I remember the days when the customer was always right. What the heck happened? Seems like businesses, large and small, have forgotten who butters their bread.

I was told that if you’re not part of the solution, you’re part of the problem. So, I’m doing my part as a small business owner by telling the stories, good and bad, of my experiences in the Indy community. Join me by posting your story here:

The BAD

April 28 – Local bakery fudges experience

This is what happened:

Bakery Customer: (pulls on locked door at bakery in the middle of the day… irritated staff comes to the door) “Hi, I’m here to pick up my cake.”

Staff: “Who are you?”

Customer: “I’m … from …”

Staff: “Your cake wasn’t supposed to be ready until 4 p.m., it’s 2. If you were gonna come early you shoulda called somebody.”

Customer: (shocked at response) “Uhm, ok, I’m sorry. I didn’t know that. Is the cake ready?”

Staff: “No.”

Customer: “Ok. I’ll come back. May I go ahead and pay now?”

Staff: (snatches credit card) “I guess so.”

Two hours later…

Customer: “Hi. I’m back to pick up my cake.”

Staff: (pushes large cake box across counter) “Here.”

Customer: “Our logo is incorrect on the cake, sir.”

Staff: “No, it’s not. And if it is, you sent us the wrong logo.”

Customer: “Yes, it is… And I wouldn’t have sent you the wrong logo for MY company.”

The rest of the story is so grotesquely offensive to the customer that I’ll spare you the exchange, but customer ends up paying full price for the cake (remember, they prepaid) and the salesperson continues to talk to them like a two-year-old.

How sad. Last time I checked, there were at least 100 bakeries in town.

Ironically, during the customer’s event that evening, people inquired about the cake, and when the customer shared her experience, several other former customers of said bakery, had horror stories equal or worse.

Shame. Shame. We know your name, local bakery. And we will tell others about your bad service. If you don’t get your act together, you will soon be baking for yourself… at home.

The bakery’s owner still has not made the situation correct.

Businesses, large and small, please remember this saying, which is still very powerful today: “A happy customer will tell one person about their experience; an unhappy customer will tell 100…” or however many people read their Indy.com blog.

The GOOD

May 6 – Local car dealer maxes customer experience

KU-DOS to national car dealer, CARMAX, Indianapolis store! After SEVERAL horrific experiences (to be added here later) during my month-long car shopping excursion, I landed at CARMAX Indianapolis (thanks Denise).

My salesman, Doug DuBois, was THEEE nicest car salesman in the universe! From giving me the “real deal” about the truck I was originally planning to buy, to making my finance experience enjoyable (yes, enjoyable – we laughed through it), Doug DuBois get my vote for salesman of the year!

Yay CARMAX Indy!

In the market for a new vehicle, PLEASE make CARMAX Indianapolis – http://www.carmax.com/enUS/locat... your first stop. You won’t regret it.

Ask for Doug!