Panera Bread

My Letter Regarding my Customer Service Experience

To whom this may concern,
I am reaching out to corporate today due to an unfortunate encounter I faced with one of your employees. December 20, 2018, I went to Panera Bread to get my daily order of oatmeal. After placing my order, I proceeded to the window to pay for it and well as retrieve it. Once I pulled up to the window, I noticed that the employee (Sarah Birdsong) that was checking me out was facing another direction while speaking to me, so I couldn't hear or understand what she was saying. I told Ms. Sarah that I was unable to hear what she was saying, in hopes she would repeat her message audibly. The employee continued to face the opposite direction so I restated what I told her before (which was that I could not understand what she was saying).

I was then appalled at the exchange she had with me, simply a customer just trying to understand what was being said.

She stated "I don't know why" in a sarcastic tone and I replied saying "Excuse me? Are you talking to me?" The employee then snatched her headset off, Clapped her hands, and walked off after expressing that she could not do this anymore(Deal with me? Do her job? Be polite?).

I was not sure of her reason for doing that but I was left at the drive thru until another employee came to assist me. After finally receiving my ordered I requested to speak to the manager to explain the ordeal. The manager on shift was Greg Lole and he was very apologetic and told me that he will speak to the employee.

I left the store and got in my car and began talking to my husband, who encouraged me to go back inside and get the name of the employee that gave such poor customer service, so I turned back around. When I went back inside of the store, I noticed the same employee back at the window serving. So I asked the Manager if he spoke with her and he said no he will speak to her when he gets a chance to.

Throughout everything I was not angry with neither the manager or drive thru employee. I understand everyone has bad days, however accountability for actions and the maintenance of the restaurants standards were to easily dismissed. I did and still do feel offended because I felt as if the concern I just brought to attention of the manager was not acknowledged at all.

I am an entrepreneur, currently running two successful businesses. Customer service to me as an owner is very important and I know it is important to the leaders of Panera Bread as well. I wanted to inform those who can bring about change, on the poor service and management that many customers may be receiving. The service I received today makes me question why I should even come back and patronize this establishment.