I love this little mom and pop type ice cream shop with an old-timey feel. They have a prize wheel to spin when you spend $10+ dollars and my kids adore that. They've got trivia nights, games for kids, and a chalkboard wall. I'm pretty sure my kids could spend all day there. Almost every visit has been beyond our expectations and has had excellent customer service.
To the owner- today was our first less than stellar experience. While we still had friendly service, it was a bit thoughtless and gross. I brought my mom with me and she ordered her's on a sugar cone. The bottom of the cone is what my mom lives for, and ice cream is a rare treat for her.
The employee serving us (a young female) did great with all our orders but really biffed it on the last one. She dropped the scoop of ice cream onto the dividers and used her fingers to help put it back into the scoop. When the cone made it to my mom, it was upside down, in a cup. She said, "Sorry, your cone broke." My mom and I both made a puzzled wth faces but she just rang us up. My mom was too embarrassed to ask for a new one.
I just wanted to let you know so you can address your policies on this across the board with your employees. I don't want to see this happen to the wrong person and get a bad review for an otherwise amazing ice cream spot.