Pet Peeve: Slow Fast Food
Recently, I have really enjoyed the new BK shots (mini burgers) at Burger King. When I think fast food, I think Burger King first as a result. That's what happened last night when we were thinking of getting a quick bite to eat.
As we went inside Burger King, we placed our order. The restaurant wasn't crowded and only one man was in front of us. He placed his order then we placed ours; 2 BK shot meals. After getting our receipt we stood their patiently waiting. We noticed there was just as much "standing around" on the kitchen side of the counter as there was on dining room side. Two more orders were placed after us. One of those orders were for BK shots. Both of those orders placed after us received their food before us. After 10 minutes of waiting, we finally got our food.
The lady passed the tray across the counter to me and I simply asked, "Would it be okay if we had a Hershey Pie for waiting like we did?" She looked it me like I was the most ungrateful customer she had ever seen. She revealed a smug on her face, opened up the fridge, grabbed a pie, tossed it out on the counter, and walked away without saying a word.
I suppose I got what I asked for and should have been content, but what I was really fishing for was an apology or some kind of acknowledgment for the lack of service. Recently, I have noticed service at this particular Burger King on the decline and my experience last night has bumped Burger King from the top of my fast food four square game.
This all made me think about customer service. When your customers are upset and want something in return, ask yourself "What do they really want?" Then provide it with a smile and say you're sorry. And if you are really good at customer service, you won't wait for the customer to say something before you react.
6 comments:
This is one of those situations where your first thought is this would be so easy to fix and it should never happen. Yet there is probably a ton of the rest of the story that goes into the equation.
Fast food restaurants need to find what the balance between made or staged inventory, adequate staffing and competent customer service.
Managers have their feet held to the fire on food prepared but not served. It's really a tough balancing act.
Same for staffing. As our world has become more and more sensitive to not wasting our time doing "hamburger flipping" sadly too many people who end up in those positions are folks who probably couldn't or wouldn't be hired by anyone else. While there are exceptions, in most cases they simply aren't in a position to recruit the best and brightest. Too often they are faced with having a warm body (if that)verses nobody.
Finally, of the big three burger chains, it seems BK seems to last chance employer. Can't explain why.
I've been in some very well run BK establishments and some that make you never want to come back. The key is replication of the successful units to the not so well run units. I often wish I had the gift to make such things occur.
I've been to this same Burger King. One time, the lady working the front register needed some help canceling part of an order out of the system. She point blank asked 4 different coworkers for help and they wouldn't even respond to her! Not a "hey, just a minute" or a "no, i can't help you", they just didn't say anything! The employees were content to do their own thing and their own pace and didn't even care that a fellow coworker was completely helpless and unable to take orders. This went on for 5 minutes and she eventually just broke down and began to cry. I don't blame her one bit. If they treat their coworkers that way, how much more they must hate their customers. Ugh.
I have to think managing a fast food place is difficult but I'm sad for what mr/mrs finney just said. Please do us all a favor and call BK Consumer Relations - 305-378-3535. I had a terrible frozen lemonade there last week. if it were a blindfold test, I would not have known it was lemon anything. I had the BK shots that day also...do you think its weird that they are attached to each other? i have to wonder how those are made.
Well, let me say this. It's not that I won't go back there. But until next fast food place frustrates me, they won't be at the top of my list. I realize fast food is a tough industry and my expectations for quality service should be in check considering what everyone has said. However, if you go to Chick-fil-a down the street, they have workers standing outside at lunch in the drive-thru line taking orders and delivering food to help satisfy their customers concerns about a long line. They want your business.
It starts with management. I don't blame just the employees. I still like BK but don't make a habit out of frustrating me. I'll stop coming back.
Maybe this explains Burger King's service issues.
Video shows Burger King employee bathing in sink
http://www.wdtn.com/global/story.asp?s=8825514
Someone failed him as a child. That's horrible.
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