Sunday, February 10, 2008

BIGGBY COFFEE -- Maumee, OH

I was just at the Maumee Ohio location this afternoon.

It was well staffed and they were attentive.

Procedurally they missed, never asked me for my frequency card, and never asked me if I wanted anything else....and never told me where I could pick my drink up.

These procedures are improtant to great customer service.

Position Priorities and PERC were not being fully utilized at this location....this is detrimental to a successful business.

Many marketing materials were outdated and wrong, there were handmade signs...very disappointing.

On a good note there was a brand new outdoor sign....it looked great!

This store will have difficulty being very successful.

5 comments:

javajunkie said...

WE LOVE BIGGBY! I don't know much about the Maumee store, but shame on you for not stopping at the Cricket West store in Toledo! These folks know BIGGBY! In Toledo, you are ten minutes from EVERYWHERE so you can easily choose from several BIGGBY locations, Maumee, Perrysburg, Cricket West, Byrne Road or downtown. My favorite, by far, is the Cricket West store. They ALWAYS ask for my frequency card, offer a fresh scone and direct me to a newspaper and freshly washed table. The university crowd hangs at the Cricket West store and I, being a former hip collegian myself (twenty some years ago), love to eavesdrop and “people- watch” as I gnosh on my blueberry scone and savor my grande mocha. The barista asks me about my day and has the enthusiasm of a cheerleader as she or he prepares my brew. Cricket West is my "relaxation station" however, my daily route takes me to the downtown Toledo location where everybody knows my name and they're always glad I came. Cup sleeves are a luxury, but swift service and interesting small talk cover a multitude of sins. The world is a much better place with Biggby in it. Next time, Bob, spend a little more time in T-town...after all, Toledo IS "alive and kickin'!"

❉ pixie ❉ said...

I have to say Bob that we love the Maumee Biggby. Great staff and always good service. Perhaps it was an off day?

Bob Fish said...

Ok...I'll give Maumee another shot...they deserve it...one of the first BIGGBY cafes in Toledo.

And, yeah....I gotta spend a some more time in T-town...btw if you spot me....I'll buy!

Java Jen said...

Bob-
Please don't hold this one experience against the Maumee store. My husband & I are regulars there, we love the baristas & their concoctions. A Starbucks (boo, hiss!) just opened about 10 minutes away from our place-and we still would rather go to Bigby!

The Maumee store rocks!

Mike Schmitz said...

Bob,

I don't know what your experience was like, but we have alwya loved going to the Maumee store. In fact that store is what sold us on Beaners/Biggby. The baristas treat us like family and know what my wife wants before we get to the counter. And if it's a slow time they start making it as we walk in.