Papa John’s wouldn’t let reader Adi redeem her coupon for a $9.99 extra-large pizza online, so she trekked over to the nearest store in Weymouth, Massachusetts, where she met the franchise owner from hell. The owner insisted that the coupon didn’t apply to online orders, so Adi asked to cancel her online order and re-order her pizza in person to get the discount. This prompted the owner to angrily throw the coupon at Adi, before throwing away her ready-made pizza. And was just the start of the fun…
New York City Comptroller Bill Thompson has proposed tying a Cable Consumer Bill of Rights into the 10-year franchise renewals Time Warner and Cablevision are expected to sign later this year. The proposal would force cable operators to disclose information about their expenses and service goals—which sounds nice and important on paper—but wastes an unrivaled opportunity to end the cable operators’ most hated practices.
A coffee shop in Montreal has removed a “dud” security camera from its bathroom after news of it hit the local papers. Corporate headquarters asked the franchise owner to take it down, and apologized/avoided blame in a press release that said they were “not consulted in advance.” The franchise owner had installed it as a sort of junkie scarecrow, to frighten away heroin users who were leaving dirty needles in the bathroom stall.
Comcast has been fined $12,000 for having crappy customer service by Montgomery County, Maryland..
“We’re between a rock and a hard place,” Gregor said. “We could drop the franchise, but then a lot of people won’t have television.”
We’ve been harshing on the Quiznos manual in our possession, but there’s actually some good stuff in there about customer service.
We have to wonder whether it’s a cruel joke or if anyone at Quiznos actually read McDonald’s: Behind The Arches, a book they include in their Quiznos University Training Kit.
Browsing through the Quiznos operation manual last night, it was interesting, though not surprising, to see codified instructions for every possible employee action. [More]
There’s an excellent piece in the March National Geographic that explores how Walt Disney’s vision of Orlando set the mold for the exurbs (“A region lying beyond the suburbs of a city, especially one inhabited principally by wealthy people”) proliferating across America.
In a post Friday, we mentioned a recent NYT article about Quiznos franchise owners suing the parent company for oppressive business practices. The piece mentioned Bhupinder Baber, a franchise owner who sued the company for opening new location too close to his own and Quiznos responded by terminating his franchises. [More]
Yes, Virginia, there is one good H&R Block store out there.