Caribou Coffee and Customer Service

After my brutal experience with Delta Airlines losing my firearm, I had achieved my fill of shoddy big-company customer service.  Hence, when I arrived at my local Caribou for my pre-ordered coffee which I got 2-3 times every week and found it not there waiting for me, I was more sensitive than usual.  

The reason why I pre-ordered was that I just want to pick up my black brew coffee without waiting for a long line of lattes and foo-foo drinks.  Yet, this morning my usual waiting order was missing - likely picked up inadvertently by an inattentive patron.  I was fired up to complain, but found the line too daunting and my work start time too near.

I departed, fired up like I slammed a triple espresso.  

I found my way to work and penned off a quick note to Caribou's customer service, demanding a refund.  Truth be told, I was spoiling for a fight.  I had it, and woe be to the customer service rep that chose to hide behind their corporate policy of "apologize, but don't give an inch."  I couldn't wait to get into it.

Instead, this is what I received:

Hi Yellowdog,

Thank you for contacting us.  Our apologies to you for the disappointment with your mobile app-order ahead order.  

We have refunded $2.60 to your account.  Your current balance is now:  $61.92.  

We have also added an any size coffee of the day perk to your Caribou Perks account for you to enjoy.  (perk expires 2/6/20)

If you have questions or need further assistance, please do not hesitate to call Customer Support at 1.888.227.426 select OPTION #4. Our phones are open Monday to Friday from 8:00am to 4:00pm Central Time.

Thank you for choosing Caribou Coffee!

Doris/Caribou Coffee Customer Relations
1.888.CARIBOU | 1.888.227.4268-Option #4
Monday to Friday from 8:00am to 4:00pm Central Time.

If Delta Airlines ever needs to hire some customer service agents, I know where they can find some...

World's Biggest Brands Over Time

This is fascinating:



Sorry, Gillette...

Leadership and the Dancing Guy

The premise on this video is a bit of a stretch, but it is still a very interesting view in human behavior that's been captured in this short snippet.

It's kind of amazing when you really think of it.


Now consider what would happen if the behavior being modeled was one that helped others, or made life better.  How do we light a fire to those activities?

McDonald's Menu a Liability, or an Opportunity?

A recent article in the Wall Street Journal. decries the state of McDonald's menu as hurting the franchise.  New menu items, particularly the McWrap, are ordered too infrequently, and when they are ordered, are difficult to assemble and slow up the kitchen's efficiency.

Here is the problem - menu items like the McWrap and the premium salads are just about the only menu items McDonald's has that have a calorie count that is not off the charts.  For example, a sweet chili grilled chicken wrap has 380 calories, and a bacon ranch salad with grilled chicken has 280.  Hence, when I'm on a road trip, I always look for a McDonald's because I know I can get something fast that isn't obscene from a caloric standpoint.  Likewise, I eat McDonald's for lunch at least once a week.

These less popular items are not only calorie friendly, but they're also damned tasty.  Unfortunately, they're not tasty enough to get the masses to choose them over 500+ calorie cheeseburgers (never mind the fries).  So the debate rages as to what McDonald's needs to do to right the ship.  They need efficiency and profits.  But I also believe that breadth of offering does provide incremental business, as if they remove their lower calorie offerings, I'll move my business elsewhere.

And I can't believe that I'd be the only one to do so.

Tread carefully, McDonald's.  I don't envy your path.

Badmouthing the Customer

I'm quickly losing patience for those leaders in organizations that badmouth their customers.  I've never in my career understood why an executive in a company would make fun of their customer, or allow such folly to occur in the first place.

Perhaps it is because they are that elitist, and view their common customer as beneath them.  Perhaps there is something Freudian going on where they feel the need to hate the one they need to love.   Maybe they do it as minimizing people can make one feel superior.  I truly don't know the answer.  What I do know is that the customer is a given business' meal ticket - the company, employees, and all of those pay checks don't exist without the customer.  And I don't care if they might be uneducated, fat, rubes, ignorant, backward, simple or whatever, if they're the ones responsible for putting food on the table and a roof over the head, these people are worthy of support and honor.

It's simple, isn't it?  Business 101.

Makes you wonder who is truly the ignorant one.

