July 15th, 2010
This customer experience goes into the Sweet Tooth Hall of Fame. His wife picked up the cake and thought it was beautiful. Her husband calls us after close screaming that he was unsatisfied with the decoration and threatened to take a picture and splatter it all over the Internet. Since their Christening was the next day, we assured him that there is plenty of time to fix it. He kept screaming. We asked him if he could bring the cake back to the bakery. He kept screaming. We offered to pick up the cake at his home. He kept screaming but he seemed surprised by our offer so he agreed.
I personally drove all the way to his house to retrieve the cake. Once there, he started screaming and yelling again. I tried to calm him down. Since his original picture he supplied was covered in fondant, I offered to redo the cake in fondant free of charge. He started ranting again. I offered to refund his money. He did not want that. So I picked up the cake to leave—he became aggressive and threatening and told me he did not want me to fix the cake because he wanted to show everyone how horrible it looked. He began to swear, threatened me, and started becoming aggressive. Fearing for my safety, I backed out of his porch and told him that I will refund his money and that he was fired as a customer, and I never want to see him in my store again. I drove back to the bakery got $85 and dropped it back to his house.
This customer experience was truly horrific. I will not, nor will I allow anyone to mistreat, threaten or abuse me and/or my staff over a cake. It’s just not worth it.
This guy did have choice on whether to serve the cake. He just simply needed to behave like an adult and allow us to make it right. He chose to be an over-the-top hothead. For him and his family’s sake I hope he can get some counseling to deal with his anger issues.
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August 8th, 2009
There will be a Public Meeting this coming week at the South Boston Lithuanian Club regarding the opening of a new chocolate café located at 366 Broadway–directly across the street from us. As one of the spearheads of the West Broadway development initiative, we uncovered a common community concern, the proliferation of like or same-type businesses in the area. This is not just a problem for Southie residents not having basic life-style businesses to patronize but also a problem for new and/or existing businesses to thrive. In order for us to recruit new businesses and change the landscape of West Broadway we will have to plan an environment that promotes growth opportunity.
We were told by several people in the community that this shop will offer some of the same exact products we sell here at Sweet Tooth. How many dessert shops can this community support? This will only split the dollar and directly impact our sales; and yes, we have been affected by the recession. We literally cannot afford to lose any more revenue and nor do we want to be casualty in a difficult economy. I am sure Arpeggio’s will be affected as well since this shop will be selling coffee. Please be sure to come out to this meeting and voice your opinion Wednesday, August 12th, 6:30PM at the South Boston Lithuanian Club.
Thank you,
Sweet Tooth Boston
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June 13th, 2009
A regular customer, whom I affectionately call “the cookie monster”, came in for her usual. She walks with a cane due to knee problems but she always has a big wide smile on her face—I enjoy seeing her. Today, however, her usual smile was gone and she seemed to struggle a bit walking. I instinctively knew something was wrong so I asked, “What’s wrong?” She looked at me in a trusting way, seemingly grateful for the question, and informed me she just left her doctor’s office for a routine visit and was diagnosed with a serious illness. Read the rest of this entry »
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