Traveling Across The Country, Paul And His Friend

Traveling across the country, Paul and his friend Randy often stopped at restaurants with familiar brands. One advantage of this is that the menu and often the service quality are likely to be consistent and familiar. Occasionally, however, they were disappointed. A breakfast stop at one such restaurant was extremely unpleasant. Although the menu was the same, the res- taurant was disgustingly dirty. Paul was so upset, and he visited the company’s Web site to register a complaint. After inputting a lot of required personal information (name, address, email, phone number, time, date and loca- tion of the visit, etc.), Paul described his concern and even took the time to assure the company that he was a fan—he frequently visited their stores. Part of his message said, I am a fan of [the company’s restaurants]. I eat there regularly and love my local store in [his home town]. It’s clean and well run. So I was SHOCKED at how utterly filthy the [town and state] store was. Honestly—I have never been in a dirtier restaurant. Ever. Dis- gusting. They are really hurting your brand and that disappoints me. BY FAR, MOST [of your restaurants] are super—This one really, really needs