The study must've been commissioned by Jolinar.
I've walked out of three coffee shops in the last week alone. Only once was I bitter about it. Seems I've come to terms with this lineup problem. Either that or it's sufficiently crushed my resolve such that I don't have it in me to complain anymore.
But there are still places with great service out there. I've been in a Starbucks where the wait was a little over 5 minutes or so. The manager began handing out coupons for free drinks after you picked up your order and apologized profusely. That's the kind of thing that will cause me to give them the benefit of the doubt and return notwithstanding the poor initial experience.
A friend of ours was out with her hubby at Joey Tomatoe's. She had a salad and found a piece of plastic in it (probably from the bag the lettuce came in). Not a huge deal, everything else was good. When they got home they phoned the 800 number on their receipt to voice their concerns. The next day the manager of the store called her personally to apologize and offered a free meal for her and her husband any time on the house. The corporate office also called and provided over $100 in gift certificates. When they finally took up the restaurant on their offer, the manager and the chef came out to apologize. Everything and anything on the menu (drinks and dessert included) were up for grabs.
I guess the lesson is (even if you don't like JT's or Starbucks) that you can make people happy and keep customers coming back even if there is a labour shortage and service sucks.
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