The way to keep customers coming back (well, me at least)

Last week my wife said she wanted some bagels for breakfast, so being the wonderful husband that I am, I went to Einstein Bros to pick up a dozen bucket.

It was an especially easy decision given that I had finally earned a free dozen bucket using one of their promotions.  I took my family's order and off I went.

Since I was still in my jammies, I decided to use their drive-thru.  When I pulled up, I informed them that I had a card for a free dozen and proceeded to order.  Unfortunately, they told me they were out of one type of bagel, so I changed things up a little, making sure that my order still added up to 13.  Since it was a free dozen bagels, it did not include any cream cheese. I wanted some so I ordered that as well (how can you eat a bagel without cream cheese?).  I pulled up to the window, got my bagels, paid for the cream cheese and off I went.

It wasn't until I got home that I realized there were only 11 bagels in the box!  I called the manager at the store ready to yell and scream because I was just positive he/she was going to tell me the 11 I got were already free and what did I expect?  But much to my chagrin (yes, I was hoping I could yell...) she asked me how to fix things.  I replied that I'd be happy to just get the missing bagels next time I came in, but she said that to make it right, she'd give me another dozen!  A free dozen for me not getting all of my free dozen.  She took my name and number down and said to let them know the next time I came in.

So this morning I went back to that same Einstein Bros and told them my story.  The worker went to the back, verified my name and took my order for a dozen.  End of story?  Well, almost.  They let me order 13, not 12.  Not only that, but they gave me the cream cheese that I was going to pay for.  Bonus on top of the bonus!

Corporate policy or manager's initiative, I don't know, but either way, they have a happy customer.  One that's going to keep coming back and one that's going to tell other people about my experience.  Think about it: what if she didn't make me happy?  A lost customer to save 11 bagels and a tub of cream cheese?  Doesn't sound very smart to me.  What she did for me is just good business and I'm more than happy to keep buying Einstein Bros foods.