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November 28, 2006
Bruegger's is listening! I am a fan now...
(Posted by francois to: best practices | blogging | customer service | marketing )
As many of you will have noticed, I have had my fair share of mishaps with my local Bruegger's. The last time I wrote about my experiences, Scott Hughes, the VP of marketing posted a comment on my blog asking for more information so that they could address the problem.
We went back and forth on email a few times and then two weeks ago I noticed that they put a new general manager in charge of the store. Not only has the service improved considerably, the whole mood of the store has brightened somehow. And then yesterday I get an email from Scott to inform me that they had made some management changes at the store and asking for my business, saying: "I hope you give us another opportunity."
WOW - Scott thank you for listening! You just turned me into a big Bruegger's fan!
And btw - your new Ciabatta's are great too!
[Tags: bruegger's customer service bagels]
Posted by francois at November 28, 2006 8:01 AM | Bookmark This
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Comments
So how does this work, exactly? If an irate customer from each store around the country takes the time to complain, that customer's store -- and that one alone -- gets fixed?
I've had the exact same experience several times at my local Bruegger's, most recently this morning. It's 10:00 am Sunday morning, and I went to Bruegger's expecting to buy some plain, poppy, sesame, and everything bagels. They had zero sesame, zero poppy, and -- most mind-boggling of all -- zero plain bagels! When was the last time you went to McDonald's, only to be turned away because they were out of hamburgers?
Posted by: Jean at December 3, 2006 10:21 AM
