Old blog content reposted: Knocking down Dunkin' Donuts.

Reposted. Post dated 14th December 2009. This is from my old blog. I have deleted it already. I'm sorry for the foul words. I was still a bad boy during that time. 

Cube tgk betol2. Ade kumbang.

Aku tak tau kenapa sejak aku post pasal DD tu, aku suke sangat nak reveal hal-hal dalaman DD. Padahal aku dapat gaji dari situ. Tapi aku semacam tak puas hati dgn produk-produk DD. Serious. 3 bulan aku kerja, macam-macam la hal-hal dalaman DD yang aku tau.

Dulu masa aku baru kerja kat DD Mid Valley, aku anggap DD ni satu francais makanan segera yang sangat berkualiti (setanding KFC, McDonald's laa). Tapi, bile dah 2 3 minggu kerja, aku rase ade benda tak kena dgn DD ni. Mmg sedeh kalau aku reveal, tapi aku nak reveal jugak. (gelak jahat).

Ade skali tu, aku shift pagi. Donat sampai dari kilang dalam pukul 8.30 pagi. Habis susun donat, aku buat munchkin (munchkin ni, lebihan lubang donat yang ditebuk. Takdela sedap sangat pun). DD Mid Valley mmg tak ramai sangat org time-time weekdays. So, aku pun lepak la. Masa tu, aku, dgn 2 org staff (termasuk 1 manager baju merah), on duty.

Agak-agak dlm pukul 2.30 tu, mula ramai dtg. Time ramai-ramai tu la, lipas buat hal. Lipas duk menari-nari kat tray donat sampai customer tegur. Aku cakap la dgn Kak N***a, ade lipas kat donat. Kak N***a suruh aku bwk tray pi blkg. Dlm kepala otak aku, aku pk Kak N***a nak buang sume donat-donat tu. Die suruh letak atas meja kat blkg. Aku letak la. Aku gi dpn balik, layan customer.

Bile customer dah kurang, aku pi blkg, tnye Kak N***a, ape nak buat dgn donat2 ni. Die dengan selambanye jwb, "Ko letak balik kat planogram..". Mak aih. Berlakon rupenye. Donat yang dah kotor, dijual balik. Nasib baikla customer lepas tu tak tau. Kalau diorang tau, mmg mampus DD.

Point aku kat sini, DD bukanlah francais makanan segera yang baik. Tak elok sebenarnye, walaupun donat2nye digoreng dgn kurang 2% lemak trans. Sbb ape, sbb walau macam mane sihat pun donat tu, tapi rasa macam haram, ade ke orang nak beli?

Amek contoh, Big Apple. Donat penuh minyak. Tapi, ramai je org beli. Sebab ape? Sebab sedap. Biar staf Big Apple macam sial pun, tp tetap top selling sbb donat sedap. Staf Big Apple serious macam sial. Ade yang tak reti cakap BM. Speaking pun macam nak haram. Tp, ramai je org beli. Customer tak pentingkan LAYANAN, tapi lebih mementingkan RASA. Ko layan la taraf 100 bintang pun, tapi kalau makanan rase macam pasir, customer takkan pandang.

Aku pegi training DD kat Ulu Kelang, pergh. Punyela hebat die brainwash suruh be polite time layan customer. Siap ade step-step lagi tu. Senyum, ucap selamat, sopan, bla bla bla... Boleh gi mampos la step-step ko tuh.

Satu lagi kenapa aku kurang suka dgn DD sbb, donat yang sangat BASIC. Takde variety. Meh aku senaraikan antara donat-donat DD dgn topping/filling die;

1. Choc Frost - Ring donut + choc topping

2. Crunchy Choc - Ring donut + choc topping + cookies (tak rase ape pun cookies tuh)

3. Black Forest - Ring Donut + choc topping + choc rice (rasa lebeh kurang mcm Choc Frost)

4. Swiss Milk Choc - Ring Donut + Cadbury choc topping + orange rice (kurang dpt sambutan)

5. Bendera - Ring donut + vanilla topping + blue and pink rice (tah macam mane dpt nama Bendera tah)

6. Bavarian - Filled donut + custard filling

7. Mr. Smiley - Filled donut + custard filling + banana topping

8. Boston Cream - Filled donut + custard filling + chocolate topping (kononnye paling sedap la ni)

9. Raspberry - Filled donut + strawberry jam

10. Straw filled - Filled donut + strawberry filled

11. Choc Pudding - Filled donut + choc filling (ni pun kononnye paling sedap la ni)

12. Big Orange - Filled donut + choc filling + orange topping

Korang dapat nampak tak ape slack nye? Bahan2 yang diorang ade, CHOCOLATE, RICE, CUSTARD FILLING, CHOCOLATE FILLING, dgn TOPPING yang ntah pape. Bavarian, Boston Cream, dgn Mr. Smiley beza nye hanye lah TOPPING. Hape bende variety ntah.

