Starbucks is Looking and Tasting Better

By on January 20, 2007 in Brain Stew with 20 Comments

It was just a few months ago I wrote I was Married to Panera. It’s not because of the Wi-Fi, I bring my own.

Everyone looked forward to gatherings and workshops at Panera U. It had become a cult classic and the environment for business meetings was great as we gathered and worked. Word spread far and wide, from Connecticut to New Mexico and points in between.

When we hold workshops at 6:30 AM, I’m sure the crowd of a dozen or more makes a profitable hour. Often, the workshop breaks up and folks have conveniently setup meetings with others, adding to the tally.

Several weeks ago, I shared with the franchise owner and marketing director how to read feeds when I found this story. They shrugged it off and said if people didn’t like it, they could go to Starbucks. Ouch!

A little over a week ago, my friend and customer Doug Mitchell had a bit of a challenge with "my" Panera. It hurt seeing two parties I love have an out and I alerted the folks at Panera with an email, saying in part:

"…since we share a dilemma, what are we going to do about this?  If my customers – our customers – continue to complain to me about your restaurant, I’ll have little alternative but to find a different place to convene."

No response. Not to Doug. Not to me. What am I to do? That’s easy for me. I’m growing to fond Starbucks, Amici’s, Caribou, Bella Beans, Java G’s, The Village Bean, Friedrichs…but I’m a relationship nut and don’t break them easily. Suggestions anyone?

All I was hoping for was a response to Doug. Instead, all we got was this:

Earsplugged_1

Photo on Flickr by avantard

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  • http://tshalffull.blogspot.com Terry Starbucker

    Mike, even as a Starbucks fan I hope the folks at Panera heed these messages – they need to realize what they might be losing here, which is one of the centers of the blogging universe. What a bummer that would be. We’ll see. All the best.

  • http://www.mitchgroup.com Doug

    Lately, I’ve not encountered a company so seemingly disconnected from its core constituency. Many of us recently have had issues with Dell, Mediacom, Red Robin, Geek Squad, Best Buy, etc…and at LEAST the company acknowledged the customer. The big point here is that we WANT to remain loyal evagelists of bread love. We desire continuity. If there are cracks in your “crust”…Panera needs to move the doomsday clock to poppyseed thrity.

  • http://www.maryschmidt.com Mary Schmidt

    Wow! Another example of why we consultants keep repeating ourselves about marketing and customer service (Dismissive Snark: “I already know that.” Our Answer: “Then why aren’t you doing it?”)
    This is just incredibly stupid! Maybe if you sent them the Jeff Jarvis versus Dell information, they’d get a clue. Since they don’t seem web-savvy (not even Web 1.0) print it all out (including the biz week article) and give it to them. Maybe the sheer poundage of the paper will break through their blind spot.

  • J.D.

    Jeeeeeez… You’d think a place that thrives on WiFi would not want bad stuff about them on the internet. Go to Starbucks indeed! Yikes! Someone needs a new job.

  • http://profile.typekey.com/teddemop/ Ted Demopoulos

    Yow!!
    I’m glad my Panera still rocks! Wish they were closer though.

  • http://www.qaqna.com/ Tom Vander Well

    I mentioned to Doug that I used to be a loyal patron of “Grounds for Celebration”. George not only brews an amazing cup of coffee, but knows how to appreciate his customers. The only thing that kept me away was no wi-fi. I understand they’ve got free wi-fi now. I, for one, will be going back!
    Too bad Panera isn’t listening. The only thing that might change their minds now is a hit to their bottom line. It’s so sad!

  • http://carpefactum.typepad.com Timothy Johnson

    Mike – I’ve said for years that Panera is staffed with WUHOTs (Read my blog if you want to find out what that means). I’ve had so many consistently bad customer experiences at Panera that I’ve lost count. I only go there when sent by my wife or to meet you. If left to my own devices, Starbucks or Caribou are my preferred meeting places. (Actually, the Caribou on Ingersoll would be perfect for our monthly Iowa Blogger Summits.)

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

    The more I look at the picture, the funnier (true?) this story is. Especially considering they watched how to use the tools in order to listen.
    It’s not an issue of folks behind the counter, though that may have what started this – it’s about culture and creating it. Does everyone buy into the brand, or is this a case of the corporate folks being on a different page than their crew.
    Panera is on the verge of Process over People. If so, I hope Process pays the bills. Without the People, what have you got?