Fascinating Study on Restaurant Patrons

Recently, a restaurant in NYC was seeing bad reviews for service, and wondered what was going on.  They felt they hadn't changed appreciably, and had been a very popular place for many tourists and locals alike.  Fortunately for them, they had access to video surveillance from back in 2004, and could see what, if anything, was happening.  

This is what they found:

2004:

Customers walk in.

They gets seated and are given menus, out of 45 customers 3 request to be seated elsewhere.

Customers on average spend 8 minutes before closing the menu to show they are ready to order.

Waiters shows up almost instantly takes the order.

Food starts getting delivered within 6 minutes, obviously the more complex items take way longer.

Out of 45 customers 2 sent items back that where too cold we assume (given they were not steak we assume they wanted the item heated up more).

Waiters keep an eye out for their tables so they can respond quickly if the customer needs something.

Customers are done, check delivered, and within 5 minutes they leave.

Average time from start to finish: 1:05

2014:
Customers walk in.

Customers get seated and is given menus, out of 45 customers 18 requested to be seated elsewhere.

Before even opening the menu they take their phones out, some are taking photos while others are simply doing something else on their phone (sorry we have no clue what they are doing and do not monitor customer WIFI activity).

7 out of the 45 customers had waiters come over right away, they showed them something on their phone and spent an average of 5 minutes of the waiter's time. Given this is recent footage, we asked the waiters about this and they explained those customers had a problem connecting to the WIFI and demanded the waiters try to help them.

Finally the waiters are walking over to the table to see what the customers would like to order. The majority have not even opened the menu and ask the waiter to wait a bit.

Customer opens the menu, places their hands holding their phones on top of it and continue doing whatever on their phone.

Waiter returns to see if they are ready to order or have any questions. The customer asks for more time.

Finally they are ready to order.

Total average time from when the customer was seated until they placed their order 21 minutes.

Food starts getting delivered within 6 minutes, obviously the more complex items take way longer.

26 out of 45 customers spend an average of 3 minutes taking photos of the food.

14 out of 45 customers take pictures of each other with the food in front of them or as they are eating the food. This takes on average another 4 minutes as they must review and sometimes retake the photo.

9 out of 45 customers sent their food back to reheat. Obviously if they didn't pause to do whatever on their phone the food wouldn't have gotten cold.

27 out of 45 customers asked their waiter to take a group photo. 14 of those requested the waiter retake the photo as they were not pleased with the first photo. On average this entire process between the chit chatting and reviewing the photo taken added another 5 minutes and obviously caused the waiter not to be able to take care of other tables he/she was serving.

Given in most cases the customers are constantly busy on their phones it took an average of 20 minutes more from when they were done eating until they requested a check. Furthermore once the check was delivered it took 15 minutes longer than 10 years ago for them to pay and leave.

8 out of 45 customers bumped into other customers or in one case a waiter (texting while walking) as they were either walking in or out of the Restaurant. 


Average time from start to finish: 1:55

A couple of days ago, I wrote about the massive gains in productivity brought about by technology.

I take it all back...

Wal-Mart Promotes Women Owned Companies

According to Bloomberg, Wal-Mart will soon be highlighting items on its shelves to point out products that are produced by women-owned companies.

Is this what the "war on women" has come to?  One where a purchase decision is no longer based on the merits of a product's utility and value relative to competitive items, but one where we now need to consider the gender of the owner?  

And is that how we want women entrepreneurs to win - "buy from me not because I make a great product that crushes all others in the competitive set, but because I'm a woman?"  For Pete's sake, it is 2014, not 1950.  Women-run companies have been winning in the marketplace for decades now, thank you very much.  So why in the world is this "needed?"

Since Obama has taken over as President, we've taken steps backward as a society relative to our race and gender relations.  Things are worse than ten years ago, not better, and politicians continue to drive the wedge deeper.  As they gain success doing so, policies like the one Wal-Mart is undertaking come about.  And the downward spiral continues.

What the hell is happening to us?

Delta Airlines Honor Guard

You have a choice with whom you do business.  For your next flight, Delta might be worthy that business:

How to Shake Hands - By the Numbers

It is amazing to me how many people don't know the basics of shaking hands, either because they've never been taught, or they don't think it important.  Let me clue you in - first impressions last the longest, and there is not much that comes first in a meeting than the handshake.  Doing it right can advance you to the next steps of your meeting, and missing it can derail things before you get started.

