Council & Associates - August 2018

Chroniclescl COUNCIL

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AUGUST 2018

A LOT OF THE SKILLS I LEARNED AT BASKIN

THE VALUE OF Customer Service

ROBBINS HAVE AN EFFECT ON ME TO THIS DAY. MORE THAN ANYTHING ELSE, THAT JOB TAUGHT ME THE VALUE OF CUSTOMER SERVICE. ”

WHAT I LEARNED FROM BASKIN ROBBINS

I

‘ve always been a self-proclaimed busybody. I got my first job when I was in high school. Most parents

no longer sell it to a customer, and we weren’t about to throw away a perfectly good cake just because it had a few less-than-perfect icing flowers or a spelling mistake. Instead, we’d get to eat the “mistake cakes,” which was all the incentive we needed to have the occasional mishap … especially when the cake had Pralines ‘N Cream in it. A lot of the skills I learned at Baskin Robbins have an effect on me to this day. More than anything else, that job taught me the value of customer service. We had plenty of regular customers, and I can’t tell you how happy they were when I remembered their order. Whenever I would see a frequent customer, I’d be sure to greet them the second they walked in. “Welcome back, Mr. Smith,” I’d say. “I know exactly what you

want.” By the time the customer made it to the register, their preferred item would be there waiting for them. That might not seem like a big deal, but it made a big difference. Seeing the smiles on customers’ faces helped me realize just how important friendly, reliable service can be. You can buy Baskin Robbins ice cream from hundreds of places. In fact, it’s a whole lot cheaper to buy a pint and scoop it yourself. So it wasn’t the savings or some exclusive flavor that kept our customers coming back. It was the service that they received. They didn’t just want the ice cream — they wanted the experience of buying it at our shop. Today, I still strive to replicate the experience the “Mr. Smiths” of the world had at Baskin Robbins when I was an employee. I want all of my clients to know that they are working with attorneys who care about getting to know them, learning about their lives, and delivering not just exceptional results, but exceptional service.

would probably thank their lucky stars to have a daughter who actively wanted to start working, but my folks were a little confused. I was a busy student, a cheerleader, and I was involved in a number of extracurricular activities. “You know,” they told me, “you don’t have to work.”

“I appreciate you saying that,” I replied, “but I really want to have a job.”

My first job was nothing glamorous. I worked at Baskin Robbins, serving customers and decorating cakes. I can tell you from experience that there are indeed 31 flavors, but it’s probably been too long for me to list them all. What I can tell you is that my favorite flavor was Pralines ‘N Cream! Working at Baskin Robbins might not sound like a dream job, but it was definitely a dream first job. I mastered my scooping technique, which is Instagram-worthy to this day, while learning to decorate cakes. I have to confess, we would occasionally mess up cakes on purpose. Once a cake was flubbed, we could

–Lashonda Council- Rogers, Esq.

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