Panera Bread 2010 “25 Customer Service Champs”
Panera Bread is a casual restaurant that owns and franchises 1380 bakery-cafes. The Panera Bread establishment in Palm Beach Gardens is attractive and offers free wifi, which is where I am writing this blog post.
There is no alcohol or grease here, and I have often printed off coupons to use, but I must warn you they are very strict about expiration dates. They offer freshly baked breads, pastries, sandwiches, salads, and soups during breakfast and lunch. Chairman and CEO Ronald Schaich has stated that the drop in wheat prices last year has been helpful in avoiding any price increases, but claims that the quality of products at Panera are of the highest priority.
So we have a few of Panera’s policies that set them apart from other restaurants, and that includes antibiotic free chicken, no trans fat, many natural ingredients and an impressive list of whole grain breads, but does that have a significant impact on customer service and the Business Week’s award?
Actually the company’s customer service award can be attributed to the attentiveness and concern for the well-being of their associates. Panera kept employee hours steady when other restaurants were cutting hours. Panera also provided cash bonuses for hourly workers as well as management incentives. When I checked the employment page, I noted that employee benefits are comprehensive ranging from complete medical, dental coverage to pension, and disability benefits.
Their philosophy of “happy employees” has brought in more customers. When the general restaurant traffic has decreased nationally by 4%; Panera boasts that their business has increased by 2%. Panera’s attitude towards their employees can only stress the importance of employee satisfaction delivering and contributing to customer satisfaction. In my own experience, I have been to this establishment several times, and I have never seen anyone behind the counter or even wiping the tables seemingly having a “bad day.” It certainly seems the Panera “way” is a success.
photo credit: stevendamron
rich said:
Mar 10, 12 at 5:49 amimpressive list of whole grain bread???? either a loaf/miche or a baguette meat comes pre-sliced so its probably a month old before it gets to the cafe and
“”””Actually the company’s customer service award can be attributed to the attentiveness and concern for the well-being of their associates. Panera kept employee hours steady when other restaurants were cutting hours. Panera also provided cash bonuses for hourly workers as well as management incentives. When I checked the employment page, I noted that employee benefits are comprehensive ranging from complete medical, dental coverage to pension, and disability benefits.”””” that paragraph is 90 percent false- managers in my district havent got a raise in 2 years no assiociat i have even know got a ‘cash bonus’ i had my health insurance from there and it turned out it didn’t cover ambulances wich i had to use and i had the highest plan offered and as for the hours… lol i am full time so i get steady hours but come to my location at 6 on a friday or saturday and we have about 9 people working serving about 70 people at a time i believe our max oppc. is 114 and that gets broken almost everyday at lunch and we may only have 10-12 people working but our distrit manager wont allow us to keep more workers than that if the rest of the country is being run anything like the nj market you can expext prices to rise and customer service to start slipping i see that the company was built on great customer service but in my district they expect these kids who work for 8.00 an hour to provide great service while aslo doing the job of 2-3 people idk ppl are addicted to the food so thell keep comming but dont complain to the employ’s that u had to wait in line 15 minuts and it took another 15 to get your food