Chocolate Fondant shows slow sells.

“I want it done yesterday”. Various Management people.

But did they want it done so quickly?

When a small business starts out they think that they are Amazon Prime.For some products and services that is possibly the truth but for most of us we have to learn how to manage expectations.

The brain only registers two speeds which are: faster than expected and slower than expected.

Customers sometimes like things taking a little bit longer because it conveys both quality and attention to detail such as a Chocolate Fondant.

What does a Chocolate Fondant have to do with it?

Apart from giving various Amateur  (Professional) chefs on Masterchef.The Chocolate Fondant is a dessert that has a hard exterior and a moist centre.It requires skill,concentration and must be cooked to order. It is usually served at a higher price point place.The diner is also charged a premium.

On a menu, it will say:

“This will take 20 minutes to prepare”.

The Best thing about this little warning is that the customer is no longer clockwatching. They have the expectation of this wait and might order another glass of wine.

When the Fondant is finally ready, the customer gets a bit of theatre with their meal.This will be shared on social media where they can show off to their friends.

High street venues have given into our love of speed.They have central kitchens where all the food is prepared. Customers are now wise to this practice and are avoiding these places because service and food are both underwhelming.

Although the new customer of 2018 loves speed of Amazon deliveries, they also appreciate a slow and measures approach to things.

It is time to find your Chocolate Fondant!

 

 

The customer is not always right!

IMG_20180308_211013_466.jpgThere is that phrase that age old adage that the “customer is always right”.I believe that this is not only wrong but could be dangerous for most businesses.

Yesterday,I went for a pot of tea at a place called Birdhouse Tea Studio in Sheffield.I was told explicitly that when the timer is finished to take the brew basket out of the tea pot.

I took a photo on posted it to Instagram and took a sip of my tea.It started off pleasant and then I poured a bit more tea from the pot and it was starting to taste bitter.

Initially I thought it was my palate.

However a member of staff said:

“By looking at the colour of your tea,it seems like you forgot to take the brew basket out”.

Oops I thought! Definitely a schoolboy error.

The staff member kindly made me a fresh pot of tea because my tea experience was sub-par. They didn’t make me feel stupid.

The new knowledge I had meant that I enjoyed my second cup of tea.

Imagine if they had listened to that age old adage of “The Customer is right”?I would have been left with a bad experience.However,they used it as a great educational experience.The best sales people are great educators.

Three things I got from this experience:

*A person could look like they know what they are doing but they might not.
*Education of a new concept doesn’t have to be humiliating.
*Guide the customer.

For me:

*Listen to all instructions

Now off to make myself a pot of tea.