As we were baking Awin's cakes tonite, we realised that Mama's Cheesecake truly believes in one thing....that is 'Personal Satisfaction = Customer Satisfaction'...find out how we discovered this....
The 're-imaged' Chocolate Moist Cake is supposed to be 'shorter' or 'thinner'...or whatever it is called to denote the 'height' of the cake. This evolution was undertaken after taking into consideration our loyal customers' feedbacks and our own R&D where both mainly concludes that our Chocolate Moist Cake will have its 'signature' and will be enjoyed better when its size is in between a 'mudcake' and a 'brownie'.
We did a trial-bake and were very happy with the 'shorter'/'thinner' 're-imaged' cake. Then came the real-thing...Awin's order....a real customer with real perspectives. Immediately we got into the customer's shoes and what first came to our mind really surprised us.....we do not want to give her a cake that looks like the trial-bake!!! The cake was 'thin' that it did not look appetizing...and this is very important especially to a customer like Awin whom is 7-month pregnant!!
Immediately, hubby and I re-set the 'manufacturing strategy'. Our main driver was to make the cake 'thick' enough that it does not turn-off a customer at the first look (especially a pregnant customer!) and at the same time ensuring the 'thickness' does not defy the feedback given by our loyal customers previously. We were very lucky that just before midnight, the first cake that came out of the 'improved' manufacturing strategy, looked perfectly appetizing and tastes exquisitely delicious!! Hurray!!!
The 'improved' manufacturing strategy definitely meant putting in more ingredients and pushing up our cost base which means pushing down our margin. But are we too worried about this? No!! Why? Because we believe when we put quality ahead of all these numbers, the rest will settle on its own and most importantly the customer is satisfied. Are we satisfied? Definitely!!