KB
Kevin Spencer Beckford
Jul 20, 2026
Dunkin’ — 2787 Monroe Avenue, Rochester, NY 14618, near the corner of Clover Street in Brighton
After staying away from this Dunkin’ location for 2 years, I can honestly say: I’m back!
For many years, I was a loyal, daily customer. The employees knew me, I knew them, and they knew my usual order: a hot Americano with an extra shot of espresso, three creams and two sugars, along with a lightly buttered and toasted croissant sandwich with egg, American cheese, well-done sausage and crispy bacon.
Unfortunately, over time, frequent employee turnover, inconsistent preparation and a particularly disrespectful customer-service experience caused me to stop visiting this location altogether. That was not an easy decision after being such a loyal customer, but I no longer felt that the quality of the food or the customer experience justified returning.
Recently, I heard that the location had a new team and had been remodeled, so I decided to walk inside and give it another chance. I am very glad that I did.
The remodeled restaurant feels much more open, welcoming and customer-friendly. Instead of equipment blocking the view, customers can now see and interact with the employees behind the counter.
Most importantly, Vanessa was exceptional. She was warm and friendly before I even placed my order. She listened attentively to every detail, prepared everything exactly as I requested and even came out from behind the counter to check on me and make sure I was enjoying my meal.
My croissant sandwich was absolutely delicious, and the Americano was perfect. Vanessa reminded me why I once enjoyed coming to this location every day. I told her that she had successfully reestablished me as a customer, and we were both so happy that we took a selfie together.
To the owners and leadership, my experience offers an important reminder: investing in employees is one of the best investments a business can make. That includes paying employees a livable wage so they can focus on serving customers rather than constantly worrying about whether they can pay their bills. It also means providing robust, thorough training that prepares employees to make the full range of products correctly, listen carefully and meet each customer’s individual needs.
When employees are paid fairly, treated with respect, properly trained and supported, they are more likely to stay. That stability creates consistent, positive customer experiences—and loyal customers notice. When that investment is missing, a business can lose not only an employee but also years of revenue from customers who choose not to return.
Vanessa played a key role in earning back my trust and my business. She is a wonderful representative of this Dunkin’ location, and I hope ownership and management recognize the value she brings to both the team and its customers.
Thank you, Vanessa. After nearly three years away, I’ll be back!
Kevin