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Corporate is very unresponsive to feedback, and I'm starting to see runs in the fabric. My 'old' Panera in north San Diego county was amazing. You almost felt

Corporate is very unresponsive to feedback, and I'm starting to see runs in the fabric. My 'old' Panera in north San Diego county was amazing. You almost felt justified paying their higher prices because the atmosphere was welcoming, the 'vibe' was friendly, and it was a Starbucks-like 'third place' better than Starbucks. My 'new' Panera hasn't seen me but twice since I moved to San Gabriel Valley. The manager that's usually there is short and you feel like you're an interruption to...whatever it is they would rather be doing. I stopped going after getting the exact same treatment the second time. I e-mailed their corporate offices with specific compliments / criticisms, and never heard a word. I want to be their customer, because they have a few sandwiches I like. But now I just go to the local Italian deli and get food that's as good with a much better price tag. And, just in case it was the fault of one GM: I've been back to my old Panera, and they're suffering many of the same problems. It feels like the problem that Gateway and Dell have both faced: initial high-quality, high-value, high-attention environments can easily degrade over time.

messel 17y ago
That definitely sounds like the specific management style versus business framework/methodology. I suspect there's a distribution of quality of stores for Panera and I may have been fortunate enough to live close to a store with an excellent management team. What advice would you give to Panera leadership to maintain quality service and vibe? This type of problem is present as you pointed out throughout industries. Initial enthusiasm becomes replaced by the glum habit of doing just enough. I have written a fair share of posts on inspiration, and leadershi, it's a big topic. The concept we're referencing has to do with dedication/willpower and sustained effort. Seth Godin shares some related ideas in "the Dip". He gave me a signed copy Thursday, but if you like I'll mail it to you.

messel 17y ago

That definitely sounds like the specific management style versus business framework/methodology. I suspect there's a distribution of quality of stores for Panera and I may have been fortunate enough to live close to a store with an excellent management team. What advice would you give to Panera leadership to maintain quality service and vibe? This type of problem is present as you pointed out throughout industries. Initial enthusiasm becomes replaced by the glum habit of doing just enough. I have written a fair share of posts on inspiration, and leadershi, it's a big topic. The concept we're referencing has to do with dedication/willpower and sustained effort. Seth Godin shares some related ideas in "the Dip". He gave me a signed copy Thursday, but if you like I'll mail it to you.