Foods That Break Trust
Consistency is what I expect when buying prepared food.
When I first tried a local burrito here in Vancouver, I was blown away at the flavour and mixture of textures in it.
Plus, it was vegan, which is a rarity to find good take-out.
Then, when I had it again a few weeks later, it was slightly different. Not as crispy, felt a bit dry, was something missing? Maybe different staff that night. No big deal.
Then, another time, I'll give it another shot. To my surprise, still dry, not enough of the chick'n inside and the flavour wasn't as equally spread out. Disappointing.
Finally, I had it again last night, last try. As I brought the burritos home, my gf cut them in half and asked me if they were both the same... The quantities were all off, very spicy in some bites, and others were extremely dry.
Trust officially broken.
Consistent food quality and quantity is essential for die-hard fans.
If food misses, it breaks the connection with your customer.
Having built a dumpling business in Montreal a few years back, me and my partner were diligent in our recipes and consistency. We knew our customers had cravings and wanted to deliver the same flavours and textures every time.
And this became one of the reasons why customers would buy 4-5 times from us within a span of 2-3 months of knowing us and they shared about our food to their friends and family. Was not by mistake.
Systems rule.