Expectations, Disappointment, and the 15-Minute Sandwich
How long does it take to make one stinking breakfast sandwich?
That’s the question that kept running through my mind as I waited and waited while the baristas made pretentious coffee and called out names of their new owners one by one.
I was told by the guy that took my money, that my sandwich would take six or seven minutes. Okay.
10 minutes go by. No sandwich.
“Joseph. Donna. Ozzie.”
No sandwich. No sandwich. No sandwich.
Easily 15 minutes after the hipster millennial-wannabe took my order, my name was finally called and I went to sit down, hungry and irritated.
Looking back now, I chastise myself for getting angry over this First World problem. I mean, what’s the big deal? So I had to wait a little bit for what would turn out to be one of the best breakfast sandwiches I’ve ever had.
The problem was not the wait. The problem was that my expectations were set and then shattered.
Imagine if Johnny Too Cool had looked me in the eye as he gave me back my change and said, “Dude, your sandwich is likely to take a while but I’m going to tell you something right now, dude: It’s going to be one of the best things to ever cross your lips and meet your tongue.” Had that been said, my expectations would’ve been on the quality of the food and not the amount of time it takes to put egg frittata, adagio cheese, and some unknown amazing white sauce-like substance between two pieces of toast.
Make certain that you are clear on your customers’ expectations and they are clear on the delivery date. Then, beat it. By a lot.
Bill Farquharson can be reached at (781) 934-7036 or firstname.lastname@example.org