Comments on: Dunkin’ Donuts Tops Harvard University in Reputation and Ethics http://www.dunkindonutstalk.com/2006/12/21/dunkin-donuts-tops-harvard-university-in-reputation-and-ethics/ For the Dunkin Donuts enthusiasts of the world Fri, 04 Jul 2008 13:54:30 +0000 http://wordpress.org/?v=2.0.2 by: Sheila http://www.dunkindonutstalk.com/2006/12/21/dunkin-donuts-tops-harvard-university-in-reputation-and-ethics/#comment-39600 Mon, 24 Sep 2007 12:58:29 +0000 http://www.dunkindonutstalk.com/2006/12/21/dunkin-donuts-tops-harvard-university-in-reputation-and-ethics/#comment-39600 Dunkin Donuts managers are mostly non-legal immigrants. How could the DD management hire them, they should be fined. They can't even speak English. Homeland Security should be alerted. Dunkin Donuts managers are mostly non-legal immigrants. How could the DD management hire them, they should be fined. They can’t even speak English. Homeland Security should be alerted.

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]]> by: sal http://www.dunkindonutstalk.com/2006/12/21/dunkin-donuts-tops-harvard-university-in-reputation-and-ethics/#comment-12819 Sun, 04 Feb 2007 06:04:03 +0000 http://www.dunkindonutstalk.com/2006/12/21/dunkin-donuts-tops-harvard-university-in-reputation-and-ethics/#comment-12819 I can't beleive there is going to be a dunkin donuts in china and none in california. i agree on the idea to have a petition to bring dunkin donuts to CA. I can’t beleive there is going to be a dunkin donuts in china and none in california. i agree on the idea to have a petition to bring dunkin donuts to CA.

]]> by: Marissa http://www.dunkindonutstalk.com/2006/12/21/dunkin-donuts-tops-harvard-university-in-reputation-and-ethics/#comment-12702 Wed, 31 Jan 2007 07:11:44 +0000 http://www.dunkindonutstalk.com/2006/12/21/dunkin-donuts-tops-harvard-university-in-reputation-and-ethics/#comment-12702 CALIFORNIA?? WHAT ABOUT IN NEVADA? I WOULD LIKE TO SEE SOME STORES IN LAS VEGAS AS WELL. I AM ORIGINALLY FROM THE EAST AND I USED TO GO AT LEAST 3 TIMES A DAY BACK HOME, BUT SINCE WE MOVED OUT HERE, NONE.........I AM JONESING FOR SOME DUNKIN DONUT COFFEE.... CALIFORNIA?? WHAT ABOUT IN NEVADA? I WOULD LIKE TO SEE SOME STORES IN LAS VEGAS AS WELL. I AM ORIGINALLY FROM THE EAST AND I USED TO GO AT LEAST 3 TIMES A DAY BACK HOME, BUT SINCE WE MOVED OUT HERE, NONE………I AM JONESING FOR SOME DUNKIN DONUT COFFEE….

]]> by: ROCKY http://www.dunkindonutstalk.com/2006/12/21/dunkin-donuts-tops-harvard-university-in-reputation-and-ethics/#comment-12689 Wed, 31 Jan 2007 01:23:13 +0000 http://www.dunkindonutstalk.com/2006/12/21/dunkin-donuts-tops-harvard-university-in-reputation-and-ethics/#comment-12689 Great T V Commercial tapping what looks like an American Ash Tree and talking about Maple Syrup ??What is up with this gaff ,was it that hard to see what the bark of a real Sugar Maple Tree would look like ?Geesh This is so sad for all in the Sugar Maple Industry.What a damm Insult. Great T V Commercial tapping what looks like an American Ash Tree and talking about Maple Syrup ??What is up with this gaff ,was it that hard to see what the bark of a real Sugar Maple Tree would look like ?Geesh This is so sad for all in the Sugar Maple Industry.What a damm Insult.

