I have to admit, even as a Gen-X’r I love 50’s diners. I grew up in a small town where I caught the “tail end” of the diner era, just before fast food killed them. We used to have one on Richmond Road called Rockabilly Cafe and were regulars. It’s a simpler food, and, the retro theme breaks us out of the hotspot-entrenched digital world that we work in each day. But Rockabilly closed and the much more hip and modern Panera Bread Co. took over. Ah progress.

I always thought Rockabilly was busy, but their managers had accounting backgrounds and must have seen something different in the monthly receipts - after all, it’s very hard to run an independent restaurant. I would have paid more for my meal to keep the place going but I know most wouldn’t. I also like their other gig, the Common Grounds coffee shop, but that’s another post.

Lexington has the Parkette Drive-in, which maintains some of that flavor - but we also try to break out of the car culture a little when dining as a family, and frankly eating in the car ain’t quite the thrill when you’re in a mini-van. To sit around a chrome-edged table with a juke box playing, sipping milk shakes straight from the blender cup is much more fun.

Johnny Rockets seems to be a well-honed system that is typical of a mature franchise. The closest are in the Cincinnatti area and now there’s one at Newport on the Levee near the Aquarium. I am hoping that one will soon be in Lexington - perhaps downtown or near campus. There’s nothing like it now. All I know is that we’ll be there.

In the months since I wrote this original post, and its rise to the top of Google, Qdoba’s service has improved dramatically here in my city and so I have decided to strike out my post.

We think the food they create is awesome. I don’t know if my post about their grumpy employees made a difference, but SOMETHING did, and my last dozen visits have been increasingly satisfying. I hope they continue to take care of their regular customers and that the managers keep on recognizing the importance of keeping us coming back.

Nice Job Qdoba.

In the past 12 months, my trusty Quicken report shows that I spent around $900 at Qdoba Mexican Grill. We love the food, and even call it “Qdoba Night.”

This is a shining example of successful brand loyalty. We have built the brand into our daily routine. It’s the holy grail brand managers and you know that Jack in the Box, Inc (owner of Qdoba) spends countless hours and dollars working to achieve just this effect.

But something is wrong.

When I buy my “standard” $26 order for dinner to take home, why do they charge me $0.79 to substitute a spoonful of Guacamole for a spoonful of Sour Cream on one of my meals? The rest of my meal is prepped as-is, and we never grumble. I usually leave a tip. Probably costs them less than a dime to make and serve this spoonful, minus the cost of the sour cream. So, perhaps 5 cents.

Jack in the Box is failing in the education of franchise managers in the art of caring for their Qdoba brand at the customer level. Where I’d calculate the average order price probably around $13-14, my near-$30 purchase and worn out Qdoba card should indicate my status as a customer-to-keep. Perhaps they should have unwritten rules about it, pehraps they should be empowered to make the call. At least they shouldn’t act mad I asked (they always seem to get grumpy when I make this simple request.) Very, very dumb.

I could have a story to tell about great food, freshly made fast in front of you, but instead, I have repeated encounters with grumpy employees charging me for tiny adjustments. And now, I’m blogging in front of several thousand people.

The company brand can be developed and polished to a shine at corporate headquarters, but easily marred at the last minute. And when that happens, nothing can save it.

Seth Godin’s post speaks to a similar issue - Also check it out.