Einsteins 2 Minutes Turns into Ten

by Barry Moltz on February 8, 2010

Kept me waiting for 10 minutes

I have so far resisted from turning this space into a place for ranting about customer service, but I can’t resist.

Last week, I did the usual Saturday morning bagel run to Einsteins. They were out of plain and poppy bagels. I asked Stephanie behind the counter, how long would it be until fresh bagels came out. She told me 2 minutes. I was in a rush so I said, “A real 2 minutes?” She checked the clock on the oven and said yes, 2 minutes.

After waiting for 5 minutes, I started to get annoyed. I held my stop watch on my iPhone up in the air ala John Cusack. After 10 minutes, the bagels came out. I was so mad that I almost walked out without paying.

And the moral of the story is…set the expectations for your customers correctly. If it is going to be 10 minutes tell them and then let them make the decision if they still want your product. In this case, I wanted the bagels in 2 minutes, not 10!

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