  • http://kentblumberg.typepad.com/kent_blumberg/2007/01/how_to_handle_n.html Kent Blumberg

    How to handle negative criticism

    We all receive negative criticism from time to time. Whether it’s our boss, peers, subordinates, customers, spouse, bloggers or professional reviewers, someone is bound to tell us what we might have done better. How do you take it? Are you

  • Adam Steen

    I hate to say it but the only reason I go to the Panera on University is because of the traffic Mike has created. I absolutely dread ordering coffee or anything there because I know I’ll wait too long and have my coffee cup tossed at me. It’s very strange. Oh well, there are plenty of other coffee shops in the world.

  • http://www.StoriesByREL.com Cory Garrison

    I’m right there with you Adam. Sansone has created a buzz for that place. It’s frustrating because half the time the coffee I want is empty (or the half & half) but if you ask for help they act as if they’re being inconvenienced! With a coffee shop on every corner I’m stunned that these conversations remain ignored!

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

    I think all FOM’s (friends of Mike) should avoid Panera for a week…maybe then they will realize how valuable he has been…I would never have gone there all those times if it hadn’t been for his influence.

  • On Influence and Automation

    Blogger: Please Correct your Comment Tab Order

    In the early days of my blog, I was actually on Blogger. Im still a fan of Blogger – with new blog engines coming online every day, I still think Blogger has the easiest interface for new bloggers to get up and running. If Blogger had domain n…

  • http://www.dsmbuzz.com Sherry Borzo

    I think you should migrate your meetings to a locally owned shop. At least then you’ll have the opportunity to talk to an owner rather than a manager or employee.

  • http://www.artdinkin.com Art Dinkin

    Come on, is it that bad? Yes, half the time the hazelnut coffee is out. So what? You just bring it to the counter and they have the fresh one ready. Personally, I detest Starbucks coffee. Way to strong for me. Same thing with Amici. Caribou is not bad coffee, but is there any truth to the rumor that is it owned by Islamic extremists?
    Let’s face it. Panera’s product is not the food or the coffee. It is the atmosphere. It is all of you. It is worth it for me to spend a couple bucks on a coffee and fruit cup knowing that every morning of the week I am going to see people I know. Of course rarely will you see me there for lunch.
    That said, with all the business Mike has brought in, the lack of response is a definite faux pax. Maybe they are still working on a response?

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

    I’m still visiting ‘the campus’ – though not as much as times past. It’s really a culture/training/branding issue I think.
    I love the people, but I question the practice. Process over People will no longer work – especially in a restaurant.

  • Dorthy Hartley

    I’m a manager at Panera Bread. I always want do the best that I can. A customer called me over and asked me to read this blog. I felt horrible after reading it. I’m personally sorry. Please feel free to address me at Panera and tell me when things are not okay. It’s my Job. Plus, I understand that if it were you on my side and I were on yours you would also understand. Not all the time people are perfect however please keep in mind some of us really do care and have feelings for others. We in the store can’t control others actions but we can control our own. Again, I’m truly sorry. Thank You.

  • Adam Steen

    Dorthy,
    Thanks for listening. I get a little frustrated every now and then but I can get over it!
    Great job for your organization!

  • http://www.sayleadershipcoaching.com/talkingstory/2007/01/web_awareness_1.html Talking Story with Say Leadership Coaching

    Web Awareness 101 for the Business Owner

    “A customer called me over and asked me to read this blog. I felt horrible after reading it. I’m personally sorry.” Wow; this is from a conversation at Mike Sansone’s ConverStations, and the best thing every business owner could do

  • http://aldocoffee.com Rich

    Just throwing in for indie coffeehouse and biz owners. If you’re an entrepreneur or small biz, it’s good form to support other small biz/entrepreneurs instead of chains.
    Lose the chains, support your locals. Most will appreciate you MUCH more than any chain can do. Your business can help them add a new staff person or invest in new equipment.
    Your business with a chain goes mostly unnoticed.
    And, in many cases, you’ll get better coffee and food in addition to attention.

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