Service Review: Brown House Bakery

A quick scan of the website for the Brown House Bakery is enough to send your salivary glands into overdrive.

But the pleasure of this wonderful New Hampshire bakery is that their customer service is every bit as enjoyable as their incredible brownies, cookies, & cakes.

For being so organized in other areas of my life, I’m always scrambling for birthday gifts at the last second. So I’m often that pain-in-the-butt customer who calls a business and asks if it can deliver its wares in ludicrously short periods of time.

For my dad’s recent birthday, I found myself in the usual bind. It was Tuesday afternoon. His birthday was on Friday. I hadn’t done anything. He lives in New Jersey. Trouble.

With guilt quickening my online search, I stumbled upon the Brown House Bakery’s website and immediately knew that my dad would love their food.

But could they get something there in time?

I called and spoke to Cheryl and explained my time crunch, not expecting much sympathy.

Cheryl was delightful. She was scheduled to bake the item I wanted later that afternoon, and she worried that it wouldn’t arrive in time.

So she offered to send my dad an assortment of other items that she already had prepared.

As I later learned, she included many different treats, and individually wrapped and labeled them all.

And even though my order required this additional work (and last-second work, at that), she still charged me as if I had ordered a single item.

Best of all, her urgency to help me out resulted in my dad’s goodie box arriving on Thursday, a whole day early.

Cheryl, you are the personification of excellent customer service for over-delivering to please an anonymous, late-planning customer like me. Thank you!

This experience: 5 Magnets