Boy, the Crazy Thing About Richmond is that They Really Like Smiling

To all both of you who asked when I was going to do a follow-up to my last blog post about Dunkin’ Donuts (one was my mom, and one was my mom when she was drunk), here it is.

First let’s recap: I went to Boston, it was a great city, I enjoyed myself, and I had a heated run-in with a Dunkin’ Donuts employee where very little smiling happened.

After that incident, I concluded that the stereotype about rude northerners and warm southerners was accurate: all northerners are mean, and all southerners are hospitable and friendly to everyone they meet.

Then I realized, maybe that’s not fair. Maybe it’s just all Dunkin’ Donuts employees who are cold and unfriendly. So I went to one in Richmond to find out for myself. And during my experience there today, the cashier gave me a survey code to fill out online.

Survey

Did you wait in line to place your order?

Yes

√ No

What Dunkin’ Donuts item did you purchase for yourself?

Food only

√ Beverage only

Food and beverage

Please select how you placed your order:

Placed order using the Dunkin’ Donuts mobile app

√ Placed order with a crew member inside the store

Placed order using the drive-thru

Please rate your overall satisfaction with your visit at this Dunkin’ Donuts:

√ Highly satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Highly dissatisfied

Please rate your overall satisfaction with your visit at the coldhearted Dunkin’ Donuts up north:

Highly satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Highly dissatisfied

√ So dissatisfied I don’t think I could ever return

Did you come back inside to get some ice in your coffee because we serve it so gosh darn undrinkably hot all the time?

√ Yes

No

Did the cashier roll her eyes and wish you would go away, or abide by your request with a smile?

Rolled her eyes and wished that I would go away

√ Abided with a smile and even offered to stir the ice into my coffee so that the temperature wouldn’t get off-balance

Did the cashier bid you a good day as you left?

√ Yes, it was so nice!

No, not even close

Please tell us what you liked most about your experience at this Dunkin’ Donuts.

Where do I begin? The second I walked in the door, I was greeted with a huge smile and a meaningful “Good afternoon.” This kind of service does not happen everywhere, I can tell you that.

And then, she was so eager to know how she can improve, that she gave me a survey to fill out. This kind of service also does not happen everywhere.

After I ordered, I walked outside and realized it was too hot to drink right away. What a dilemma! So I went back inside and asked Karen for a few ice cubes. She was so helpful. She walked me through the whole ordeal with ease, even giving me a new lid so as not to spill the coffee everywhere. This kind of service…well, you know.

How would you suggest we can improve our service at Dunkin’ Donuts?

I think you should send all of your Richmond Dunkin’ Donuts employees to Boston to train them how to be nicer.

 

 

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