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Dunkin' Donuts sued over child's hashbrown burns
September 13, 2009
A Dunkin' Donuts customer is suing the chain in a $200,000 lawsuit after her 15-month-old son was badly burned by overheated hash browns, according to a story in The Patriot-Ledger. The Quincy, Mass., woman said her son bit into the hashbrown but dropped it onto his neck after finding it too hot. Despite treatment, the boy still has scar tissue.
According to the Patriot Ledger, Dunkin' Donuts released the following statement:
"At Dunkin' Donuts, the well-being of our customers is our number one priority. We have been made aware of the complaint, and we are looking into the situation."
The customer said she chose to file suit after reporting the incident to the manager but felt brushed off.
In his white paper "How To Use Customer Complaints to Your Advantage," Andrew Schmidt says customer complaints should be treated as an opportunity to keep business from going somewhere else.
From How To Use Customer Complaints to Your Advantage:
A dissatisfied customer is without a doubt the worst form of public relations and advertising that any hospitality entity can have.Fix the problem to his or her satisfaction before he or she leaves the restaurant or hotel property. If this is done, it is likely that you have kept that customer from abandoning your business altogether. Often, the attitude of employeesis more important than their technical skills. If they are positive and reassuring in their efforts, the customer will certainly acknowledge their attempt to resolve the issue.
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