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Showing posts from August, 2016

Exceeding Customer Expectations

Yesterday I bought some sardines from a local fish market near where I live in Portugal every summer. The lady selling the fish had a display of sardines in front of a box of them. I felt one or two of the sardines in front of the box to test how fresh they were. The stiffer they are, the better. The flavour of fish changes dramatically after a day or so. These were fresh. They were also large and plump (not like the pathetic version we see in the UK). I asked for 2 kilos (enough for 10 people we were entertaining at the villa that evening). Instead of picking the fresh sardines on display, she picked them from the box. I assumed they would be the same. But when I got home and started to prepare them, I discovered that the ones she had sold me were a couple of days older than the ones on display. She had deliberately deceived me, and presumably all her customers until she had emptied her box and then had to sell her display fish.

A couple of years ago I was in a French market. Spying …