Prepared with Love and Served from the Heart

The key to retailing is to provide what you say you are going to do. Last night Linda and I went to Crystal Jade Restaurant in Singapore and were enticed in by the above marketing campaign. Alas, the marketing team did a great job, but forgot to tell the owner what this meant in the customers eyes. They place napkins and peanuts on the table which we assumed were part of the package. They managed to mix our order up twice and then charged us for eating the peanuts and using the napkins. It was only three dollars, but it is not the money that is the issue, it is promoting your values and then not delivering on them that the customer judges you.