“Oops” – No More Panera?

By on October 12, 2006 in Brain Stew with 4 Comments

Good thing I’m Married to Panera. Otherwise, they’d have lost a customer today.

I’ve worn many hats, including restaurant and retail management. If our schedule says we open at 6:00 a.m. – that meant we were ready to serve at 6:00 a.m. – not "let’s open the doors and finish getting ready later."

At the same time, I’ve felt the pressure of someone getting to my door five minutes early. Because of those experiences, I always made sure I was ready to serve … ten minutes early.

I also make sure I never approach Panera five minutes early (it’s a love thing).

This morning at 6:03, temps around 30 degrees before you factor in the wind, I knocked on the door and immediately got heated up.

The manager on duty – the manager! – threw hands up in the air, shook her head, said something in disgust…then looked at her watch to see it was past 6:00 a.m. – "Oops"

What? Did I interrupt your day? If you don’t want to be there, go home.

Is customer service something you consider only when the doors are open? Are you having a conversation about your customer behind closed doors thinking they don’t see you or hear you?

Like I said, it’s a good thing I’m Married to Panera – otherwise…

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  • http://www.delaneykirk.com Delaney J. Kirk

    Does this mean the honeymoon is over?

  • http://profile.typekey.com/annvmichael/ Ann Michael

    Ah – but if that behaviour becomes more than just a blip on the radar (and if something just as good or better shows up) you might consider a separation, divorce, or even an all out annulment!

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

    Delaney:-) Still in love with Panera – but see Ann’s comment. Caribou is right up the street. And since I bring my own wi-fi…
    —
    Ann:-) That’s a tough one (even though it brings a smile) because I’ve pretty much branded myself with Panera. But ya never know. It’s not really a marriage, right? (:::thinkin’:::)

  • http://www.OwnYourBrand.com Michael Wagner

    Mike – was there a prenup?
    Expectations are always being formed, reformed or abandoned about a brand.
    Hope they made it up to you. Something like…”we’ll bring coffee to your door for a week each morning. Just don’t leave!”
    Sorry, being a bit dramatic. Grin.

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