Bad Manners: Image Buster!

I just got off the telephone with a cake company, fuming with anger, and swearing never to buy from them.

Someone recommended this bakery to me because of the reasonable pricing and good quality of its products. With excitement, I picked up the phone, called them and asked whether they will open on December 26th - my grandmother's birthday is on that day, and I want to get a great birthday cake for her.

The first question the reception asked, was: who are you?

I thought it was a strange question. So I repeated my question: do you open on that day?

She said: no, that's a Sunday. And who are you? Where are you calling from?

I ignored her question, and said: will you be opened on the Friday prior to that Sunday?

She said: yes. Where are you calling from?

I said: um, I'm calling from home!

She said: we strictly wholesale only.

I said: that's strange - someone I know always gets cakes from you, and it's not wholesale!

She said: who is that? What's the person's name? Is it the drycleaning lady?

I said no, she proceeded asking for the name. I refused to give her the name of the person who recommended me to this place, since I know she'd be ordering from them again. We hung up after that.

A company's image not only depends on the logo and how it executes its marketing plan. But also how staff deals with customers, down to telephone etiquette.

The receptionist's phone etiquette was terrible. Instead of saying: may I know what company is this, she said: who is this? This is very rude, for a company who provides cakes to the Second Cup. (it looks like they need some image and customer service training!)

The receptionist single-handedly busted her company's image. I will not recommend this place to anyone, wholesale OR retail!!