It pays to complain
Well, sort of. I emailed Bruegger's about some bad service I had while I was there with my parents a couple of weeks ago, emphasizing that I had previously had great service at another location and was disappointed about the latest experience. Not only did I get an apology email from both the online customer service and the Madison manager, they sent me a $10 off coupon in the mail! So now Jason and I will get to have an almost-free meal at Bruegger's this weekend. All because I sent a firm and honest email about the experience. Woo hoo!