More than garlic bread

Thursday  night dinners with my neighbors always result in us each picking up a food item. This particular evening, I was selected to pick up garlic bread. I went to the store after work, around 6pm, and the bakery was fresh out of garlic  bread. I prefer the non frozen type, as it tastes much better. But, since they were out, I was heading over to the frozen section to make my purchase. An employee was behind the bakery counter, frosting a cake. She walks out to me asking if she can help. First thing I noticed was that she was busy but yet she took the time to walk all the way out to help me. I must have looked very distraught!

I asked her if there was any more garlic bread, since they were out, and instead of just saying “no” she walked around the entire bread section to see if one was misplaced.  Then she said, “Yup, we are out. Let me make one for you right now.” I barely had time to nod and she walks to the back of the bakery. There was no huffing and puffing from her. She kept a smile on her face the whole time. She didn’t seem annoyed and her voice kept a friendly tone. I wait for maybe 5 minutes and bam, out comes a fresh loaf of garlic bread (still warm). I say thank you and she goes back to icing the cake.

I was definitely impressed—most people would say “we have none left, sorry!” and called it a day, mostly because I was the only one in the bakery and it was toward the end of the day. I actually wrote an email to the grocery store to recognize her and their response was of extreme happiness for their employee.

All in all–it’s the little things that matter.

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Jenny Dempsey is the Consumer Experience Manager for and Apeel Sciences. With 16 years of building and leading customer service & experience teams, she is also the co-founder of a customer service blog, Jenny has been recognized over the years for her work, including the The ICMI Top 25 Thought Leaders of 2021and accepting the 2019/2020 CloudCherry CX Influencer Champion award. She has a Udemy Professor with her course, "Your Customer Service Toolbox: Best Practices for Beginners" and does customer service coaching on the side. Jenny loves being an auntie to her beautiful niece, travelling the world, singing and hanging out with her toothless rescue cats. She lives in sunny San Diego, CA.

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