Customer Service lesson number 1

Ok, if there is one thing in France that really bugs me, it's the customer service; that is, the BAD customer service, or more like 'WHAT' customer service??

So, I think I'm going to have to give a lesson or two every couple of weeks on customer service. Mind you, American's have a lot to learn from the French, but customer service is not one of them....

So, there's a place called Berko in Paris. Very trendy, hip place. They make cupcakes, American-style cakes, etc. An exciting concept in France...
So, for my ten year anniversary party I decide to order a cake there.

Here's what happened:

Step 1: I go to the place in July. It was lunch time. The main cook was busy. Ok, fair enough. I was told to come back at 6PM.
Step 2: I went back at 6PM. The main cook was arguing with his owner/boss. This went on for an hour. I finally left the place. They told me to write an email at the end of August to order the cake.
Step 3: I wrote them as told. No reply.
Step 4: (this was starting to get annoying - it's just a cake...). No reply. I wrote back.
Step 5: I received an email saying 'Sorry, it's too late'... What the ****!!!!
Step 6: I called to complain. They told me they'd 'try to fit it into their schedule' and they'd get back to me.
Step 7: Of course, nobody got back to me. I called back and the answer was YES, we'll do it. (why is it that I had to plead these guys? Who's the customer here)??
Step 8: I received the price for the cake 2 weeks before the party. It was over my budget.
Step 9: I wrote them back (three minutes after receiving their reply) and asked for a smaller cake in order to fit into my budget.
Step 10: They didn't answer. At this point, I wasn't surprised. I wrote them an email to ask if they would be 'kind' enough to get back to me.
Step 11: No reply. Never heard from them; and luckily, I found a friend of the friend who made me a cake at the last minute....It was amazing (the picture above is of the cake she made) and it was half the price.

Moral of the story?
> If you want to copy an American-style business, customer service is more important than the product you're selling.
> Don't think you're the only 'cake people' in town. The cake I found was amazing, and the service was perfect.

Here's her info if any of you ever want an American cake in Paris.
Thanks Sandrine!

123 Merveilles
Sandrine
123merveilles@gmail.com