Wednesday, November 22, 2006

Don't they want my money?

I got pretty annoyed the other day at a local Dunkin' Donuts shop for the following reasons:

  • There was a long line which went all the way to the entrance, so when we came in, I was right up against the door itself. Popular place on a Saturday morning.

  • The counter is way back there, behind the people in line and the high displays on either side of the registers. It's like the order-takers have barricaded themselves against the masses.

  • The displays are so high you can't see the products. I wanted a biscuit, but I couldn't tell if they had any until I got to the front of the line. (They didn't.) Pam wanted a pumpkin muffin sans frosting along with her iced coffee. (They had the muffins, but only the frosted kind, and they were kind of low down so you couldn't see them from back in the line.)

  • The prices are up high, so at least you can see them, but they don't include everything for sale. Such as biscuits.

  • I think there might have been four people working, but taking orders at two registers only, wedged between the aforementioned high displays.

  • Once people ordered, they stayed in place in front of the registers while they waited for their food, so the next person was blocked from placing their own order. Every other fast food place has figured out that after the customer has ordered, they should be encouraged to yield their spot to the next customer, picking up their order at a different location. Why hasn't Dunkin' Donuts figured this out?

  • We get to the front of the line and I find out the bad news about the biscuits. I order a French Toast stick. "No coffee?" "No, thank you." "You sure?" "No coffee!" I know that they make more money on the coffee than on the baked goods, but they don't have to be quite so pushy about it.

  • It was actually so crowded around the register that it was difficult to settle up.

It was fortunate that the food was good (hence the big crowd), but I was fuming about all the obstacles getting in the way of what should have been a simple transaction.

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