Thrifty Playas — Restaurant in Baja California

A Missed Opportunity in Customer Experience at the new Thrifty – Playas de Tijuana Location

I’ve always associated Thrifty Ice Cream with nostalgia and quality service, which is why I brought my wife and mother-in-law to the Playas de Tijuana location, expecting the same warm experience. Unfortunately, that expectation fell far short during this visit.

My mother-in-law, curious to try a new flavor, simply asked for a small sample before committing to a purchase—something that’s been standard practice at every other Thrifty I’ve visited. To our surprise, the staff outright denied her request, citing it as “the rule.” I ended up purchasing the flavor for her without trying it first and did not like it.

When I brought this to the attention of the staff member taking my order (who I believe is the store manager), the response was not just dismissive but demonstrated a worrying lack of empathy or basic customer service understanding. I asked a simple question: “If you were in my position, would you consider that acceptable service?” The answer was equally disappointing—“When I go somewhere else, I do whatever they tell me.” That’s not a customer-centric mindset. That’s a shrug.

This interaction highlights a serious opportunity for training in customer service, situational awareness, and the importance of empathy. A small sample of ice cream costs almost nothing but means everything when it comes to the experience and decision-making of a customer.

Being rigid with a “rule” that actively damages the customer experience shows a lack of business intelligence. In today’s competitive landscape, that mindset is not sustainable. Thrifty—especially in international markets—needs to instill in its teams a sense of ownership in creating memorable, thoughtful interactions.

I hope this feedback reaches someone who cares, because it’s not the ice cream that brings customers back—it’s...

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