It was about 10am in the morning today when a customer came in to collect his pre-ordered cake with “Angry birds” design and I happened to be at the shop. To my dismay, the cake was not even made. Apparently there was a miscommunication between my chef and the customer about the collection date. The birthday celebration was set to start in 2 hours time and I was fully aware that there was no way we could make it on time. However, not to disappoint the customer, I took up the challenge and promised the customer that we would deliver the cake to the venue latest by 1.00-1.30pm.
I immediately called up my other 2 chefs (it was their offday) back to the shop for help. One assembling the chocolate sponge and finishing while the other two were busy mixing the fondant and coloring. Based on our experience, a cake with similar design would take at least 4-6 hours to finish but today, we set a new record by finishing the cake in 2 hours time. The cake was finished at 12.15pm and delivered to the venue slightly after 12.30pm. A few minutes later, I received this sms from the customer “Great Eric, Thanks a million”.
Mr Baker's Bakeshop 
“Quality in a service or product is not what you put into it.
It is what the client or customer gets out of it.” ~ PETER DRUCKER
I must congratulate your chefs and team and I also congratulate your leadership to get thing done. I salute your decision to do the right thing (correct the miscommunication, promise the cake, deliver on promise) and doing things right (call back your chefs, team work, perfection in artistry) and make Natalie the Happiest Birthday Girl ever today. Three cheers for Eric and his entire team at MrBakerBakeshop. Hip-hip-hooray! Hip-hip-hooray! Hip-hip-hooray!
Martin Luther King, Jr.said, “Life’s most urgent question is: What are you doing for others?”.
Today, in the form of the sacrifices you and your staff made for your most important customer, Natalie (and her parents), perfection in patiserie artistry, a birthday cake which will make her the Happiest Girl in The World, and the Most Satisfied Paying Customer on Earth.
If I could, I would consider a 3 Michelin Stars award for your patisserie, a prestige that matches top quality service, great artistry and superb choice ingredients and exceedingly great flavourful pastries and cakes.
Bravo! Bravo! Bravo!
Thanks for your kind and encouraging comments. I always believe in times of crisis, with calm and clear mind, we could solve any problems. From this incident, not only we managed to make a customer happy but a good lesson learned. If we are to face the same situation again (hopefully not), I am sure my chefs and team would respond wisely and make appropriate decision even without my presence. The happiest moment is not how much you can sell but how satisfying your customer is.
Absolutely agree!!
”Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.” – Peter Drucker
Absolutely, Eric, and MrBakerBakeshop!
True to his words, our niece’s cake was delivered as promised and ahead of time. Heck, we were still having our lunch when Eric’s text came in. Kudos to Eric and all the crews at Mr. Baker for a job well done. Rest assure that even the angry birds were happy on the day. :) Our thanks and gratitude goes out as well to the off-duty crews who came in to make this happen. Cheers and keep it up..
“Be Strong and of Good Courage”
– Michael & Alyssa Leong
Dear Michael,
Your warmth comments have definitely made my day and has inspired everyone of us that when a problem arises, stay calm and communicate, light will guide us through.
– Eric
An exemplary customer service, not everyone can do that. I am impressed with the level of commitment that you and your chefs put in to ensure that the birthday girl has a memorable birthday and not a disappointing one.
Thank you for your comments. We always believe in customer service and giving customers what they are paying for. No doubt we will not be able to please all customers but every time a mistake happens, we’d work harder the next time and avoid the same incident from happening again.