There are many valuable lessons I have learned from being a parent.  Two that stand out in my mind are one, birthdays are very important.  So important, they can almost be similar to a national holiday in a child’s mind.  And second, kids do not forget (or forgive) when you screw up something related to their birthday.  I learned this when I failed to get my daughter a birthday card for her last birthday.  I heard about it for this past year repeatedly.  (I am proud to say not only did I not forget this year, but I actually hand made the card!)

Given these lessons, I have to tell you about a recent experience in my local Portland ice cream store (to remain nameless).  I typically bake cupcakes for my daughter’s birthday but this year wanted to do something a little different for our family celebration.  So, last Sunday, I called the ice cream store to order an ice cream cake.  My soon-to-be 12 year old and I poured over the ice cream store’s website looking for the perfect cake.  My daughter decided on the watermelon cake with chocolate ice cream and vanilla cake.  When I called on Sunday evening, the young man told me he would have to call me back because they were busy.  I gave him my number.  Twenty minutes later he called me back.  I told him the cake we wanted and he asked for how many people.  I told him eight to ten.  He said fine and that it would be ready to pick up the following Saturday.

On Saturday, my husband went to pick up the cake.  He was immediately informed that there had been a mix up and that the young man who took my order did not realize there was no such thing as a cake for eight to ten people.  The employee stated they tried to call but could not find the number.  And so since they could not get a hold of us, they “chose to do nothing.”  Nothing????  Really?!! If the employee stopped and thought about it for one moment, he would have realized #1.  This is a BIRTHDAY cake order and #2.  It is for eight to ten people (which means there is some type of get together involved) and #3.  If the person picking up this cake is planning on having this cake, what other options would they have with such late notice and #4.  Again, this was a BIRTHDAY cake for a CHILD. 

My husband was offered another cake out of the case.  There were not a lot of choices and frankly, we had nine people to feed in less than an hour so we did not have any other options.  My husband chose a cake which was not even close in style or flavor to what my daughter wanted.

And the end result: my daughter CRIED when she saw that the cake she had been waiting all week for, was indeed not what she had waited all week for!  My husband and I wondered why better decisions could not have been made.  For example,  make the watermelon cake for the correct size the ice cream store makes it for and call it good. 

Of course, I called the manager the next day to explain what happened and to ask WHY?  I was told that not everyone is trained in cake details and probably the person I worked with did not have the cake training.  Well, no doubt about that!  Also the manager explained that the person I worked with was young and young people do not always make great decisions.  Hmmmm!  That explanation really makes you wonder.

I propose a few solutions to ensure great customer service:

1.  Train everyone on the cake details.  If that is not possible, how about ensuring a customer ordering a cake, is given to the “cake expert” in the store.

2.  Create a quick reference guide about the cake ordering process.  A checklist could be included to make sure all details are covered.

3.  Offer some training for employees on how to troubleshoot and solve problems.  It could be structured almost like a FAQ (frequently asked questions) document.

These are just three quick ideas.  What other ideas to YOU have?

One thing for sure, I am back to making cupcakes next year, when my daughter turns 13!