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Choosing our religion

March 2, 2007 5:36:38 PM

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Things were different then. “On Sundays, I can remember times in our shop that we would make 1300 or 1400 dozen,” Dettore recalls. “By the time Mass got out — nine o’clock Mass was probably the biggest — you might have three bakers in the kitchen. And the manager, maybe even the owner, four or five counter people, everybody went to the counter at 9:50. You worked on selling donuts, and they cleaned you out.”

The next decades saw steady growth and greater attention to branding: Fred the Baker; “Time to make the donuts”; “It’s worth the trip!” By the 1980s, everyone in New England knew Dunkin’ Donuts. But no one, it seems, remembers it ever being quite this popular. Airwaves blanketed with ads. New stores everywhere you turn. Lines 20-people long on Monday mornings. Curt Schilling shilling for the New England Maple Cheddar Breakfast Sandwich. Sidewalks strewn with pink and orange. When and how did Dunkin’ Donuts go from being a damn good donut store to an omnipresent symbol of Greater Boston identity?

“I think the transition happened probably 15 years ago,” Dettore speculates. That was when Dunkin’ expanded its business model to include kiosk outlets. Before then, each Dunkin’ franchise was a full-service shop, fully equipped and with its own baker. But bakers are the highest-paid employees in the donut business, and baking equipment is a major investment, so an outlet would have to attract some serious traffic to offset the expense.

In his day, Dettore says, “We would have our bakers doing minimal tasks just to justify their existence. If you let them produce as much as they can produce in eight hours, you have to throw most of it away.” Now, a smaller shop “can be part of a network where they have three or four kiosks in the area and they drop product off to each of those once or twice a day.” As a result, Dunkin’ counters have become ubiquitous, and brand visibility has skyrocketed.

Baked goods are only part of the story, however. Increased efficiency and expansion turned the brand into a local fixture, but the sales that supported that growth were fueled by one thing: coffee. Coffee, coffee, coffee, and then maybe a top off. The black stuff now accounts for 63 percent of Dunkin’ Donuts sales: 2.8 million cups a day, 16 percent of all coffee sold by the cup in the US. There have even some rumblings of dropping the “Donuts” from the chain’s name. “When they realized the strength of their coffee product,” Dettore says, “is when they started advertising more.”

070302_dunkins_main3
WORTH THE TRIP: Top to bottom: Dunkin’ Donuts’s first store in Quincy, a recent franchise in Bali, and a translated sign in Chinatown (photo by Dan Watkins).
Identity donuts
Increased advertising and franchising cannot fully account for the current turbo-hot efflorescence of the Dunkin’ brand, though. Deeper forces are at work — forces that have to do with who we are, how we see ourselves, and how we wish to be seen.

As coffee sales increased, the chain’s priorities changed. As did its competitors. Most Mister Donut outlets were swallowed by Dunkin’ Donuts’s then-parent company, Allied-Lyons, in 1990. Krispy Kreme’s briefly ballyhooed 2003 foray into New England was a bust. Dunkin’ soon had just one chief competitor. It may not be a coincidence that the beginning of the Dunkin’ Donuts apotheosis roughly coincides with the arrival of the first Starbucks in New England, on Charles Street in 1994.

“I would say what Starbucks has done is turn coffee into identity, as a way to make a statement about who you are,” says Bryant Simon, a history professor at Temple University who, as research for a book he’s writing about the Seattle–based coffee goliath, has been to more than 300 Starbucks locations in six countries. “That has meant that everyone has had to position themselves vis-à-vis Starbucks.”

It’s a simple dichotomy. And it shouldn’t be too hard to tell which side of the fence you’re on. Just look at the Starbucks in Central Square, and compare it to the Dunkin’ Donuts just across Mass Ave. In one, piped-in music percolates down and steam ascends ephemerally from behind a granite counter. Well-dressed people sit in upholstered chairs, squinting into placidly glowing laptops. In the other, folks line up in a spare and sterile space, brightly lit by fluorescent bulbs. They place an order perfunctorily — perhaps, on Valentine’s Day, an old man pauses for a moment to flirt with his favorite cashier. They get their coffee and their food. And they leave. Coffee as fuel. Coffee as lifestyle. Which you choose is up to you, but very few people choose both.

