5 stars for product quality; zero stars for service! Service matters, people…read more
As someone with a severe love of cheese and a severe problem digesting cow's milk, I was so excited to sample the two beautiful goat cheeses on display at today's PSU farmers market. I've read online about the owner's love for her goats and for quality, rustic, French cheeses, and have been totally impressed. What I experienced today at the market was incredible goat's milk cheese and barely-not-hostile interpersonal interaction.
Perhaps the purveyor (who I believe to be Carine Goldin, the owner of this small business) was having a difficult day, has an angry-looking default face, or thought I smelled funny. Maybe I had an inaccurate perception of the situation. I would be more than relieved to hear any of these is the case; in fact, I just might try going back another week and sampling to see if my experience is any different.
Whatever the reason, I walked up, smiled, took a sample, and received a stare of death. I smiled again, made yummy noises, and asked "What's this cheese similar to?" as it reminded me of something I've tasted before. With the barest change of expression (from mildly unhappy to moderately annoyed), she replied with a short explanation of the process, saying "So I don't think it's similar to anything." Okay, no problem. I tasted the other cheese, picked up a wrapped-for-sale block, and asked how much it was. She weighed it, told me, and began to put a label on it. I decided I might want to buy some produce before buying an "extra" like cheese, and told her, "Oh, I don't think I want it - but thank you." Another total stare of death, and she turned away from me. I started to leave, but walked back and asked, "Excuse me, ma'am, but have I done something to upset you?"
"What? No," she replied. "I'm just putting a label on this."
"Oh, okay. You seemed upset, so I thought I would check," I said.
"I thought you said you didn't want it!" she replied.
"Yes, that's right. Thank you," I said, and walked away.
Now, maybe she had been sampling cheese all morning to folks who didn't intend to buy anything. Maybe I look young and poor, and not worthy of any sales effort (though the damn cheese sells itself). Maybe I accidentally looked at her with a stink-eye (though I am in the smiley-happy customer service business, and doubt it). Maybe she had no idea she was making that face. But I, and many others, care about friendly service. I will walk away from a beautiful product that I WANT, in order to do business with someone who wants ME. I will spend more money for that experience.
I write this lengthy screed mostly because today's experience with Goldin Artisan Goat Cheese made me sad, and I'd like the owner to know how far a friendly smile and willingness to converse (especially when there was no one else at her booth) could take her business. If the rest of her cheese is as delightful as the two varieties I tasted today, I will happily be a customer for life; shoot, I will even intern with her and put a friendly face on her lovely business, in exchange for cheese - except wait, no, she hates me. So never mind. Too bad for me, too bad for her.