How to deal with goat cuisine

by - 12:53 on 14 March 2007

There has been much agonising in the office this week over a policy issue. It all started with a goat’s cheese ambush. You know the scenario…you order something from the menu which sounds fine and when it arrives it is flavoured with something not mentioned in the food description – and it’s something you don’t like. In J’s case it was a large dollop of goat’s cheese. (Hey, some people like it – it’s the Laphroaig of the cheese world - big personality, love it or hate, you have to choose.)

There it sat, oozing cheesy tentacles all over a stuffed mushroom and looking like, well, all similes fail me, except for unsavoury ones involving seagulls and digestive complaints. And let’s just say there was no service recovery strategy put in place. It was just too bad, apparently, that the dish came with goat’s cheese. They really couldn’t have cared less.

Oh, how I want to tell you where this place was. But I won’t, because it’s against the spirit of Extra Mile Scotland which set out with the aim of featuring your positive experiences – and not our occasional negative ones.

Besides, we were cheered up the same day by another example of the sort of good service which deserves acknowledgement. Briefly, our mobile phone contracts were up and we wandered in to the Phones 4U shop in Inverness. Not only did we get a good deal with two new contracts from a helpful phone man, but on finding that the phone of choice was not in stock in the Inverness branch, this service-giver went the extra mile for us. Finding out that we lived near another branch, in Elgin, he volunteered to come in on his day off (a Sunday) to that branch, knowing that it had the phone we wanted in stock and he could complete the deal there. So, well done to Alan Mcknockiter, Phones 4U, in Inverness.

So where does all this leave us? Well, aside from having dinky new phones, it means we’re not going to carp on about bad things. Keep these positive comments coming – we’ve had some really interesting ones, where extra service has been clearly identified. Thanks to everyone so far.

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