So why does Dunkin’ Donuts hold the edge in these parts? The home-town advantage is one obvious factor. Outside the original Dunkin’ Donuts — it’s barely recognizable now compared with the image in an archival photo; its sparkling Eisenhower-era cheerfulness and jaunty signage having been remodeled and abraded into a drab, generic strip-mall storefront — Quincy native John Menz, 65, confesses that he pops in “about once a day. I lived here all my life, so I been coming here since it opened. They’re an old Quincy family. Its roots are here.” And, not for nothing, “I like their products. I usually get a pastry, just to start the day.” He holds up his cup. “Lahge regulah.”


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COMMENTS

This was really funny and sooooo true. I don't drink coffee myself and according to one online quiz it made me less of a Bostonian/Massachusetts (ite?). Because I missed the coffee questions, I only scored 84%. 84% for a total native!

POSTED BY bostonmaggie AT 03/01/07 8:48 AM
Intersting story and pretty true. I'm from a middle class Boston family and I can't recall a time when we weren't tagging along with my mom or dad to hit a dunkies. Shit, 2 of my brothers worked at a store for awhile. I am the black sheep of the family however. I can barely gag down a dunkie regulah - all cream and sugar, blech. Do you even taste any coffee? And those dunkie girls and boys love pouring in milk and cream. Just try to get a dark, you practically have to yell at them and then 1/2 the time they still put in too much. Yes, I am a Starbuck's man now, but the rest of my Irish clan swear by Dunkie's and still question my sexuality because I order a vente americano when I get my coffee.

POSTED BY sisyphus00 AT 03/01/07 12:00 PM
I remember a fairly recent photo with Bush Junior at Dunkin. You know, the common guy sort of crap. Come to find out Daddy Senior Bush had just bought into the company!

POSTED BY dave navarro AT 03/02/07 7:24 PM
I remember heading to the D&D on Hancock Street near Neponset after the paper route on Sundays back in the early seventies. That must have been one of the first ones. A couple dozen doughnuts provided breakfast for the whole family and whoever happened to straggle in. The Dunkin’ Doughnuts franchise has never been about health and fitness. As an adult I rarely drink it, though on a job a few years back, D&D trips were a big bonding activity, so I started enjoying a medium ‘regulahh’ and a bagel or doughnut each morning with the group. Needless to say, within 3 months I put on 15 lbs. The big difference I would guess between D&D and other franchises is the number of bolts required to hold up the chairs.

POSTED BY Patrick AT 03/03/07 2:50 PM
I have to admit, this article irked me. I don't ascribe to the way the media in Boston loves to bash Starbucks and how evil it is. Is Dunkin' Donuts really for the working person? What kind of benifits do employees at the precious Dunkies get? Anything? Nothing at all. Starbucks, on the other hand, cares about their employees: everybody who works at least 20 hours a week is eligible for benefits. I've worked at Starbucks for almost 3 years, and I have no complaints. I feel respected as an employee, unlike the other customer service jobs I've had. And what about the customer service at Dunkin' Donuts? Most of the time when I go in there, they screw up my order. I have to taste it before I leave to make sure it's right. Is it that difficult to get a hazelnut coffee very light with no sugar correct? I understand that Dunkin Donuts is a New England institution, but it's not as glorified and wonderful as this article portrays it to be. And customers at Starbucks aren't all zombies staring into their computers: a lot of them do have real lives.

POSTED BY zarinasnow AT 03/04/07 12:42 PM
Dunkin' Donuts is still strange to me. I was born and raised in Los Angles. Long Beach was spotlighted as having the second most doughnut shops per capita in Men's Heath Mag behind Fort Worth, so I don't have a emotional connection to doughnuts. I wonder what the equivalent would be. I guess Macdonald's would be the closest thing we have to a famous export with brand loyalty. Macdonald's has that working man's feel. Bill Clinton famously loves their fries. Now living in Philadelphia, I have to admit that the coffee at DD isn't that great. The coffee at Wendy's is better. You can't really compare Starbucks and DD. I remember my first visit to Dunkin' Donuts. She asked if I took it with cream and sugar. I said yes expecting her to leave room for the two. She should have asked if I wanted coffee with my cream and sugar.

