We just have to realize that some customers will never be good customers.

They take advantage of our generosity because hey, times are tough, and we’re supposed to bend over backwards for the sale because then, if we do, they’ll tell people how much we did and wasn’t that sooooo nice of us? And besides, don’t we always talk about how social media is about generosity? About giving of yourself to the community? And about how generosity itself is a business model?

Yes, we will go out of our way for you. Yes, we hope you like what we do for you so much that you’ll tell people about what we can do for them. And yes, it is about generosity.

But it should work both ways. Aren’t our customers part of that community too?

So when we’re generous with you, we expect a little generosity in return. At the very least a little fairness.

Is that too much to ask? What do you think?

On November 5, I published this post about The Red Elephant’s Manager, Jeff Hanson, going out of his way to please a long-time customer (me).

The next day, at 11:30am, just moments before our Conversation Friday guests began arriving, Brandon (pictured at right) showed up at The Conversation Factory. He held out a brown bag, and said he was from Uptown Cafe. He said Fred Tedio had seen my post from the day before and wanted me to see how his Chicken Salad Wrap compared.

I laughed. Not only did Fred send the wrap, he posted a photo of the sandwich on my Facebook wall with the note:

Mike – Please enjoy our Uptown Cafe Chutney Chicken Salad Wrap. We’ve been making it from scratch for over 15 years and have many customers say it’s the best in town. You be the judge.

It was a good wrap, but I’m not here to judge food, I’m here to report on how Fred used social media to make something happen. He saw an opportunity on his Facebook news feed and took it.

What Fred did became part of our Conversation Friday discussion.

Three of us at the session tried the wrap, and agreed  it was tasty, but it wasn’t as important as the gesture itself (there’s certainly a lesson in that statement alone). I explained how I met Fred at the Tallahassee Chamber’s Annual Conference in August; how he prepared and delivered the sandwiches at our first Conversation Friday; and how I’ve become a fan of his smoked salmon with apricot glaze. I’m almost 100% sure that Fred Tedio and Uptown Cafe gained three new fans on Friday (and one blog post today). Although the wrap was very good, the gesture was infinitely more powerful.

All from seeing a post on Facebook, and responding in a timely and appropriate fashion.

Well done, Fred. Well done.

When I took my first bite, I chalked it off to kitchen having an off night — which is unheard of at The Red Elephant Pizza and Grill. When I returned three weeks later, the result was the same. Crestfallen, I asked our waitress if she wouldn’t mind getting the manager (my wife always loves when I do this).

It wasn’t 30 seconds before Jeff Hanson, General Manager (pictured above), appeared, introduced himself and asked how he could help us. Pushing back a tear, I asked what was up with the chicken salad?

Apparently, the original chicken salad recipe had been getting some disheartening reviews from customers. Now, it was gone. The tarragon and walnuts had been evicted, only to be replaced by grape halves. My chicken salad wrap had been transformed into something that no longer compared.

Noting my disappointment, Jeff quickly said, “Tell you what, next time you come in, call me fifteen minutes before and I’ll make it for you the old way.”

I heard angels sing, and an elephant trumpet. Jeff seemed to bask in a heavenly glow.

Over the next couple of months, I visited with my daughter and wife but didn’t bother asking Jeff to make good on his offer. After all, who wants be that annoying customer? (My wife, however, will tell you that I am, and she would love telling you this).

Last week, I went for it. I called ahead and spoke to the Manager, Jeri Render. I explained the “situation” and she said, hold on, let me get Jeff. She got back on the phone about three seconds later and said, “Jeff says come on over.”

Fifteen minutes later, I was sitting with my daughter, enjoying the original chicken salad wrap recipe our waitress, Trish, had brought over. It was perfect. Better than perfect, actually. It was made just for me, by the fearless leader of a fun-loving group of people who seem to always be going the extra mile.

The Red Elephant Pizza and Grill became our family’s go-to restaurant since we moved to the Northeast side of Tallahassee. When we’re in no mood to crank up the stove, our 3 year-old daughter stills get her grilled-cheese-and-fries, my wife her single serving pizza, and me, well, since there’s no more tarragon or walnuts, I go for the grilled mahi mahi. When you’re there, you can always count on the food being hot, the atmosphere being fun, the music being funky, and the staff being unforgettable.

I’m a fan. What about you?