I\’ve been a fan of The Panera Bread Company for years.
They have many tasty menu items that I enjoy.
But this winter they introduced a Chicken Bacon Dijon sandwich that quickly became my new favorite.
It\’s a grilled chicken panini with bacon and a sweet honey Dijon dressing. Add a bowl of chicken noodle soup to the deal and I\’m a happy man.
I walked into the restaurant this week, my appetite anticipating a sandwich.
One small problem… It was off the menu!
It has been replaced with some sort of Cuban chicken sandwich that did not look appealing.
I asked the girl at the counter what had happened and she shrugged her shoulders. I asked if speaking to the manager would help. She told me corporate doesn\’t listen to the store managers and that I should write corporate myself.
So i took her advice. I\’m always curious to see what level of customer service I will receive.
Here is what I submitted via their website feedback form.
Why did you eliminate my favorite sandwich, the Chicken Bacon Dijon? I
was so disappointed when I went for one last night to find it replaced
by some Cuban Chicken sandwich. I ask the employee if I should tell
the manager and they suggested that they couldn\’t do anything. I should
contact you. So there you have it. Bring back the Chicken Bacon Dijon
please!
It only took them two days to reply to my inquiry. I received a note from Sam in customer service.
Dear Joel,
Thank you for taking the time to let us know how much you enjoyed our
Chicken Bacon Dijon.
To keep our menu fresh and inviting, we regularly introduce new items
and rotate featured and seasonal products throughout the year. When a
product is no longer offered, don\’t worry. It will probably come around
again in the future. I have noted your request, so that the appropriate
decision-makers will consider your opinion.
In the meantime, you will always find a delicious variety of new and
favorite foods to try at Panera Bread.
Thanks for your comments. We really appreciate your thoughts on our
menu.
Sincerely,
Sam
Customer Comment Coordinator
Not the most stellar reply, but I suppose it is adequate.
The fact is that it is much harder to acquire a new customer than it is to keep an existing one.
Why not offer me a coupon to encourage me to try another of their menu items?
Yes, Panera. I will return. But I will mourn the loss of the Chicken Bacon Dijon and await it\’s glorious return. ;-)