fuss about cake? When you want to create something special it is great to do business with people that get it! Days later, my party guests are still raving about the delicious Love Boat themed Oreo Cake. You had to be there to get the “Love Boat” theme, but I’d happily meet you at Bagel Alley in Wassenaar for a slice of carrot cake and a cappuccino and you’ll instantly understand what the cake kudos are all about!
Cyber Monday Mania
Today is the big day, Cyber Monday, the day no one even knew existed until Thanksgiving rolled around this year. Unlike most fabricated holidays, this one was invented not by Hallmark, but instead by National Retail Federation. The (American) media has been hyping Cyber Monday like crazy.
Network news thrives on speculation and they have filled hours of airtime with the “Cyber Monday Theory” to predict and explain potentially sluggish sales on Black Friday, the traditional kick-off of the Holiday Shopping Season on the Friday After Thanksgiving.
Today, many Americans go back to work after a 4 day weekend ( the only one on the calendar all year), and according to the media, millions will spend their day shopping for bargains online. With over 8 billion minutes logged on Facebook alone every day, the staggering amount of time people spend online at work is a plausible indication that many people will, in fact, be sitting behind their desk shopping. According to the NFR, 88.2 million Americans will shop from home on Cyber Monday while 13.5 percent, or 13 million people, will shop from work. Cyber Monday was “Invented in 2005″ and while online shopping increases significantly every year, Cyber Monday has yet to break any sales records.
The media could be applauded in their efforts to stimulate the economy, but with the American Tradition of financing holiday spending with Credit Card debt, the applause might be misplaced. According to the National Retail Federation, unemployment above 10% means that price trumps selection and convenience this holiday season, so people will go out of their way for a bargain.
In the current economy there is less hype about “must have products in limited supply” and without scarcity, people may take their time to see if prices come down closer to Christmas. One big benefit of online shopping for consumers is the ability to research products as well as prices and not be limited to the offers in their own vicinity. Better educated consumers are less likely to be running around town chasing “advertised specials” if they can find the same deal on line. The convenience of shopping online and the abundance of free shipping offers, make online shopping a no brainer.
Over 80% of retailers are offering special Cyber Monday deals, so even if you are like me and normally prefer to wait until the last minute to select that perfect Christmas Gift, you might be tempted to check out the sales? Warning, searching for Cyber Deals can be hazardous! My orders have already been placed to Illy and Lego too. I even happened to stumble upon the perfect gift (for myself) while researching this post, my husband was sitting next to me at the time, so he considers himself lucky to click “add to cart” on Amazon instead of searching through the shops for a gift. Don’t forget, they sell more than books, Amazon also sells Jewelry! What crazy deals have you found online today?
Filed under Customer Delight, In the news, Tech | Comments (2)
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)
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?
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