Communications and Customer Service
While visiting North Carolina, I had lunch at a national chain burger restaurant. As I approached the line to order I observed the order status board behind the counter. It had 11 or 12 orders on the board and 7 of them were flashing red. A flashing red order indicates the service time has exceeded the allowed standard. A young female assistant manager was trying to expedite the orders. She reached behind her grabbed two bags and said, “Two number ones and two number fives.” Nobody in the assembled waiting customers moved. She looked confused but put the bags down and proceeded to fill more orders.
About two minutes later, she picked up the bags again and said in a louder voice, “Two number ones and two number fives.” Once again no one moved. She looked disgusted and putting the bags down she questioned the cashier to see if she remembered who had ordered the food. The cahier indicated two young Hispanic males standing directly in front of me. The assistant manager grabbed the bags off of the counter and stormed into the dining room took two strides toward the young males and shoved the bags into their hands without a word, turned and returned to the back and continued filling orders.
The two young men looked at each other and said in perfect English, “I thought we ordered this for here.”
I do not know if they will ever eat at the restaurant again but I hope you see the issues involved and will take steps to help your employees not repeat them.
Dave Weimar
International Broadcast Group 2009
About two minutes later, she picked up the bags again and said in a louder voice, “Two number ones and two number fives.” Once again no one moved. She looked disgusted and putting the bags down she questioned the cashier to see if she remembered who had ordered the food. The cahier indicated two young Hispanic males standing directly in front of me. The assistant manager grabbed the bags off of the counter and stormed into the dining room took two strides toward the young males and shoved the bags into their hands without a word, turned and returned to the back and continued filling orders.
The two young men looked at each other and said in perfect English, “I thought we ordered this for here.”
I do not know if they will ever eat at the restaurant again but I hope you see the issues involved and will take steps to help your employees not repeat them.
Dave Weimar
International Broadcast Group 2009
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