Dear Boloco
November 7, 2006 | Business & Commerce | Life
Quality control in Hanover has GOT to improve. Today: Regular teriaki with chicken. $6.25 They forgot the chicken. Then realized that this is normally $5.25 if memory serves. Last visit: Ordered extra chicken. Got normal amount of chicken.
This is the sort of thing where it's way too much of a hassle to go back and complain for a dollar or two. Plus, with a small staff you can get a rep for complaining and then who knows what happens to the ingredients in your next order.
Recommendation: Give every customer a receipt. Put a sign up saying, "If we don't give you a receipt your next order is free." Print messages on the receipt like, "Was your order perfect? How can we improve? www.boloco.com" etc. Monthly drawing for best feedback, etc.
I realize it's a tough staff to manage (high turnover, low pay, tedious work, food service, lunchtime slams, etc) but at this point three of my last four visits were incorrect meals, and one of them seems like it included an overcharge (two, if you count the missing extra chicken).
So I'll give it another shot in December, but it's been kind of a downer in Sept and Oct.
Comments
Michael,
Not sure you expected me to be the first comment on this, but i am always looking for feedback on how we are doing. As disturbing as this is to read, we truly appreciate it when customers care enough to share their experiences - both good and bad.
Please know the Hanover team will be getting a copy of your feedback immediately, and we will do whatever possible to help the teams take more care with each individual burrito. There's just no excuse, and we know it. Please accept my apologies.
on that note, while we don't post it in the store (maybe we should), we DO guarantee that you like what you order, that you actually get what you order, and that in general you are enthusiastic about your experience at Boloco. Anything short of that, and its money back and a flurry of certificates (if you accept them) for future visits. This case is no exception, so please email me your mailing address (or your 16-digit Boloco card #) and i'll send/reload cash and certificates... whatever you choose.
Thank you again for the feedback. It's the only way we can stay on top of how we are doing with our customers.
Cheers,
John Pepper
Founder and CEO
pepper@boloco.com
Posted by: John Pepper at November 7, 2006 03:58 PM
Impressive response John. It was only a couple of hours after my email to your website and this post. Thanks for your comments. I want the Hanover shop to work, because otherwise it's a pizza-only town (in the sub-$10 lunch arena). So, address on the way.
Posted by: Michael J. at November 8, 2006 08:40 AM
Post a comment
Thanks for signing in, . Now you can comment. (sign out)
(If you haven't left a comment here before, you may need to be approved by the site owner before your comment will appear. Until then, it won't appear on the entry. Thanks for waiting.)
