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A Simple Equation for Customer Satisfaction using the restaurant variable Black Walnut Cafe

May 3, 2009

Suppose Person A goes to a restaurant and orders two (2) breakfast burritos, bacon, and pancakes for Persons B and C and a quiche for themselves (Person A). The food arrives and Person A takes the order to go. Upon arriving at home, Person A discovers that only the food for Persons B and C were put in transit.

The Question: With a restaurant variable of Black Walnut Cafe, how does the restaurant ensure that the satisfaction of Person A (Exhibit A) as it is now…

Exhibit A

Exhibit A

reaches the level of satisfaction of Persons B and C (Exhibit B)…

Exhibit B

Exhibit B

despite Person A making the extra trip?

The Answer: Exhibit C…

Exhibit C

Exhibit C

and, of course, Exhibit D.

Exhibit D

Exhibit D

Exhibit C is what is called a complimentary Blackout cake covered in smooth, creamy cream cheese sauce. Now ask me, Person A, did I mind making the extra trip out? (Looks at the half a slice remaining despite having THREE people make a go of it.) No. No I do not.

We’ve been regular customers of the Black Walnut Cafe for about two years and go there one to two times a month because while all the dishes are fantastic, there are a few that call to us. This is the first time that anything has not been spot on with our orders (take out or otherwise); so, really, 0 out of 60 is an unheard of tally for any restaurant. (Yeah, I put a zero. Look at Exhibit C! Look at it!! I’m calling it more than even. I’m calling myself satisfied.)

If you are in The Woodlands, Texas, go to The Black Walnut Cafe. Just remember if you want a quiche you have to get there before 10 am to be sure that you can get what you want. After 11 am, there may not be ANY left.

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