Michael M

I gave service one star not because of the people, but how management conducts business in regards to their kiosks.

So here's a problem I have with this particular Panera.

Now, this review does not apply to all Paneras, but rather this particular location or others like it who have removed drink cups from the kiosk.

There's a notification within this location stating that if a drink is ordered at the kiosk, the customer must go up to the register, give their name so that the employee can look up and verify that they did purchase a drink, and then the employee will give the customer a cup

I can definitely understand this mindset. Otherwise a person could just walk up, grab a cup, get a drink, and walk off without paying. Nevertheless, the entire purpose of a kiosk is to avoid having to go up to the register.

I'm a member of their Sips program. I pay a monthly fee in order to obtain drinks at no charge. It's a great program for those that can access a Panera frequently and does so at a regular basis.

I do this because I do enjoy Panera coffee and so that I can go in, grab a drink, and walk out making my way to work or my day's errands.

There's no point in me using a kiosk and then having to wait in a line that goes all the way to the door just to get a cup.

Again, I pay a monthly fee and use the kiosk to avoid this very situation.

So what's the solution?

I'm not sure if this location is a franchise, but I would believe it if I discover that it was because a franchise owned by an individual rather than corporate Panera would worry about cups and drinks.

The only solution I can see comes down to two options.

1) The owner/operator accepts that there may be a few occasions where it dishonorable person will take a cup and drink without paying.

Or

2) Redesign the kiosk menu so that it can only be used for purchasing food or a drink WITH food. A person would have to wait for the food to be prepared at the cafe and they can get a drink with that food, so they would have to wait anyway. The only point of the kiosk would be to place their food order quickly so that it can get started rather than waiting in line. In terms of a person ONLY wanting to get a drink, the kiosk is completely useless, so the ability to order ONLY a drink should be removed.

Again, what is the point of a kiosk to order ONLY a drink if I still have to stand in a line for the cup?

Other Paneras I've been to (for example the one in Fredericksburg VA off of Carl D Silver parkway) still have the cups next to the kiosk. I don't know if it's a franchise or corporate, but I think that location simply accepts that the majority rules and the majority of people are honest and pay for the cup in which they take.

For businesses where customer service matters, it's better to make the majority happy.

I suspect that Panera's largest profit margin (corporate or franchise) doesn't come from the drinks anyway.