Married to Panera

By on September 4, 2006 in Brain Stew with 21 Comments

Logo_1 I’m married to Panera Bread. The people, the brand, the experience.

While working/eating at Panera today, the manager ran over to make sure I had chicken on my salad. Yep – just like I ordered it, thanks:-) The cashier stood behind the counter and gave me a smile and nod. Nice.

Several minutes later, she came over again. Apparently I was leaning against one of the banners and it was about to fall, the back of my head its target. They’re looking out for my stomach and my head. Thanks again!

It’s unconditional love. How did Panera and I go from a courtship to a marriage.

First sign of unconditional love. Right about this time last year, when summer is winding up, I got super sick. I hadn’t eaten much in two days and "nothing" still sounded best. My wife sneaks out to Panera to get a cinnamon roll and a cup of coffee. One of the managers noticed my absence – poured Cindy a cup of chicken noodle soup to go, added the roll and coffee – all of it on the house. Wow.

Second sign. My turn. A Saturday morning a few weeks later. I get up early (but so do a lot of folks here). Except for the guys working the kitchen, the manager was the only one who showed up – along with a dozen customers. Like a deer in headlights and …(what’s that running down his face…sweat or tears?)…the line of people getting longer fast.

Let’s have some fun…I jump behind the counter and start bagging bagels, giving away strudels and soon we’re all smiling. The manager gets a second wind and even made a few phone calls for help. I get a Panera hat and a new nickname ("Brother Bread")

Since then, I hold most of my business meeting there. I come in and rearrange the furniture for large gatherings like I own the place. But I also pick up garbage from the parking lot on my way in. Hey, if I’m bragging on Panera, it better be sharp, right?

I’m not their best customer. There’s plenty of us. We’ve become a community – a family – on the customer side of the counter. I’m just one of many customer enthusiasts.

And we each have a sense of ownership. Is it because of the bread? Probably not. The coffee? Nope.

It’s about the people, the relationships, the love. We’re the kind of customers you want in your business, yes?

As this Labor Day comes to a close, I’d just like to say thanks to my peeps at Panera. I love you.

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  • http://www.sayleadershipcoaching.com/talkingstory/ Rosa Say

    I enjoyed reading this Mike. So nice to hear about a great relationship a customer has with a business for a change.
    It’s quite simple really. It’s very possible. It’s mostly about nice people being with other nice people and enjoying the experience despite the other trappings of where they happen to be. We all want it. So why do we do each other wrong and end up with something else?
    Just had dinner (now only 7:30pm in Hawaii) and now I’ve got a craving for some good bread. Back to the kitchen,
    Rosa

  • http://moblogsmoproblems.blogspot.com Mack Collier

    Great story Mike, hope other companies are paying attention!

  • http://www.telltenfriends.com Jordan

    I agree. Great to hear about a company who truly deserves some great word of mouth. Not for any kind of gimmick or one-off promotion, but for simply doing a good job of what they do.

  • http://www.bloggingforbusinessbook.com Ted Demopoulos

    Yo Brother Bread,
    I was so happy during last weeks trip to Normal Illinois to find a Panera there! I stopped by nearly daily.
    Think I’ll visit my local Panera tommorrow

  • http://www.converstations.com Mike Sansone

    Very nice! I’ve been away from the computer for most of the last 36 hours, and here on this post the yeast rises and spreads:-)
    >> Rosa, thanks for asking a question that compels us all to do more. I believe that whatever we infect (the contagion we put out) will be what gets reflected back (the contagion of the mirror) to us.
    >> Mack, I hope so too. And while I love Panera (they know it), wouldn’t it be grand if someone from Panera comments on this thread. Is their marketing department as in tune as their bakery?
    >> Hi Jordan, I almost didn’t post this one. Thanks for your comment…it is good to hear good stories and not just the rants.
    >>Ted, Panera can be contagious. Spread the Virus:-)

  • http://www.maryschmidt.com/2006/09/06/engaged-employees-engaged-customers/ Mary’s Blog

    Engaged Employees = Engaged Customers

    Im baffled as to why this is so difficult for companies (of all sizes) to understand. Mike Sansone gives a great personal example of how this fluff stuff works. A little old-fashioned caring goes a very long way.
    For example,…

  • http://www.mpdailyfix.com Ann Handley

    Mike — Nice group hug for Panera. And you didn’t even mention the reason many of us go to Panera…free WiFi. I love Starbucks, but Panera’s WiFi beats pricey T-mobile hands-down.

