Happy Pancake Conundrum

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Brennan Sahagian Charles Mitchell English 101 Due: Midterm Happy Pancake Conundrum Since the decision to replace butter with margarine at Happy Pancake House restaurants, there has not been a change in the total number of customers. However, there may be a problem with an unspoken number of unsatisfied customers. The fact that two percent have complained of their own accord should cause some alarm. If a customer does not voice his or her concern, it does not automatically mean he or she is satisfied. It may mean the opposite. Many customers may not voice their concerns because this causes a conflict. Conflicts, oftentimes, are uncomfortable and bring about a generally unpleasant experience. Those same customers may decide not to return to the restaurant as an alternative to conflict. Without saying a word, they may not ever come back. They also may return and just avoid the margarine altogether. Fear of conflict is a plausible explanation for a lack of complaints, but there still may be unsatisfied customers. The servers need to put out an extra effort to find out if silent, unsatisfied customers are leaving with no intention to return. Without having an honest conversation with the customers, their opinion cannot truly be known. An open dialogue about replacing butter with margarine could take place at the table between servers and customers. Assuming a customer does not have knowledge about the difference between butter and margarine is negligent thinking. Protocol should be to notify the customer that margarine is used as a substitute. A discussion like this may prompt a verbal response and develop more room to assume what the customer knows. If there is no response from the initial engagement, clearer assumptions can be made about the customer’s knowledge. Another reason for the lack of complaints could be the average customer

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