Comments on: Cold Stone Creamery Disappoints Yet Again! http://www.harplighthomes.com/2009/06/coldstonecreamery/ Thu, 18 Jun 2009 00:54:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: admin http://www.harplighthomes.com/2009/06/coldstonecreamery/comment-page-1/#comment-1789 admin Mon, 08 Jun 2009 16:42:22 +0000 http://www.harplighthomes.com/?p=963#comment-1789 Keith- Thanks for your response. I understand your answers and my purpose was not to attack you or your company. My only purpose was to share with you my experience as I saw it. Clearly I was a bit frustrated and disappointed and thus my email. I am not sure if there were any adults working at the store that night but it just seems that putting a business into the hands of teens presents challenges. Clearly you take my complaint seriously there is no question about that. Yes, you do offer a super premium product no debate there. The things that make the difference between a disappointing experience and a great experience amount to small things. For instance, the boy wiping down the tables could be trained to approach customers and ask if they want their table wiped down. I know for a teen that interacting with clients sitting at tables might be intimidating but with training this can be easily overcome. I would have welcomed an offer to wipe down my table as I am sure most other customers would have as well. I understand that you can't possibly wipe down every table after every customer. However, I would think that if you are wiping down tables you may want to make an attempt to wipe them all down. As far as the volume of product goes, I would think that when called on this the easy thing for a crew member to say would have been "oh, let me add a little more to make up for it" rather than "I just over scooped on yours" I don't expect perfection but when you see everyone else getting more product than you, it makes one feel shorted. Teaching crew members how to provide good service and take care of problems (within reason) that come up will have bigger pay offs. I am sure getting my email was not something you enjoyed getting, nor is offering customers free product to make up for it a profitable business model. I think that with a little coaching and crew members that are more aware and involved this store can provide the service and experience people expect. Troy Keith-
Thanks for your response. I understand your answers and my purpose was not to attack you or your company. My only purpose was to share with you my experience as I saw it. Clearly I was a bit frustrated and disappointed and thus my email. I am not sure if there were any adults working at the store that night but it just seems that putting a business into the hands of teens presents challenges. Clearly you take my complaint seriously there is no question about that. Yes, you do offer a super premium product no debate there. The things that make the difference between a disappointing experience and a great experience amount to small things. For instance, the boy wiping down the tables could be trained to approach customers and ask if they want their table wiped down. I know for a teen that interacting with clients sitting at tables might be intimidating but with training this can be easily overcome. I would have welcomed an offer to wipe down my table as I am sure most other customers would have as well. I understand that you can’t possibly wipe down every table after every customer. However, I would think that if you are wiping down tables you may want to make an attempt to wipe them all down. As far as the volume of product goes, I would think that when called on this the easy thing for a crew member to say would have been “oh, let me add a little more to make up for it” rather than “I just over scooped on yours” I don’t expect perfection but when you see everyone else getting more product than you, it makes one feel shorted. Teaching crew members how to provide good service and take care of problems (within reason) that come up will have bigger pay offs. I am sure getting my email was not something you enjoyed getting, nor is offering customers free product to make up for it a profitable business model. I think that with a little coaching and crew members that are more aware and involved this store can provide the service and experience people expect.
Troy

]]> By: admin http://www.harplighthomes.com/2009/06/coldstonecreamery/comment-page-1/#comment-1788 admin Mon, 08 Jun 2009 16:41:57 +0000 http://www.harplighthomes.com/?p=963#comment-1788 (copied and pasted without editing) this is in response to your complaint issued 6/5/09, I apologize for the fact that you do not think you recieved what you paid for,however I will try to explain your issues. first each location is individually owned and as far as the coupins they are issued in publications by corporate, so we do not always have a voice on what coupons they offer. the buy two get one free is one of our best coupons, although everyone cannot use it if they do not choose to buy three ice creams. as far as the coupon you used it was rung up properly on the register. it was for a create, and our signature ice creams are higher priced ( more mix-ins ). the coupon simply gave you a value for the create your own and applied to a signature. as far as the cleanliness of the unit, we have recieved many compliments on the store,we have very busy times and it is not always possible to wipe down each table when someone leaves, as stated a crew member was wiping down tables when possible. as far as the difference in sizes, that unfortunatly happens because we have a system that uses two spades and is not always exact, however per your explination they were both at least what should have been in each container. we offer a super premium product at a reasonable price. we take all complaints seriously and will try to do all we can to make every experience a great one! please bring in this email for TWO FREE LOVE IT SIGNATURE CREATIONS , and hopefully we can make you experience a great one !!!!! SINCERELY, Keith Geminhardt/ owner (copied and pasted without editing)
this is in response to your complaint issued 6/5/09,

I apologize for the fact that you do not think you recieved what you paid for,however I will try to explain your issues. first each location is individually owned and as far as the coupins they are issued in publications by corporate, so we do not always have a voice on what coupons they offer. the buy two get one free is one of our best coupons, although everyone cannot use it if they do not choose to buy three ice creams. as far as the coupon you used it was rung up properly on the register. it was for a create, and our signature ice creams are higher priced ( more mix-ins ). the coupon simply gave you a value for the create your own and applied to a signature. as far as the cleanliness of the unit, we have recieved many compliments on the store,we have very busy times and it is not always possible to wipe down each table when someone leaves, as stated a crew member was wiping down tables when possible. as far as the difference in sizes, that unfortunatly happens because we have a system that uses two spades and is not always exact, however per your explination they were both at least what should have been in each container. we offer a super premium product at a reasonable price. we take all complaints seriously and will try to do all we can to make every experience a great one!

please bring in this email for TWO FREE LOVE IT SIGNATURE CREATIONS , and hopefully we can make you experience a great one !!!!!
SINCERELY,
Keith Geminhardt/ owner

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