A blog I’ve added to a long list of RSS feeds is OkDork by Noah Kagan. Recently, Noah went to a restaurant and while the food was fair, the bread made the meal. Rather than paraphrase, I’ll let you hear it straight from him.
My mom is extremely picky so I was a little surprised to see her raving about the restaurant. She didn’t notice it but she kept talking about the bread. Then it struck me: Because the bread was phenomenal it made everything else seem better.
We’ve all patiently waited while our favorite hair stylist or bank teller helps another patron, but Noah’s experience was unique due to a product rather than a person. I’ve tried to recall a product being so overwhelming that the rest just benefited from its grandeur.
I’m more attuned with the service over the product. This recent example sums it all up. I forgave a restaurant I frequent for lunch after my credit card was overcharged. I actually never mentioned it to them because the few dollars I “lost” weren’t worth the less than ten minute carryout lunches I get or the “Hello Todd”, when I walk in the door.
I love the personal touch of any transaction, but if you can’t beat your competitors with service… make sure they can’t beat the bread.
