The Bread Business Blog

I totally agree that great service really does matter! I have visited a local Great Harvest many times, and have always received very friendly sercice. This is probably because those who work there really do love their job! The breads are so delicious, as well as the cookies and muffins. I am a big fan!

I know exactly what Mike is talking about. Whether it’s the Flight Attendant on a Delta Flight (I fly the same airline) or being served at a local business. It’s how things are done not that is done. It’s about Accountability and Responsibility and most importantly Doing the Right Thing. 
 
 
 
Both of the Flight Attendants did their jobs and got the answers required by Delta. Both made for a memorable experience. One good, one bad.  
 
 
 
I’m sure there is someone out there that wants to be woken up for their breakfast on a plane. But, I can’t say in 15 years of flying I’ve ever seen someone happy that they were disturbed on a flight to be asked if they wanted to do something else. It’s worse than the server who asks you how your meal is right after you put food in your mouth. I don’t want to have to hurry and swallow my food so I can tell them it’s fine. I have the courtesy not to say it was better before you interrupted me, but it was. They are doing their job but they are not doing the right thing. 
 
 
 
You can do you job and you can serve your customers. I have done the “Oh too early” flight where most people are asleep for most of the flight. I have seen everyone one but me (I just can’t sleep on a plane) woken up and asked if they want the Cheerio’s and Banana dressed up for “First Class” and I have never seen anyone happy that they are now awake. The good flight attendants either asked when they saw a person was awake or asked if you wanted breakfast before you had a chance to fall asleep. Waking you up to ask about breakfast is doing their job. Asking you when you are awake is serving the Customer and “Doing the Right Thing”. 
 
 
 
My point to all of this is it’s not what you do but how you do it. You have to do your job and your employer probably has a policy manual that says what to do and what your responsibilities are and you are accountable to do those things. There are many ways to do things. You serve customers in a way that will make a them remember you and smile or you can make a customer remember you and think “I have to remember to tell her no breakfast before I fall asleep”.  
 
 
 
Customer Service has seemed to become a forgotten art anymore. Even my 25 year old Daughter agrees with me. (Yes my kid said I was right about something). 
 
 
 
Yes I get my food but I’m not a happy as I could have been. If they would have given me napkins in the drive thru instead of me having to check the bag, get the attention of the cashier and ask for them I would have been happier. Yes the policy may be “Napkins upon request”. That does not mean that you don’t put napkins in a bag unless a customer asks for then. Doing the right thing is to ask the customer if they would like napkins. 
 
 
 
I found Great Harvest after I was laid off from my job and was looking for companies that might be hiring someone in my line of work. Great Harvest was not hiring Project Managers but I wanted to see what the operation was like. It is so nice to be acknowledged when I walked in, asked what I would like and not be the only one saying Please and Thank you.  
 
 
 
There are cheaper places to get bread that are much closer to me. They are the ones that would wake me up to ask about breakfast. Great Harvest is the one that waits until I’m awake. Thank you for “Doing the Right Thing” 
 
 
 
 
 

Connie and Rich. Thank you both for your comments. I am still waiting for my kids to figure out something where they think I am right. ;-)

Hey Mike, 
 
 
 
Keep doing what you are doing with Great Harvest. The Cheddar Garlic makes a real nice Garlic Bread with some Butter and Parmesan Cheese on it heated in the Oven or the Grill. If you ask my wife no additional garlic is needed. Me, it’s hard to put too much garlic on bread. I like a little Garlic Salt added to the butter. 
 
 
 
Have you considered an Italian Herb Bread? Maybe the same dough as used for the white rolls (my favorite product) with an Herb and Garlic Mix in it. Maybe made as a Sub Roll for Pepperoni with Mozzarella or a Meat Ball Marinara Subs. 
 
 
 
Being right as far as your kids are concerned takes time. In my case they were in their 20's and the first time was a slip of the tongue. 
 
 
 
Be sure to record the date, time and place that they say it. Keep in mind that the first time you may have to catch them at it. Be sure and embellish the moment as much as they did the first time they said you were "old" at 31. 
 
 
 
It gets easier for them as you let them know that they are responsible adults and that you are proud of how they turned out. Especially since they were never brought home by the cops. Be sure to pay attention to what they say after that. You just might get a bonus of them telling you were an "OK" Dad.  
 
 
 
My experience has been with girls it could be different with boys.  
 

Rich, thanks. Are you the Rich I knew way back when that called me a month ago whose phone number I lost? If so, please send me an email at mikef@greatharvest.com