A while back, a friend recommended a pastry shop in town and I decided to indulge my sweet tooth. First thing that struck me was that their customer care isn’t great. I remember the first time I visited and ordered for two muffins. I didn’t know where I was supposed to pay because there wasn’t a checkout counter or anything and so I asked the clerk who had served me and she just extended her palm out to me, without saying a word. I had a Rwf5,000 note and she took the longest time to give me my change, as if to “punish” me for buying only two muffins! Another time, I saw a variety of cookies and thought I’d get some for my neighbour’s kids who’re home for holidays. It took me a while to make my mind up on which flavor to take; I was torn between the butter cookies and the chocolate topped ones. Looking up, I could tell that the same clerk who had attended to me the first time looked impatient. Normally, I would have asked her opinion, the same way you ask sales people about a product. I decided against that though because she still had that cold expression. I ended up buying both. When I next visited, they had listed the prices of the pastries, which I thought was a good idea since we previously had to point at whatever we wanted and you got the feeling that you were wearing the wait staff out. This time, I asked the lady to get me croissants. A pair goes for Rwf2,000 and I was sure I had the money, only to count it out and realize I was Rwf300 short. I must have mistakenly left some coins home. I apologized to the clerk and told her about my dilemma but she seemed uninterested. There were a few customers waiting to be served and it was one of those embarrassing things you wish never happen to you. I thought about asking her to let me take both croissants since she had already packed them. I had the money, just not right there and all she had to do was trust that I would pay up the following day. However, I didn’t bother to ask because I knew she’d say no. Instead, I asked her to remove one croissant so I could take only what I could afford to pay for. She sighed, that loud sigh people let out when they are frustrated with something or someone and I could tell she was wondering what I, a broke woman, was doing ordering things I couldn’t pay for. Days later, I was still embarrassed about the incident and had there been a second branch elsewhere, I would have switched and gone there instead of returning to the one in town. Sure enough, the next time I went over, the girl hesitated when I told her what I wanted, as if to say, “Do you have enough money this time?” Of course I got mad and waved the notes to confirm I did. The way I see it, she must have talked about the earlier incident with her colleagues and now every time I go, I feel uncomfortable. I told my friend who recommended the shop about all the drama and she advised me to just ignore her. I wish they had a delivery service so I wouldn’t have to face her but they don’t, so I guess I have no choice but to keep going because the snacks are really delicious. Maybe with time, the two of us will become good friends.
