The Saga of the Blown Light bulb

Boost Juice, East Gardens. The regular reader might have been following this story for a while. In essence, it is about how a blown light bulb at a Boost Juice franchise has remain unrepaired for the last few months. (It could be a faulty light fitting - but it still remains unrepaired). Not exactly high drama, I know, more like a soap opera. But I now find myself questioning whether their product is the quality they claim it to be - after all, retail is detail. And based on my experience this is an indication of a franchise system not operating as it should.

(Some researchers would call this a longitudinal study - I call it customer experience).

It still remains a problem - but contrary to previous occasions, this time I walked away without purchasing anything - if they can't be bothered, neither can I.

I have just written per email, to the Boost Juice customer service team. Let's see how long it takes to get a response.....

Here is the history of the posts for your convenience:

October 28, 2009

October 6, 2009

September 16, 2009

Retailer's Hot Water

Fragrance Connection, East Gardens.  A stand out Hot Water by Davidoff display.  This is in contrast to the visual clutter of the rest of the store, showing that 'Less is More'.

Why are the lights STILL out at Boost Juice ?

Boost Juice, East Gardens.  I visited my favourite juice bar today, the subject of earlier posts about their failure to replace the blown lightbulb.  Would you believe that, months later, the offending bulb has STILL not been replaced ?  A closer inspection revealed the ones in the 'ceiling bulkhead' had a few blown bulbs as well - at least 4 out the 12.   Do they really think these things do not matter ?    Now, here's the point - if they cannot take care of the little things like broken lightbulbs what hope is there they will take care of the big ones, like product safety, good quality ingredients, good hygiene and customer service ?

When the System breaks down

Boost Juices franchise store, East Gardens. I have had extensive experience in setting up and running franchise systems. I have also long admired Boost juice for the freshness of their product and their presentation, overlaid with a slightly quirky style. They are good operators. So, it was interesting to see, for the first time I might add, the subtle signs of a franchise being 'non-compliant'.

Have a look - note how the franchisee is not dressed in uniform - I must add he was friendly, and efficient. Note too how one of the light bulbs has blown above the POS area - a minor thing, but it takes a positive (cool lights) and quickly turns it into a negative. My juice was still great, by the way.

So, these are small things, right ? Actually no. They are a dilution of the brand promise. Brands have many inter-related components. Break one, and the system breaks down.