Friday, July 01, 2005


Turning Bad Customer Service into Good

This morning I met my friend and former co-worker for our weekly Friday breakfast at Au Bon Pain on 49th Street between Madison and 5th. I ordered a breakfast sandwich on toast and it came out on a bagel. It took them almost fifteen minutes to correct their mistake (did they have to bake the bread from scratch? I don't know). Anyway, there were two managers hovering around making sure everyone was taken care of in the morning rush. Both of them apologized profusely and offered to comp my breakfast. Thanks to their attention to customer service, ABP did not lose a customer today. Nice job.

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