So how does one best shake hands?  Just remember a couple of numbers:

One - As in one target and one target only: the web of your hand needs to hit the web of the other person's hand.  Period.  If something happens and you end up with too much of the fingers, adjust and meet the other person's hand correctly.  They'll appreciate it.

Two - As in two eyes.  Look the person in the eye and smile.  Always.

Three - As in seconds.  Your handshake should last no longer than that.

45 - As in degrees.  Stand directly in front of the person with whom your shaking hands, and have your arms come out 45 degree angles to meet in the middle of you.  That will keep you at the proper distance from them as well (getting too close while shaking hands is a no-no).

50 - As in percent of grip.  Consider your tightest grip possible, and cut it in half.  That's about what your grip should feel like to your recipient.  Another way to think about it is the old golf grip axiom - pretend you're holding a squirming baby bird.  You need to control the bird, but not crush it.  Note that for older folks, you should temper your grip as shaking hands for folks with arthritis can be quite painful for them.

90 - As in degrees.  Your arm should fold to a 90 degree angle, and you should shake hands at mid-torso.  Not at the chest, and certainly not at the waist.

That's it - remember these six numbers and you'll have a successful handshake.  Some other thoughts:

• Practice!  You have other people critique your resume or review your presentation.  Ask someone you trust to evaluate your handshake and provide you with candid feedback
• Never shake left hands, unless the person with whom you're shaking hands does not have use of their right hand and offers their left.  If your arms are full and the only hand free is your left, take the time to free up your right hand and shake hands properly.
• Germophobe?  Get over it.  The world (at least the United States) shakes hands; it doesn't wave or fist-bump.  Carry anti-bacterial hand lotion with you if you need to do so, but shake hands.  
• Leave your left hand out of the equation and keep it at your side.  Don't grab the other person's shoulder or arm with it, and absolutely do not cover up their hand that is shaking your's with it.  Those are awkward power moves, and people do NOT appreciate them.
• Do not pump up and down like you're using an old water pump.  A slight up and down motion, staying respectful of the three second rule above, is all that is needed.
• Remember that the handshake is also your last impression.  It is nearly as important to execute at the end of your meeting as it is as the start.

Did I miss anything?  Feel free to post up.

Liar for Hire

Need someone to cover for your fake employment history, offer a false renter's reference, or provide an alibi to your spouse on where exactly you spent last night?  Look no further than Paladin Deception Services.

As was recently featured by the Pioneer Press, Paladin will help to concoct a story, will set up and email address and phone number to give the story plausibility, and will lie for you.  All for a low, low fee of $59.

While they don't do anything illegal (e.g. no lies to government or police), they will do unethical.  And immoral.  All one needs to provide is the cash and the desire to deceive someone.

What is happening with us?   

The Left's Assassination of Paula Deen

TV food icon and cooking star Paula Deen has been accused of racist activity by a former employee.  During a deposition about that activity, Deen denied the allegations, but admitted that she had used the "N" word in her past.

Immediately the left wing sharks in the political ocean smelled blood, and their opportunity to bring down a southern, white, religious dinosaur.  Corporate sponsors were identified, and they immediately reacted by summarily dropping Deen.  The Food Network, Sears, Home Depot, Wal-Mart, Target, etc. all felt that their association with Deen was too risky to be maintained.  

And in land of liberal blogs, places like the Huffington Post are continuing to identify those companies that still have a relationship with Deen.  While they don't come straight out and ask for boycott, the implications are ridiculously obvious.

In the meantime, Alec Baldwin went on homophobic rants on Twitter (I won't post them as they're too vulgar, but if you really need to see them you can find them here).  Given Deen's left-ordered crucifixion, one could expect the similar treatment for Baldwin.  We should see stories on "the media" about his sponsorship deals and demands from an angry public to Capital One and others to end their relationship with him.

Instead?  Crickets.

Paula Deen has been attacked and brought down by the left for the simple reason of because they could.  The people running media, popular culture, and, regretfully, our government are the social equivalent of a pack of popular girls in junior high.  Their little clique and their prevailing mindset is something with which to be kowtowed and feared.  

Baldwin?  He's an original member of the mean girls.  Deen?  She's just another victim to be bullied for the pure sport of it. 

Woe be to any others that dare fall into their sights.   

