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Coffee, Tea, or Incompetence? Or: It’s Hard to Get Good Help These Days

Coffee, Tea, or Incompetence? Or: It’s Hard to Get Good Help These Days

At the local Dunkin’ Donuts the dogs and I go in the drive-through lane. I order at the speaker coffee for me, tea for my wife (who’s home sleeping), and a donut for the dogs. The person inside asks me to repeat the order, I do, and then he repeats it accurately.

At the window, there’s no donut. So the woman there places that order again, charges me additional money, makes change, hands me a donut, while the line of cars grows down the street and onto the interstate. I said to her that the order was repeated twice and then confirmed.

“Yes,” she said, “but you have to understand that we’re very busy and have long lines.”


Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

Comments: 2

  • René Vidal

    July 29, 2018

    Why is it that cos. like Chick-fil-A can get customer service right (almost all then time) and most of these other franchises basically stink?

    Last time I was in the Northeast, there was a Dunkin’ Donuts on every corner…”one need not go far for mediocrity.”

  • Jeffrey Summers

    August 3, 2018


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