comes to service excellence, the word “consistency” is a key ingredient, and the
the embodiment of it. The Cakery is the quintessential neighborhood
staple in suburban Maryland led by a husband and wife, who are the owners. The
husband is the pastry chef, and the wife is the bakery manager/whatever else
needs to be done.
One of the things that I really appreciate is
the consistency of Gail. Besides being a co-owner, she is also the cashier.
It doesn’t matter if its morning or afternoon, raining or snowing, busy or
slow…Gail is supremely consistent. Always smiling. Always prompt. Always
the really good part. Her service isn’t based on the amount of money I spend.
Whether it’s $1.25 or $18.25, she makes her customers feel valued and
appreciated. Some people adjust their service based on how much money the
customer is spending. Not Gail. She doesn’t adjust her level of professionalism
or kindness based on the amount of the sale. That is what I call a true service
professional. She also realizes that the person spending $1.00 today, may spend
importantly, if you have honor for what you do, you won’t allow yourself to
give less than the best for every customer, every time.
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