When is a Croissant Toast?

I had a rather bizarre experience yesterday, John and I were in in London to run a content planning workshop with a client for their new video channel, and decided to have a catch up before the meeting.

We found a restaurant /café n Liverpool Street station, and went in to order a coffee and breakfast. Now I should have had an inkling at this stage hat the service was going to be questionable, nobody seemed o be clocking people as they came in and sat down, so I decided to go to the bar and order, in the few minutes I was there, placing my order, two people complained about the lack of service, and instead of looking ashamed – he staff looked at me with that look…. Can you believe the people we get in here… that look.

Anyway I placed my order for 2 coffees, a round of toast and a bacon roll … fairly straightforward I thought, and made sure my rather pre-occupied waiter repeated back to me.

We waited for 15 minutes, and we got 2 coffees … a croissant and a roll with a sausage. I questioned the rather earnest young waiter, said I had ordered toast, he the said, this is what we give you for toast, and come on its much better, I even warmed it for you. I decided to eat it , we were running late..

The funniest part, he person next to me had toast.

I thought about what I deliver to my clients, I hope when they ask for toast, I don’t try to give them a pastry instead, and wrap it up in marketing speak. I know that many of us do.

I will never go back to the restaurant in question,  and know that the real strength of any business is about people returning … an telling their friends about a positive experience.

So listen carefully and provide clients with what they ordered, not what you want to serve.