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February 12, 2013

Wendy’s embodies good customer value

by cab5de

I figured I would share my most recent experience at Wendy’s as an example of a company that embodies good customer value. After learning that a certain friend from London had never eaten at Wendy’s, I immediately brought her there to experience a Dave’s Hot and Juicy burger as well as the famous Frosty. 

In my Christmas stocking, I had received a Wendy’s key tag that granted me free Jr. sized Frosties for the entire year of 2013.  After we excitedly ordered the food and Frosties from the Charlottesville Wendy’s, the cashier admitted that she was not familiar with the free Frosty program.  A manager came out from the back to address the situation.  As soon as he saw the key tag, he asked if I was from the Washington, D.C. area.  He informed me that the card only worked in the D.C. area and at other participating locations, of which they were not one.  Although disheartened, I said that I would pay for the two Frosties because my friend from London just had to try one.  However, the manager quickly offered to give us the Frosties for free and pay out of his own pocket for them.  I told him that it was not a big deal to pay for the Frosties, but he insisted that we get them for free.  Although the Charlottesville Wendy’s does not participate in the key card promotion, the manager valued me as a customer and took the liberty to keep me satisfied.  Now that’s what I call putting the customer first!    

– Christina
   

 

 

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