  • http://www.converstations.com Mike Sansone

    You should’ve seen us today, Ann. We were drafting the taxonomy of web sites on the wall using post-it notes.
    The money we save on Wi-Fi allows us to buy more soups and salads!

  • http://www.meryl.net/blog/ Meryl K. Evans

    Ours closed. :( Was surprised and disappointed. I think Panera picked the right neighborhood, but I guess the neighborhood didn’t live up to its expectations.

  • http://managetochange.typepad.com ann michael

    I have to drive 15 minutes to get to a Panera – I love them too!
    In fact, I had some coffee there last time. It was pretty good. Starbucks watch out – Panera may just be the new gathering place!

  • http://www.converstations.com Mike Sansone

    Ouch Meryl. How can they close a Panera? What’s the next best thing in your area now?

  • http://www.converstations.com Mike Sansone

    Ann – It’s worth every miute, I’m sure. When I’m traveling, part of my preparation is finding the nearest Panera before I leave. Hopefully, we can gather at one someday and breadstorm…brainstorm:-)

  • http://profile.typekey.com/frisco3/ Brian Brown

    I know why you really love Panera…free WiFi.

  • http://tacony.typepad.com/blog/2006/10/more_than_a_bag.html Mine Your Own Business

    More Than a Bagel and a Cup of Coffee

    Mike Sansone posted recently on his ConverStations blog about Panera Bread Company. Panera is a St. Louis based company. In fact, around here their stores are called St. Louis Bread Company. Mike points out their superior customer service and the

  • Dorthy Hartley

    I’m a Manager at Panera Bread. I love the relationships I make daily. I think the fact that I have the gift of meeting awesome people everyday makes my job so much more rewarding to me. Thank you all. Please keep coming to see us.

  • Juan

    Hi I am a huge Panera Bread customer. I usually walk in once or twice a day (you can check my credit card). Today, March 10, 2007, around 8:30am. I walked in the Panera Cafe on Eisenhower in Ann Arbor, MI. I was on the phone, as usual, but I noticed that although I was first in the line, I was not being attended. The employees looked busy so I kept talking on the phone however when someone walked in they would attend him/her. When I complained the lady said that she did not want to interrupt my call. She was highly confrontational and rude to me. That is very unusual, I myself have walked in the Panera and many other stores while talking to someone on my cell (as have numerous customers) yet I have always been attended. Since the employee would look at me and ask me what I want. The bottom line is that I was ignored. Nobody looked at me. Like if I did not exist. Now, I am 6.2 feet tall and I was standing there first. But the difference from the other times is that I was speaking in Spanish on the phone. Mind you, I have always been attended while on the phone. It is only logical, besides I was talking to someone long distance. Today, it was like I did not exist for them. When I called to complain the lady employee was very confrontational and aggressive and hanged up on me. By having one rude employee your company has lost one very loyal customer who always had meetings there and always referred his friends to Panera. From now on I will always tell the people I know how rudely I was treated at your store and that I believe it was racial profiling since I am and look Hispanic and I was speaking in Spanish when I the phone.

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  • http://www.chickenrecipes.net Hungry Vivi

    I totally agree, Panera is great! The staff is amazing, not “cold” like we may be used to see at other places. I love the coffee and the food, but they just have something more :)

  • Anonymous

    Well if you were employed by Panera you may not feel all warm and fuzzy, the Manager may be catering to you but it’s probably because they time on their hands because have no idea how to get their employee’s paid. There’s a bagel baker on the other side of the counter waiting for their paycheck. My son has been employed for 3 months and received 2, count them 2 paychecks. FYI Panera’s paydates are everyother Tuesday. No one can seem to fix the issue, including corporte headquarters in St. Louis. He’s been patient, he’s been kind, but I will never, never, ever step foot in another Panera again and I challenge anyone reading this to think about the folks preparing their bagel and whether or not they are getting paid before you order.

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