So there I am in Las Vegas at McCarran Airport. Just finished a great lunch that consisted of fries, a burger, and water and am now ready for dessert prior to jumping on a plane. I look up and there I see Mrs. Fields cookies — hello warm cookies. I sprint over there — ok walk somewhat fast — and get in a line with five other people craving something sweet. As I get closer to the counter I see two employees standing and talking with each other and every minute or so acknowledging a customer. At this point I notice there are six bins for cookies. Four of them are empty and the other two only have one in them. No problem I say (to myself). They have some hot cookies in the back and haven’t moved them forward to the counter. As the countdown begins in a few more seconds I will be at the front of the line and have a few warm cookies.
The person behind the counter finally looked at me and said "yes." With excitement I respond, "What cookies do you have in the back?" She doesn’t answer me and I restate: "Do you have any warm cookies? These bins are empty." Much to my surprise, she didn’t answer me again although she did shake her head as to say "no." I couldn’t believe it! In the middle of the day around 2:00, Mrs. Fields has no warm cookies! . . . Has no cookies and apparently staff that isn’t customer friendly and really couldn’t care less. I proceed to walk out of line in sheer disappointment and frankly frustration that people treat CUSTOMERS like that!
- What companies have you been disappointed with recently?
- Did you still make a purchase?
- Will you go back to them again?
I look forward to reading your comments.
P.S. I have had other great experiences with Mrs. Fields. It just was that this one wasn’t good at all.
Fee Sepahi says:
Hi Merrill,
I can certainly appreciate the anticipation and expectation of a great product and good service and being let down to that degree.
I would have joined you in walking away and most recently did that a restaurant in Dublin, where I sat for ~10-15 minutes before anyone approached. Once approached she seemed annoyed that I wanted to give her my whole order, versus just the drink. The drink didn’t show up for seemingly another 10-15 minutes (only takes 2 minutes to boil water in my house…) at which point I got up, found someone to cancel my order and left.
One could argue that this was a small town and that the staff was possibly new, fast asleep etc. I do believe it’s all about management and lack of employee “ownership” of their jobs. Nothing at stake as the job market is such a fluid commodity, that people tend to be resigned to the fact that they too can keep this job for a long time. I believe that people are resigned to the notion that they can make a difference on whatever level they impact, especially with end-user interface. The economic, health care, financial problems have gotten so massive, they become intangible to the average wage earner.
I am with you and will walk away, every time.
Fee
Stephenie Gordon says:
in my opinion airport quick serve restaurant employees are overall lacking in customer service. Maybe it’s because people who are traveling can be more cranky than the normal world or maybe it’s hard to find people willing to work at airports? I don’t know what it is, but i think someone could make a killing if they opened a restaurant in an airport where the employees were accommodating and nice. I think business travels and frequent travelers would go out of their way to stop there.
Seanjjordan says:
Airport franchises seem to be the worst possible scenario — they have high prices, but terrible customer service. The worst experience I had was at an Auntie Anne’s in the DFW airport, but I’ve had many other bad experiences at the Denver Int’l Airport and at LAX.
The thing is, those franchises are a touch-point to a much higher volume of customer than you’d find in a mall or shopping center, so you’d think the companies who license the franchises would be more concerned than they are about these subpar airport locations. It’s a bit baffling, to tell the truth…
Fee Sepahi says:
To add to Stephenie and Sean’s great points: I know that airport real estate is high dollar money and that the average customer the shops see is 1x maybe 2x times, therefore they don’t feel the need to win their allegiance, despite the fact that they should be looking at the reflection overall and beyond their walls, given the names that have been thrown in the mix?
Ken says:
I’ve always had the impression that airport merchants don’t see their customers as potential “repeat” customers. The majority of people are not going to complain because they typically are in a rush to get somewhere else. I put them in the same category as service at a drive through in a fast food chain (especially those on the interstate). What percentage of people are going to come back and complain after they find out their order is wrong five miles down the road. So, maybe the reason the behavior of these enterprises don’t change for the better is because not enough people complain because they’ve got a plane to catch or because it’s too much hassle to turn the car around. And no, I’m not a complainer typically, I vote with my wallet and just never return to that place of business, as long as theirs an alternative choice available.
Merrill Dubrow says:
Ken,
Appreciate your comments. Even though I ad a bad experience at Mrs Fields I will give them another chance. If the next experience isn’t good – than I will vote with my wallet as you will and won’t go back even if there isn’t other choices.
Merrill
Ed Sugar says:
I am as old as dirt (52), but it was not that long ago (say 15 years), food service and quality of food at airports (we won’t even begin to address food on the planes) ranged somewhere between a high school cafeteria and a low budget burger joint. People then could only dreamed of the day having a McDonald’s in an airport terminal.
In short, food concessions at airports (geesh, add sporting events, movie theaters and theme parks to the list) fall in that grey area somewhere near monopolies and cartels. There is no incentive for these companies to provide better food or service, especially since they have jacked up the prices three to four fold.
To quote that wise philosopher, Ernestine the phone operator, “We are the Phone Company. We do not care. We do not have to.”
Merrill Dubrow says:
Ed,
Really love the quote. To me stuff like this really hurts the “brand” Mrs Fields has a good name and solid reputation. If I still have bad service or a bad experience at the airport. I (the customer) will not be able to differentiate in my mind that I can go to a Mrs Fields in a strip mall and not at the airport.
Maybe some people can do that but I can’t. To me their brand is everything and need to protect it at all costs. Yes the prices at the airport are jacked up doesn’t that mean they can also pay better wages and get better staff?
Great comments.
Merrill
Leslie Case says:
There’s a juice smoothie place in Union Station Chicago that has great customer service. They are happy, upbeat and fun.. hmmm,, having trouble coming up w/ any other stand outs! …
Ruth Freedman says:
I vote for absentee Brand Management. I would bet that no one trains the Pit-crew at the Airport concession to think of them selves as Brand Ambassadors -consequently they behave like it’s a pit-stop. They are clearly in need of consumer research.
Have a feeling if you forward this blog to Mrs Fields Management, you will be in receipt of at least one or more make up cookies.
Don’t forget to share.
Ruth
Merrill Dubrow says:
Ruth,
You are probably right. I should share this with them and will try and find an email address to do so.
Thanks for the nudge.
Merrill