We asked for the manager and he said, the supplier didn't show up. We asked why they don't just buy some bread in one of the 4 supermarkets nearby or bakeries. The Manager answered they have to use their supplier for bread. Only as we were leaving the Highlands Coffee he started to say he will serve us coffee first and then go to the supermarket.
Actually that's the big problem Highlands Coffee has: If there is a problem, there is no solution. I as the customer have to offer solutions. Especially when there seems to be a violation of the companies policies. Why isn't the management able to give more responsibility to the staff on the ground to just buy some baguette when the supplier is late? Is it more important to wait for the supplier or to have satisfied customers?
A good service is not only to have always good quality, it's also the ability to be flexible on that high standard.
