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 PFB Investigates - Papa John's Poor Customer Service - The Next Chapter
Posted Thu February 19, 2009 12:00 pm, by
On Tuesday, Feb. 17th, we posted the details of an encounter with Papa John's customer service process.
Since then, the following has occurred:
1. Despite my request not to escalate this because I had no desire to speak to the franchisee after all of this, Sean apparently escalated it anyways. Tuesday night, I received an email from the Papa John's business development guy for the West region which simply asked me to let him know if I don't hear from the franchisee. That was it...nothing else.
I promptly sent him back an email stating I didnt care if I heard from the franchisee because if he didn't value my feedback at the time I provided it, I don't value his concern now that Ive raised a fuss. I didnt receive a reply.
2. Yesterday, Feb. 18, the franchisee attempted to contact me. I wasn't here to take the call so he left a message. Without further comment (I'll provide my thoughts on this tomorrow), here is the voice mail he left. I'd love to hear your thoughts on this.
Papa John's voicemail
-Greg (PlanetFeedback's Mr. Helpful)
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Luis is a dork. I don't think anyone would disagree with that. I'd
never leave a message on a machine if I had a seriously escalated
issue.
You make awesome points.
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Seems they are still not wanting to discuss the original issue. But
they are willing to sweep this under the table for two free calzones.
From the tone of "Luis'" voice he sounded bored like it was an effort
to say he would call you back when you could discuss this issue
together, Instead he chose to brush you off and figure two calzones
will bring your business back.
WTG Papa John's...great way to show how little you think of your
customer and their inquiries/questions.
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I can't listen to the voicemail at work, but my opinion thus far is
this: I"m always surprised when a business OWNER doesn't act like a
business OWNER.
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by Just Jeffrey Posted Thu February 19, 2009 @ 1:00 PM
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I think, at this point, they have written you off.
They SHOULDN'T do that, of course. But I'm guessing they have.
As for the voice mail from the franchisee: every customer is
different. I'll bet there are plenty of people who would be happy to
get the 2 free calzones. Others would be upset that the voice mail
didn't carry any form of apology or ownership for the problem. Some
might want more than 2 calzones and feel that, if only they offered 10
calzones, all would be right. Others wouldn't be happy with anything
short of the bad employee being fired.
Me, I'm not big on the need for the word "sorry," but I know many are
and this voicemail is not going to work. For me, I'd want the
franchisee to explain to me why this happened and to tell me what he's
personally doing to ensure it doesn't happen again. And I'd want to
talk to the business development guy, to get him to give me the same
explanations.
But that's me. And every customer's needs are different.
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SHARED LETTERS 
del.icio.us
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