OK- I know I'm late to the game but I just discovered Sibby's cupcakes in San Mateo. (Don't laugh, I'm not a cupcake person and I live in San Francisco.)
As a birthday request for Lizzie, I made a special trip to Sibby's to pick up her dream cupcakes.
It took me a couple attempts with my GPS to actually find the location but once I was there and walked into their 'store front', my eyes almost popped out of my head. Not only was the bakery wafting with delectable smells but the cupcakes looked delicious.
The nice gals working there politely asked me my name for my order..... WHAT ORDER???? Somehow in all the birthday excitement no one told me that Sibby's is a pre-order only bakery. My heart suddenly broke in two because not only did I now desperately want to try one of these gems, but I also wanted to surprise the birthday girl.
As my smile turned to a disappointed frown (were those tears in my eyes?), the employees quickly came to my aid and asked how many I wanted. When I told them that four was all I needed, they quickly stepped up and offered to help me by selling me some of their over flow.
Ahhhhh (can you hear the music?), the heavens opened and the sun shined through once again. I gladly accepted the four of any flavor and thanked them profusely.
Having been in the customer service industry for the majority of my adult life, I still always find it amazing when someone elevates them self and goes out of their way to help a customer in need. I have been witness to so many awful customer experiences (of course there are some customers who bring it on themselves) and in comparison so few wonderful ones.
I was more than ready to walk out of Sibby's empty handed. I own my actions and it was definitely my naive fault that I did not pre-order. However, the wonderful feeling I felt when the employees at Sibby's saved my tushie and sold me the four cupcakes instantly made me a loyal client to their business.
The point is, all it takes is a little bit of extra effort to change a negative customer experience into a positive one. Why don't more people realize this fact?
In the end, the cupcakes were wonderful, Lizzie was thrilled and I have already told 3 friends who live in San Francisco about these cupcakes.
Thanks Sibbys!
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