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Related: Editorials & Other Articles, Issue Forums, Alliance Forums, Region ForumsFan Post on Panera's Facebook Page Got Half a 1/2 mil Likes Small act of service reaps huge
How a Fan Post on Panera's Facebook Page Got Half a Million Likes Small act of customer service reaps huge rewards By Tim Nudd
Given all the rubbernecking at ChapStick-style social-media fails, and all the hijacking of corporate crowdsourcing efforts, it's tempting to see the Internet as a sea of sharks always out for brand blood. But the truth is, millions of people on Facebook are hungry for a feel-good story, and ready to praise any brand that delivers itmagnifying even the smallest, most random act of kindness into something that's celebrated across the web.
Case in point: Panera. Last week, a young man in Wilton, N.H., named Brandon Cook posted this heartwarming story on his Facebook wall about the customer service at a Panera in Nashua:
"My grandmother is passing soon with cancer. I visited her the other day and she was telling me about how she really wanted soup, but not hospital soup because she said it tasted like 'shit' she went on about how she really would like some clam chowder from Panera. Unfortunately Panera only sells clam chowder on friday. I called the manager Sue and told them the situation. I wasn't looking for anything special just a bowl of clam chowder. Without hesitation she said absolutely she would make her some clam chowder. When i went to pick up it up they wound up giving me a box of cookies as well. Its not that big of a deal to most, but to my grandma it meant a lot. I really want to thank Sue and the rest of the staff from Panera just for making my grandmother happy. Thank you so much!"
Brandon's mother Gail loved her son's post so much, she reposted it (slightly edited) on Panera's Facebook wall. It soon blew up. Since last Wednesday, it's gotten a staggering 500,000 likes and 22,000 comments. And Panera's wall has been deluged with other people thanking the brand for the actions of one store manager.
http://www.adweek.com/adfreak/how-fan-post-paneras-facebook-page-got-half-million-likes-142716
Whisp
(24,096 posts)that would be a great way for Panera to advertise. Get someone to tell a story like that and sales would hit the roof.
SoCalDem
(103,856 posts)when I get great service or something totally unexpectedly great.
The employee receiving the commendation gets a real boost and the boss may take that letter I wrote into consideration when raises happen or when layoffs are happening..,
It happened for me when I was a brand new travel consultant at the travel agency the bank I worked for owned.. I was totally INTO my new job and bent over backwards to do everything I could to make my clients' trips great. One of them wrote a nice letter about my service.
Out of the blue one day, my boss said "Mr. Stockwell (bank president) wants to see you in his office... what on earth did you DO?"
I was stunned and quite scared ( I had only worked there a few months)..
He told me to sit down, and then produced a piece of paper which he read to me.. and then he said .."Well done"..
whew !!
but I never forgot how that felt, so I still do it
roguevalley
(40,656 posts)Scuba
(53,475 posts)liberalmuse
(18,671 posts)Good for them!
Sanity Claws
(21,840 posts)I saw labor picketing their new sites in Manhattan. Allegedly they refuse to use organized labor for their construction work.
lpbk2713
(42,736 posts)Let no good deed go unpunished, particularly in the corporate world.
I hope Sue doesn't get a call from Panera HR after this story fades
out of the public eye telling her how she deviated from policy.
romantico
(5,062 posts)Republicans see this story as Sue stealing from the corporation. These customers are noting more than liberals looking for freebies and handouts and Sue needs to be fired ASAP! Panera needs to contact that grandson and charge double for them making a soup that clearly was not suppose to be made on that given day. He also needs to be charged for those cookies. This is whyour country is going to hell in a hand basket. See what Obama has created?
That my friend is the right wing side of the story.
Animal Chin
(175 posts)Made it halfway through the OP before I realized this was not about Pantera.
RIP Dimebag.
Mopar151
(9,975 posts)Slacing ciabiatta with a chainsaw, cold cuts with a machete.
ProudToBeBlueInRhody
(16,399 posts)I just wish I could eat more carbs....