In September, I had a bad experience with a worker at Dunkin Donuts. I paid for a twisted bagel that I asked to be sliced in half with a cream cheese spread. The worker told me twice that she would not cut the bagel because she said it was too hard for her to do. I was shocked that she yelled this at me and in front of others. I told her since that is what I paid for that she is suppose to comply with my request. Again, she said no. The other woman that took my order sliced my bagel as desired and apologized for the other worker.
I was extremely mad that I went straight to my computer to the company website and complained. Then I filled out a satisfaction survey where I complained again. Remarkably within 6 days, I received a call and an email from the franchise owner who continuously apologized for that rudeness of the worker and offered me a free meal and asked for me to continue my business with his location. Due to his approach, I stated I would return. When I did, the franchise owner was actually there. This was great because he was able to speak to me directly, apologizing again and he handled my order personally.
I was pleased with him and made the decision to continue to return to that location in the future. Sometimes management doesn't always behave so nicely ensuring that I know how customer satisfaction is important to management. He could have easily done nothing but understood the importance of the situation. The owner said he reprimanded the worker who was there when I returned and told me that I should never have had such an experience and I should not in the future from any of his employees.
I think my acceptance of his apology and pleasant demeanor aided in our positive encounter. I always believe that it is management's responsibility to ensure each customer has a positive experience when they patronize their establishment. It's good that there are managers that believe the same.
