Papa Johns

Fast Food – Customer Service Done Right

If  you read my recent post “Beware O0ps Pricing” you will see how Papa John’s Pizza failed miserably to do customer service.  So it is with great pleasure I get to give kudos to Jack-in-the-Box.  This last week I took a break from my normal home-packed sandwich to get a guilt pleasure.  In this case it was a Jack-in-the-Box Sirloin Burger. 

Sadly it was terrible.  I don’t remember them being terrible, but this one was badly made with too much sauce, a meat patty that was falling apart, and sad bit-o-lettuce.

A few hours later, I got a call!!

It was so bad, when got back to my desk I filled out a feedback form on the Jack-in-the-Box website.  I gave them an email address and phone number and told them how bad the burger was.  I figured that was it, maybe someone would read it.  I might even get a “We’re Sorry” email.  However! a few hours later, I got a call!!  Someone has the job to read those feedback forms as soon as they come in and contact the customer.  The result was they wanted details on why the burger was bad, and then offered to send me a coupon so I could try one again in them.

It’s not that hard people!  Papa John’s had people staffing the phones, just no process to take care of the customer.  Jack-in-the-Box has the process in place and clearly showed they value their customers more than saving a buck or two.  Good Job Jack!!

Beware “Oops! Sorry” Pricing

I am not giant on conspiracy theories.  I tend to think that most of what happens that is bad is the organic result of humans being part of the process.  As a matter of fact there are times that I would find a grand, global conspiracy a bit comforting, because it might mean someone knows how to keep the whole “thing” from melting down, falling apart or just not reaching the worst case.

However, I am a firm believer in watching for patterns.  Is is possible that 90% of the programmers writing computer systems that manage inventory and pricing them accidentally only put in bugs that charge me more?  Could be, but I doubt it.  How often do you get a better price at the check-out scanner than was posted on the shelf?  How often does an error save you money on your utility bill, vs charge overcharge you? Continue reading