Poor Service Awards

After my article in my newsletter this month highlighting the poor quality of service I get from Mugg & Bean, it has been the topic of discussion for many. Even though it is frustrating to be served at the Bean, i went back three times yesterday to meet with clients and potential clients. People kept asking me "Why do I keep coming back?"
The reasons are:

1. It is well known landmark and easy to find
2. The tables are numbered so I can sms new clients to find me
3. The price for office rental is only R10.80 for the whole day, free coffee included
4. The have internet access
5. Their apple pie is the best for a mid morning snack (no cream) to keep me going

But

1. Their staff seem disconnected to what the mission statement says
2. The good staff members have moved on to better jobs leaving some very poor service levels
3. The staff play the blame game pointing to others when things need done or go wrong (unforgivable in my world)
4. I am beginning to get sick of the coffee taste

But I just may keep going back to meet clients and use all this as great learning visual aids for others in the hospitality business.
Come on Mugg & Bean, get with it, you are an SA icon, do not let us down.