Daripada pengalaman 3 bulan aku kerja kat francais ni, orang2 atasan akan push manager2 untuk push customer untuk (bape banyak untuk ni) beli RM11 dalam satu resit. Bodoh! Nak suruh customer bazirkan duet semata-mata nak telan donat bangang ni?

Ko kalau nak suruh sangat customer beli donat ko, KASI SEDAP DONAT KO DULU! Baru belajar maen push-push. Kalau ko push-push, tapi customer tak puas hati langsung dgn donat ko, sampai mampos la ko takkan dapat naekkan sales.

Jangan mimpi nak jadi competitor Big Apple, Krispy Kreme, dgn J.Co kalau donat ko macam pasir.

[Nyanyi lagu Bengang (Akim) jap. Bengang nih!]

.....menambah bengang rasa hampa

Runsingnya diriku terasaaaa.....

[Old blog content end here]

Sometimes, it's good for you to work with food franchises. You will know their secret. You will know their management. You will know their tricks. Their bosses want to hear only one word - money. They will do anything to make sure their business run smoothly, while the money flows continuously. 

It's a good experience for me actually. Moral of the story, if you want to run a food business, make sure you prioritise your food and customer satisfaction. No matter how cheap you sell your foods, if your foods are full of dissatisfaction, you will lost. It's all about quality, not quantity.

Flaws, flaws, and flaws. They were disgraceful.

Old blog content reposted: Trolling Dunkin' Donuts.

Content altered. Some F-words were removed for safety (uik!) purposes. However, the originality is somehow, maintained for the authenticity of the fun itself.

Yeahhh! Dunkin Donuts sangat sedap!

Dulu, mase aku baru resign kerja Dunkin Donuts dulu, aku agak bengang la dengan DD ni. Sebab dahla donat tak sedap, tapi pakse customer beli donat banyak-banyak. Nak paksa customer muntah ke?

Time aku dah resign tu, aku plan la kerja bertanduk sikit. Aku taip email panjang gila, sepanjang karangan SPM. Aku buat la cerita aku tak puas hati dengan donat DD yang keras dan tak sedap tu. Aku cakapla aku ni bukan peminat setia DD, tapi peminat setia Big Apple. Ewah!

Tak sampai 5 minit, die reply. Dia kata, tolong rahsiakan semua maklumat ni. Dia akan bagi RM30 voucher kalau aku rahsiakan maklumat ni. Ceh, dahla donat tak sedap, suruh lagi aku telan donat bangang tu. Memang tak la kan.

Nak suruh aku mati makan donat batu tu hari-hari ye Peter Yu? Kau makanla sorang-sorang, aku TAK HINGIN!

Kepada sesiapa yang teringin sangat nak makan donat DD yang free, reka karangan yang hebat lagi bertenaga. Seterusnya, hantarkan ke comments@dunkindonuts.com.my. Tunggu 5 minit, anda akan dapat RM30 voucher free! Apa tunggu lagi, cari komputer dan mulakan tugas anda!

[Kalu cirit birit jangan cari aku!!!]

[Ini yang dia reply sebaik sahaja aku hantar. You can see the lower part of this reply is my complaint. How bad my English was!]

Dear Valued Customer,

You feedback is valuable to us in enticing the DUNKIN' EXPERIENCE within the hearts of Malaysian.

Henceforth we would conduct an internal investigation in regards to your concerns.

However, in order to smoothen the investigation process, we, hereby would like to seek for your kind assistance in providing us the following:

1) Venue of Outlet

2) Date & Time of Incident

3) Name or Description of Staff Involved

4) Other Relevant Details

Thank you for your valuable feedback & we are looking forward to sort your concerns in the least amount of time.

