Customers First

Would you believe that most consumers are generally honest? It’s not only true, it’s logical. If most consumers were liars or thieves, restaurants and retailers would simply close their doors.

So with this in mind, why do some establishments still treat customers as if they’re ‘guilty before proven innocent?’

On January 19 I had the opportunity to test my wife’s notion that this DD would without reservation take my story to heart and refund or credit me the cost of the breakfast sandwich from January 5 (see entry below this one)

Ah, delusions of grandeur.

The gentleman, who listened to my story, essentially said “unless you have a receipt or THE SANDWICH, there’s nothing I can do.”

“Nothing I can do” – a statement that not only tells a customer, “please take your money elsewhere,” it says in this case, “I am calling you a liar and have no training in how to treat customers.”

This employee would rather insult and give incentive for a customer to tell others (average of 10 people) about this poor experience to justify his disbelief in my story, versus letting go of his pride (in thinking I was just another customer out to rip-off DD for $3.95) and unabashedly say “we’re sorry for any inconvenience, how about we make this order on us?”

What a difference! Even if I was a lying, cheating customer how much would the DD lose? Roughly $3.95, once. The horror! And this price is just for the breakfast sandwich!

But due to the actual manner in which I was treated, how much will this DD lose? My $2.00 - $5.00 (depending if I get a combo or just coffee) 4 times a month = $8.00 - $20.00 per month.

Now, how much could they lose? Well if I tell just the average of 10 people (could it be more?) and these 10 decide to avoid this DD. Using a large coffee pruchase for each of the ten people: $2.00 x 10 = $20.00 x 4 times per month = $80.00 per month.

Obviously there are many other factors involved in this calculation. But you get the point. If I were lying about this breakfast sandwich, would I spend so much time telling others or would I keep quiet knowing I stole $3.95?

What do you do when this happens to you?

What advice would you give Dunkin’ Donuts or at least this franchisee (because we all know corporate DD will never listen to you or act appropriately!)?

On Saturday, January 5 I was headed east bound on the Mass Pike from exit 13 in Natick.

I stopped by the Dunkin’ Donuts at the rest area.  I ordered an egg sandwich. The employee did not have a command of the English language and I ended up with an “egg sandwich” with no egg, even after I repeated myself 3 times.

I was hungry and very disappointed that once again, due to business owners hiring people without a command of the English language (odd this phenomenon too, as US law states that to become a citizen one must have a command of the English language,  hmm).

I did not eat the sandwich. I planned to save it and bring it back. But since I do not commute on the Pike, I visit this DD perhaps 4 times a month. So my wife logically indicated that the DD should in all likelihood, believe your story next time I stop there…and to get that “sandwich” out of the house! And why not? When she gets food that is bad, etc. from Trader Joes or Whole Foods, this return method works perfectly for her!

So out went the so-called breakfast sandwich.

What would you have done?

The problem with Panera Bread is that I usually want to eat the sandwich faster than I can chew.  Today, was no exception.

Service was efficient; Pedro actually spoke and understood English and smiled at the people who pay his salary. Nice work Pedro!

Have I mentioned how good the food is yet?

Can I get a franchise right in my neighborhood? We have an abandoned house we could let out…come on! Please?

What have you to say about Panera Bread?