Anytime Fitness Green Bay's Disgusting New Policy

Since moving here three years ago, I've been a member at Anytime Fitness off of Military Avenue.  And during that time I've seen a consistent progression of cheapness that manifest itself in their offering.

It started with things like tanning bed goggles being taken away, went to things not being kept up over the weekend, and has now spread to lots of signs around the place telling their members that you can't bring in guests, and if you do you're on camera and will be charged for it.

But the latest step takes things to a whole new level.  I'll let the new sign explain it:

One towel with a spray bottle, under the auspices of "going green."  So after my workout at 5:15 AM, I reached for the rag and bottle to wipe down my machine.  The only problem?  The towel was completed soaked, and given the light crowd in the morning, it had to be that way for who knows how long.

The only "going green" this place is doing is trying to save green by not buying any wipes anymore.  Hell, a simple roll of paper towel would be appreciated.  But four gross towels spread across the gym that are already soaking wet with who knows what?  Disgusting.

So when I got off my second machine and looked around for something with which I could clean it, I found this:

Really, Anytime Fitness?  This is how you want to run your business?

When I left, I passed a regular who was coming into the gym with her own "wipe down" towel.  I do my share of travelling, and have worked out in well over 100 places, (some pretty seedy) and I've never been in one that was so gross that its patrons had to bring their own cleaning supplies.

Nice policy.

When does Cabelas Open in Green Bay? July, Baby!

Cabelas latest store is scheduled to open July 25.  Not missing any kind of opportunity to drive  traffic, management just happened to pick a day that's a day after the Green Bay Packers "shareholder's meeting" and a day before training camp starts.

License to print money.  Buy your shares of CAB while they're still cheap.

See you in line for the Grand Opening on 7/25

How to Gift an iTunes Playlist

So you want to gift an iTunes playlist, as many have over the past five years or so?

Well, if you've updated to iTunes 11, you can't.  As I found out after trying to gift a playlist to my brother for this birthday, Apple no longer has that feature available.  

Taking away the ability to make it convenient for your customers to buy lots of songs is a good business idea.  Selling stuff is good, right?  Taking away something like that is, well, stupid.

I've really been feeling like Apple is on the verge of jumping the shark, and this is yet but another example.

If you're an iTunes user that happened to enjoy this feature, you can voice your displeasure to Apple by clicking here.

In the meantime, if you're looking to gift a playlist, Amazon has a fairly painless way to do so.

Apple idiots.  Stark raving idiots.

The Beauty of Knowing How to Code

True words here, folks.



Makes me pine for the days at USB where I spent a good chunk of my time writing SAS code and rocking out to heavy metal CDs.  

That knowledge still serves me to this day - both in terms of coding and heavy metal.

Groupon Good-bye

While it is a touch dated, the CEO of Groupon was fired last week, and penned a very atypical message to his former employees:

People of Groupon,

After four and a half intense and wonderful years as CEO of Groupon, I've decided that I'd like to spend more time with my family. Just kidding - I was fired today. If you're wondering why... you haven't been paying attention. From controversial metrics in our S1 to our material weakness to two quarters of missing our own expectations and a stock price that's hovering around one quarter of our listing price, the events of the last year and a half speak for themselves. As CEO, I am accountable.

You are doing amazing things at Groupon, and you deserve the outside world to give you a second chance. I'm getting in the way of that. A fresh CEO earns you that chance. The board is aligned behind the strategy we've shared over the last few months, and I've never seen you working together more effectively as a global company - it's time to give Groupon a relief valve from the public noise.

For those who are concerned about me, please don't be - I love Groupon, and I'm terribly proud of what we've created. I'm OK with having failed at this part of the journey. If Groupon was Battletoads, it would be like I made it all the way to the Terra Tubes without dying on my first ever play through. I am so lucky to have had the opportunity to take the company this far with all of you. I'll now take some time to decompress (FYI I'm looking for a good fat camp to lose my Groupon 40, if anyone has a suggestion), and then maybe I'll figure out how to channel this experience into something productive.

If there's one piece of wisdom that this simple pilgrim would like to impart upon you: have the courage to start with the customer. My biggest regrets are the moments that I let a lack of data override my intuition on what's best for our customers. This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness - don't waste the opportunity!

I will miss you terribly.

Love,

Andrew

One thing one doesn't see very often is humility at the CEO level.  Let's hope this is the start of something.