POSTED BY shatbox AT 03/04/07 7:08 PM
Sadly I moved from New England (big mistake) to Nevada, Las Vegas to be precise alas they have no Dunkin Donuts here. Instead they have Starbucks the most disgusting brew I have ever had. I WANT MY DUNKIN DONUTS BACK. I have a list of things I wish to do once I'm back on the home sod: 1: Kowloons 2: Jevelis 3: Dunkin Donuts Its true they have the BEST coffee I have ever tasted from Europe to America West nothing compares...

POSTED BY snappa45 AT 03/05/07 2:10 AM
Screw'em both. I wish there were more Honey Dews around.

POSTED BY adamrobert12 AT 03/05/07 4:09 PM
According to Joe Biden you have to have an Indian accent to work in a Dunkin Donuts.

POSTED BY fft AT 03/05/07 10:23 PM
Twenty five years ago, the only place you could get a bad cup of Dunkin coffee was in Lowell (because of the water). Unfortunately, thats no longer the case. As a life long client of DD (We would stop at the original location every Sunday after playing football as teenagers to get doughnuts while walking home), I have to say they have some issues. 1) The coffee is not as good as it used to be. Period. 2) The coffee is inconsistent from location to location. 3) Too many of the clerks do not understand enough english to serve the menu and/or have a hard time with basic math skills. 4) The doughnuts are no longer fresh. How could they be given that they are not made onsite. 5) DD's last couple of owners have changed focus from the coffee to sugary junk filled childrens drinks. 6) At most locations, they refuse to put cream cheese on a bagel when you ask them to. (not very convenient to try to spread the cream cheese while driving) I have had DD as far away as Chiang Mai Thailand. I want DD to be good (again). I want to support the company instead of the over roasted competitor. Please don't make it so hard to continue doing so.

POSTED BY Edso AT 03/06/07 12:16 PM
Great job on the article I now have my 15 minutes of fame. Gus

POSTED BY Gus Dettore AT 03/09/07 8:58 AM
I'm not from New England, but I've lived here since 1985. Dunkin' Dounts was one of the first things "New England" that I was introduced to as a student (that, and Steve's Ice Cream). I've been drinking Dunks ever since. It really is mellow, but rich coffee, and the buzz is warm, not harsh or jittery. The other appeal to me is apparent: New Englanders like to just 'get on with their business'. They just humbly (for the most part) push through their daily routines with a work ethic that probably rivals anyplace in the U.S., and the steaming hot coffee, with the heaping 'regular' spoonfuls of sugar to jolt them awake, is just the thing to keep them going. No time to sit on a stuffed leather chair, next to the cozy fireplace, listening to the Muzak of John Mayer or Dave Matthews, and reading Emily Bronte! No siree, we've got to keep moving, make our hard-earned dollah. Here's to having more Dunks every three blocks! As with most articles, this one was about 2 or 3 pages too long. Most of what needed to be said was in the first 2 pages. But it was enjoyable enough.

POSTED BY Spradlinnn' AT 03/09/07 5:35 PM

POSTED BY Winsome Hudson AT 03/09/07 8:56 PM
They must really put something in Dunkin Donuts coffee for how else could you explain why I who come from and live in Blue Mountain coffee country sometimes fantasise about operating a Dunkin Donut franchise in Jamaica. Used to live in Boston and have relocated some 12 years and still miss a-on-th-e way to work stop for a coffee and a cranberry orange muffin. By the way, was in Boston in January and no cranberry orange muffins was available in none of two stops at Dunkin Donuts. Whaa gwan?( that's Jamaican for what's happening?) Long live Dunkin Donuts and Boston Phoenix; hadn't stopped in at Boston Phoenix for about eight years and so very nice to see you still around. One Love Former Bostonian WH

POSTED BY Winsome Hudson AT 03/09/07 9:05 PM
Dunkin Donuts burns its coffee by brewing it at too high of a temperature in order to brew it quickly. It ruins the taste of the coffee leaving it bitter.

