Panera's Positive Public Relations

The other day I went to Panera to get a loaf of their raisin bread. As you may know, Panera bakes, serves sandwiches, soups and other foodstuffs.

I didn't see any raisin bread, but thought I would ask. The clerk who waited on me checked and said she was sorry, but they were all sold-out of raisin bread. I said, I, too, was sorry, and started to leave.

"But wait," she said. "You could call in and have us reserve a loaf for you next time so that it would be here when you stop to get it."

With that, she took one of their catering brochures, turned it over on the back, grabbed a pen and circled their store location and phone number. "Here," she said,handing me the brochure, "that's our number and we'll be happy to save a loaf for you."

She couldn't have been more helpful if she had owned the place. Even though they didn't have what I wanted, I left feeling pleased about how I had been treated

I don't know who she was or who trained her, but she was a great PR person for Panera!