A customer came in the other day around noon time and bought a dozen decorated shortbread cookies. Cute little footballs with white trim and a red "A."
Mid-afternoon, the phone rings.
Customer: I just bought some shortbread cookies at your shop.
Me: Yes m'am, I remember you were here about noon time. How may I help you?
Customer: They were the worst cookies I have ever eaten. And I bought them for friends -- who had to throw them out, I was so embarrassed.
Me (as I reach into the case, take one out and pop it into my mouth): I'm so sorry, but I am eating one right now and it tastes fine, what was the problem?
Customer: Well you must have left out one of the ingredients, like maybe the sugar.
Me (there are only three ingredients in this cookie -- margarine, sugar and flour -- so it would be pretty hard to leave one of them out, and they are coated with a sugar glaze): I am so sorry but they taste to me like they always do. But perhaps our shortbread cookies are not for you. I would be more than happy to replace them with something else.
Customer: I'm in Selma (about 100 miles away), I can hardly bring them back.
Me: We'll leave a gift card for you at the register. You can use it to try something different.
Customer: I didn't want anything, I just wanted you to know how terrible they were.
Me: Thank you for bringing it to my attention.
After she hung up, I checked the reports on our point of sales system. Since the bakery opened in July 2006, we have sold over 300,000 decorated shortbread cookies. And that is not counting the cookies that end up on platters or gift tins (and are not sold as individual cookies), the cookies we give away to children, and the cookies we donate to various organizations.
I think 1-in-300,000 is pretty darn good.