Customer service

Panera has good coffee. I'm particularly fond of their hazelnut brew. I like the fact that there are unlimited refills (cuz I can drink a lot of coffee). But I've not been real fond of the means in which they replace their empty pots. The staff often come out with two the big pots in tow, one in each arm, and put them on the floor before removing the empty pots. Kinda gross....no, very gross! There is a 'contact us' section on Panera's website so I thought I'd raise my concern.

I wrote

Time and time again when I see the empty coffee containers changed out the person who is doing it sets the full coffee container on the floor while they're lifting the empty one off the cabinet where they sit for public consumption. This seems like a huge health department violation to me. Why is this allowed to happen? Why aren't staff trained not do this? It seems incredibly insanitary.

It seemed to me like this may be something they'd want to know about and probably discontinue the practice of doing.

I was surprise to have a response from them the very next day. They wrote....

Dear Bob,

Thank you for contacting Panera Bread regarding the coffee containers. Because of the limited space at the coffee area, the containers may have to be placed on the floor while changing them out. It is not a health violation because the only part of the container touching the floor is the base. I have forwarded your comments to the bakery-café for review.

Thank you again, and we hope that you continue to enjoy Panera Bread.

Sincerely,

It was not the response I'd expected.

I've been tuned in recently to the need to give a complete and accurate response to requests that are made of me. Though I may have thought things through, I haven't done the best job in articulating the complete picture. I've become extremely sensitive to this deficiency in myself and am taking steps to overcome this shortfall in myself. You can be much more helpful when you go full circle and propose a resolution if it's needed.

I think this newly found sensitivity in my prompted my follow up to Panera's response

I replied.....

I'm quite surprised by your response and it's reflection on customers service and perception of the Panera restaurant on Main Street in Mishawaka Indiana.

Can you honestly tell that it doesn't give a less than sanitary appearance to the customer standing in line or seated in the restaurant when your workers come out and put the coffee pots on the floor. I wouldn't expect them to put my food tray on the floor before they served my bagel to me. The food isn't touching the floor so does that make that ok too. NOT!

Perhaps a cart could be used to bring the coffee pots to and from the designated coffee area or I understand the restaurant on Main is up for a remodel...maybe the coffee area should be redesigned.

I have to say that I didn't find your response to be very customer focused nor customer friendly. Your response was all about your worker. I believe the saying is the "customer is always right." I'm not saying I have all of the answers but I certainly wouldn't have responded the way that you did.

.....to be continued.