The Gelato Spot has some tasty treats. In my nearly 15 visits there, I’ve never left unhappy. I’ve even recommended it to various people, never once thinking about why I liked it or what kind of draw it had on me.
But now, quite accidentally, that draw is broken. And all it took was one simple thing: the girl and I weren’t speaking the same language.
When I order ice cream in multiple flavors, I’m always ordering a finished product. When I say chocolate peanut butter cup, I expect a chocolate scoop on top of a peanut butter scoop. And that’s not what I received.
What came out was a scoop of chocolate topped with a scoop of peanut butter. The girl working behind the counter had taken my item description as instruction, which was wrong.
This was not what I wanted. Granted, it’s not a huge problem. I’ll likely go back, but our relationship has changed. I don’t trust them anymore. I’ll have to be very specific when ordering next time and that really changes my enjoyment of their product.
Whether you’re in the retail, sales, marketing or any kind of service business, you must, must be sure you’re speaking your customer’s language. It’s good business, it makes good sense and it makes for good ice cream.