POSTED BY dbvader AT 03/10/07 4:01 PM
All I know is that when I go into any Dunkin Donuts, (except the one in Penn Station, they won't add sugar for some reason), I can say Large Regular and I get the same amount of cream and sugar and good tasting coffee. And that's what matters to me. I work in a building with a Cafe La France and their coffee leaves a bitter after taste in my mouth. So I have a coffee maker in my office and I buy Dunkin Donuts ground regular coffee by the pound. I have it home as well. And every cup of coffee is as good as the one before. To me, the mark of a really good cup of coffee is how it taste and DD's coffee tastes good. I was raised in the DC area and I the one thing I hate about going home is the lack of DD's. There's one several miles from my sister's house and it takes a bit of finageling to get her to swing by there some time during my trip. I take the train to San Francisco once a year and I bring a coffee maker and my DD ground coffee with me to make coffee in my sleeper. It's worth it.

POSTED BY April in PVD AT 03/11/07 9:08 AM
I just saw this article today via a link from an online article on Yahoo! It was great but omitted one important element in the expansion of Dunkin' Donuts' influence -- Boston author Robert B. Parker. Until I read the article, I thought his detective Spenser's obsession with Dunkin' Donuts was just a literary device to round out the character. Now I know the truth: it's the only way to make him a believable local. Boston PI + time on his hands + regular interactions with cops = Dunkin' Donuts. End of story.

POSTED BY Chicago Kathy AT 06/01/07 2:01 PM
Im a Boston native now living in DC. Dunkin Donuts may be successfully expanding south, but they aren't teaching these southerners how to make a real coffee! When I come back to Boston for holidays, my first stop isn't mom's house, it's Dunkin Donuts. Can you please send someone down here to teach these people how to make a decent iced coffee?? Please?!?!?

POSTED BY JF AT 06/05/07 2:08 PM
For those of you who are sworn against the Dunkin Donuts, I believe you may have had bad experiences but to judge every store is ludicrous. I have been working at Dunkins' since 2005. I have worked for two different locations, one in Mass and one in NH. For those who say that crew members don't understand English, I believe that's a huge generalization. I'm American. I know english. I don't believe that the hiring requirements are "must speak a different language." However, it is true that some have lots of foreigners. This is mostly in part due to the owners. Both of the owners I have worked for are Portugese. They hire family members, friends, etc when the place is first opened. This is because of the convenience. It also happens that the majority of their friends are of the same ethnicity. However, these people for the most part understand and can speak perfect English. As for the coffee messups, I believe that there is a little ignorance on your part. New people are hired alot, so that accounts for some mistakes. As for others, sometimes the machines do not work correctly so we do not notice that you didn't get your full flavor of hazelnut or that the cream is letting out too much or too little. Sometimes, the headsets don't work properly work when it rains out so we hear incorrectly. We repeat it back ,and big surprise- the majority just says 'yes' so they can drive up or finish their conversation on their cell phone. Then they see their coffee and complain. We're too busy juggling every single customer who comes in all at once. And with the brewers burning the coffee? Very few stores do this. Each store should be testing and maintaining the heat of the burners-however some don't. But alot do. Credit should be given to those. Customer Service depends on where you go, although I'll say that Londonderry Donuts Donuts on Mohawk has the best service I've ever seen ANYWHERE. As for Starbucks? Where I live, the closest Starbucks is in Boston. Which is a good 45 minutes away. Now people may complain about the price of DD(supply and demand) but Starbucks is through the roof. And when you order all your special drinks at Starbucks, it has come to my attention that alot of it already has the ingredients in it and it isn't much work. Starbucks has better working conditions probably because they rake in so much damn money. DD is for high school students typically, and it would be nice to have more benefits-but hey dare to dream. sorry, just had to get that out. :)

POSTED BY renee AT 06/08/07 9:03 AM
The author missed a major point. DD coffee tastes WAY BETTER than Starbucks. I don't subscribe to all this marketing and class crap, I like DD cause it has GOOD COFFEE. Same reason I go to Tim Horton's in Canada.

POSTED BY jpatti AT 07/07/07 3:37 PM

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