****** ******

Marketing Executive

Dunkin' Donuts

DID        : +6012 2*** ***

Email    : ******@dunkindonuts.com.my

This message is intended for the sole use of the employee(s) of Golden Donuts Sdn. Bhd. and/or entity to whom it is addressed, and may contain information that is legally privileged, confidential and exempt from disclosure under applicable law. If you are not the intended addressee, nor authorized to receive for the intended addressee, you are hereby notified that dissemination, distribution, copying or disclosure of this information is strictly prohibited

---------- Forwarded message ----------

From: *************** <***********__****@yahoo.com.au>

Date: Wed, Aug 26, 2009 at 12:28 AM

Subject: Several complaints

To: comments@dunkindonuts.com.my

Hello.

I just want to make some complaints about your outlet, somewhere in the Central Region of Malaysia.

Last time, I visited this outlet (since I never step-in to the Dunkin Donuts before), and picked several donuts. I picked 4, then, i brought it to the counter, near the donut showcase. I saw the price of 1 donut is RM2.20, so I randomly calculated the total amount of the donuts. I handed them to your staff, then your staff asked me to pick another 2, to make it 5 free 1. He (the staff) said that, 5 free 1 is more better because the price of a piece of donut would become cheaper. I asked him, how much? He said, RM11.55.  For me, it's ok to pick another 2 because it could be my additional snacks when I'm aboard. So, i picked another 2 donuts. I brought it to the counter, and your staff packed it into the box. He then asked me to pick a bottle drink, so I picked it since I thought it was a free gift for me. He assembled my order, and he mentioned the price. I was quite shocked after that. Total amount, RM14.50. WHAT? Just now he said, it is RM11.55. What is this? It's RM3 more than he mentioned.

I'm so sorry to make some remarks about your products.

I often visited Big Apple Donuts, and bought some of them. They were so tasty, Theirs made me addicted. But when I ate yours, I didn't think it's a donut. It is more like a biscuit. Sorry to say that. Additionally, if i picked 5 donuts at Big Apple, none of their staff pushed me to pick 6. Note that.

1. Where are your varieties? I picked Choc Frost, then I saw it haven't any distinguishing features that make it different from Crunchy Choc and Nutty Choc. The taste is almost similar.

2. Why your donuts could 'transform' into a biscuit for about 1 hour after purchased? What happen?

3. Where is your pride? I would say, your pride should be donuts, not sandwiches. If you used to promote sandwiches, more than you used to promote your donuts, I would suggest you to change your outlet name into 'Dunkin Sandwiches'.

I'm so sorry if i make you unhappy about my complaints. As a customer, I have rights to give some opinion to any unpleasant issues.

Thank you.

[Tak lama lepas dia hantar mail kat atas, dia hantar lagi]

Dear Valued Customer,

We deeply regret on your unfavorable experience at one of our outlet in your recent patronage.

As a gesture of appreciation, we would like to recompense your dissatisfaction. In view of this, we would like to compensate you with a RM30 Dunkin' Donuts Cash Voucher.

Please furnish us your name, contact details & postal address for us to proceed with mailing you the vouchers.

Once again, we apologize for your unfavorable experience & we look forward to see you again.

Thanks.

****** ******

Marketing Executive

Dunkin' Donuts

DID        : +6012 2*** ***

Email    : ******@dunkindonuts.com.my

This message is intended for the sole use of the employee(s) of Golden Donuts Sdn. Bhd. and/or entity to whom it is addressed, and may contain information that is legally privileged, confidential and exempt from disclosure under applicable law. If you are not the intended addressee, nor authorized to receive for the intended addressee, you are hereby notified that dissemination, distribution, copying or disclosure of this information is strictly prohibited.

Yang tak tahan nye, ayat aku tuh. Aku tak reply balik lepas tu. Tujuan aku troll DD ni adalah semata-mata untuk tengok management dia macam mana. Are they really care about their customers' complaints? No, they weren't.

[OK. Original blog post end here]

If they really care, they will ask for my phone number and ask me a few questions regarding the incident. Just how Pizza Hut did to me a year later (that was a different story)!

See how they responded. Give vouchers to shut my mouth from spreading this flaws to others? If that's the only way you care about your customers, no matter Dunkin' Donuts is no way to challenge Big Apple, Krispy Kreme, and J.Co donuts. You are thinking about your survival in business but you are not considering customer complaints, the way you should consider. I'm not surprised, by the way. 

You have opened your first outlet in Malaysia, several decades ago, but until now, you still don't have your own website. Your Facebook page, somewhat, useless. Promotion failed! How pathetic!

#PROBLEM?