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the kwokkie diaries: day 16 + double the smile returned

July 11, 2018 , , , , , , , , , , , ,

Day 16: New York. The Butterfly Effect, where a smile begets another double its original size, and twice as heartfelt.

And THE magic moment of my day, amongst many, but THIS was the most poignant for me. It was such a reminder to me of how small a gesture can have such large repercussions of the best sort. That the tiny moments of kindness really do count.

p.s. Pictures today are courtesy of Olive et Gourmando’s Instagram + website. Look them up if you’re in Montreal!

 

The Email: 5th July 2018

Dear Olive et Gourmando,

I wanted to say a big THANK YOU for a wonderful + delicious breakfast yesterday morning, and especially to give thanks + appreciation to the wonderful front of house staff member who looked after yesterday morning’s shift, Wednesday 4th July.

It was ridiculously busy, and she was patient, professional and welcoming despite how much pressure she was under to get everyone seated and inside the cafe.

My apologies I did not get her name, but she was amazing.

I am travelling from Australia, Adelaide, and was recommended this place by friends who had recently travelled through Montreal. I am so glad I came and for me personally, it totally lived up to the recommendation and more, because of the care of your customers.

Keep up the fabulous work and food!

Cheers + thanks,

Annie

 

The Response: 11th July 2018

Dear Annie,

Thank you for writing us such a lovely email! I have to confess that I avoid the feedback inbox, but your message made my day.

It is so wonderful to receive kind and generous feedback such as yours. For the most part, when a client takes time to write, it is to share a complaint rather than give a compliment. Evie, our front of house that morning, was so touched. We’d have you back any day. Please come back and visit us!

While we welcome negative feedback and understand that it’s all part of the job, I won’t lie and say that for sure it’s way more fun to read an email such as yours. It just puts you in a good mood for the day and motivates you to work harder + better, rather than reading all about the negatives when you’re trying to do the right thing by everyone and not let your customers down.

We sill share this with the whole team!

Safe and happy continuing travels, and hope to see you back at O+G one day. We’ll save a table for you, no matter how busy it is! 😉

Sincerely,

Dyan Solomon

Co-owner of Olive et Gourmando, Montreal.

And THAT totally made MY day! 🙂

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