]]> by: Anthony Glass http://www.dunkindonutstalk.com/2006/12/21/dunkin-donuts-tops-harvard-university-in-reputation-and-ethics/#comment-12435 Tue, 23 Jan 2007 00:49:46 +0000 http://www.dunkindonutstalk.com/2006/12/21/dunkin-donuts-tops-harvard-university-in-reputation-and-ethics/#comment-12435 Your signs say get a free donut with Any Large Coffe but a Xlarge coffee is not included at my store in springdale Ohio because it not any large coffee. but you 90 % more for my Xl coffee vs your Large cup. It stupid xlarge cups shuld get a donut too !!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Your signs say get a free donut with Any Large Coffe but a Xlarge coffee is not included at my store in springdale Ohio because it not any large coffee. but you 90 % more for my Xl coffee vs your Large cup. It stupid xlarge cups shuld get a donut too !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

]]> by: Ida http://www.dunkindonutstalk.com/2006/12/21/dunkin-donuts-tops-harvard-university-in-reputation-and-ethics/#comment-12383 Sun, 21 Jan 2007 23:48:44 +0000 http://www.dunkindonutstalk.com/2006/12/21/dunkin-donuts-tops-harvard-university-in-reputation-and-ethics/#comment-12383 What's up with this new format? Why is the latest posting December 21st? What happened to the old forum? What’s up with this new format? Why is the latest posting December 21st? What happened to the old forum?

]]> by: Michael Faulkner, Ph.D. http://www.dunkindonutstalk.com/2006/12/21/dunkin-donuts-tops-harvard-university-in-reputation-and-ethics/#comment-12323 Sat, 20 Jan 2007 17:27:17 +0000 http://www.dunkindonutstalk.com/2006/12/21/dunkin-donuts-tops-harvard-university-in-reputation-and-ethics/#comment-12323 For years I used Dunkin Donuts cases in my busness and marketing classes to demonstrate to students how easy and effective quality customer service should be. Today, with so many "commodity" options available to consumers, Dunkin Donuts could easily loose its brand loyaty unless it takes exceptional care of its customers. I have been a regular customer of the Dunkin Donuts store on Stelton Road in Piscataway, New Jersey for at least 8 years. I have gone there daily sometimes twice a day during that time even though there are two store closer to my home and work. Recently my wife purchased a gift card for $25 for my birthday and paid cash for it along with some other items. Apparently the store employee who sold my wife the card did not properly register the card because several days later when I went to use it the card had a zero dollar balance. I went to the store to talk to the manager feeling confident that because I was such a regular customer that I could get the issue resolved quicly and to my satisfaction. Instead, the manager was defensive and rude. Her best response was I would have to wait for two days for her to "look at the books" . Well. now, this store has lost a customer for life. They may not miss the $1500 to $2000 annual sales from me but It will be my mission to tell everyone I can to avoid that store. I will use this case in all my classes as an example of head-slapping stupidity by a small busness and how to lose business over dumb management decisions. Dr. Faulkner For years I used Dunkin Donuts cases in my busness and marketing classes to demonstrate to students how easy and effective quality customer service should be. Today, with so many “commodity” options available to consumers, Dunkin Donuts could easily loose its brand loyaty unless it takes exceptional care of its customers.

I have been a regular customer of the Dunkin Donuts store on Stelton Road in Piscataway, New Jersey for at least 8 years. I have gone there daily sometimes twice a day during that time even though there are two store closer to my home and work. Recently my wife purchased a gift card for $25 for my birthday and paid cash for it along with some other items. Apparently the store employee who sold my wife the card did not properly register the card because several days later when I went to use it the card had a zero dollar balance.

I went to the store to talk to the manager feeling confident that because I was such a regular customer that I could get the issue resolved quicly and to my satisfaction. Instead, the manager was defensive and rude. Her best response was I would have to wait for two days for her to “look at the books” .

Well. now, this store has lost a customer for life. They may not miss the $1500 to $2000 annual sales from me but It will be my mission to tell everyone I can to avoid that store. I will use this case in all my classes as an example of head-slapping stupidity by a small busness and how to lose business over dumb management decisions.

Dr. Faulkner

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