I grew up in Westport, Connecticut, where half the population is Jewish, mostly by way of Brooklyn. I may only be a dumb goy, but I know a good bagel - and finding a good bagel in Southwest Florida is no easy task.
So here's the good news for Einstein's Bagels: they make the best bagel I've had since moving to Naples. Friendly, quick and efficient service, too. Good job, guys.
Here's the bad news: they charge 60 cents for butter.
Charging for BUTTER! Now I've seen it all.
Imagine going to McDonald's and ordering french fries, only to be told that salt and ketchup are extra. Seriously, can you even imagine?*
I'm not joking or being bombastic at all when I say that I've never in my life even given thought to the idea that I might live to be charged money for butter. What on earth?
As always, let's look at this from the perspective of your business. If your business model is predicated on ripping your customer off in any way, you need a lot more than just politeness training for your call center. Really, you need a new CEO. And if you need a new CEO, it's probably because you need a new board.
Tough medicine to swallow? I'm sorry, but Einstein's leadership needs to pause and take a close look in the mirror.
* I've got a good one for McDonald's, too, but (sorry) I have to save my best stories for my books.
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Einstein's? Really? They steam their bagels instead of boiling them, thus making them too mushy. As a fellow goy from Westport, I'll say that Einstein's bagel are passable... and unfortunately the ONLY choice here in TX.
ReplyDeleteGood lord! If you can't price a tablespoon of butter into your COGS, there's something wrong indeed! Put the margarine in your margin!
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