Customer Disservice, Part Deux

Of course, this low level of service is not limited to the youth of today.

About a month ago (while travelling out West), I encountered one of the rudest service employees ever. She was an older woman (middle-aged, probably in her 50s) at a regional chain. (One of those combo places that have multiple restaurants/menus under one roof, with one counter/ordering point.)

Anyway, they were in the middle of lunch rush. You placed your order, and it would (eventually) be brought out to you. However, the young man who was running orders seemed to be having some difficulties, so an older woman took over.

Unfortunately, the cashier who took my order didn't note a request I made, so when my order was delivered, it was missing an item. The older woman was a little exasperated/frustrated and walked off to get the missing item. However, when she came back with it, she brought the wrong thing. When I made her aware of it, she copped an attitude with me, saying something to the effect of "I'm doing the best that I can" in a snotty tone.

I called her on it, and she got even more defensive, telling me that I was the one who had been rude with her. She left, returned with the missing (correct) item, slammed it on the table, and walked off in a huff.

Hmmm. Time to talk to the manager.

I walked up to the counter to ask for the manager, but guess who was the only person up there? (Yep, you're right.) Since I didn't feel like getting into another confrontation with her, I decided to let my fingers do the walking, and called the number on the receipt. Well, guess who answered the phone? (Yep, right again.) So I sweetly asked to speak to the manager, and guess what -- SHE'S the manager.

Well, I gave her a piece of my mind. However, I should have known that this was one of those no-win situations. To make matters worse, she made a rude comment to me, digging her hole even deeper.

Her choice of victim was not in her favor, since I have spent several years doing quality assurance and customer service checks for the hospitality industry.

I ended up contacting the corporate offices for both chains. I got apologies, and an invitation to return. (Much good that does me, 1000+ miles away.)

Not like I'd step foot in that particular location again.

Customer Disservice

Back in the day, I went through the Rite of Passage known as "Fast Food Worker at the Golden Arches".

We would have never gotten away with the stunts and attitudes that we encounter nowadays.

Today I was "treated" to the lowest level of maturity, service, and management that I've seen in a long time. Employees behind the counter with their backs turned -- not paying any attention to customers lining up to place orders. (A shift change seemed to be going on, and they were horsing around, talking loudly and making rude comments about customers in the drive-thru.)

Eventually, someone realized that people were waiting, but the chatter did not stop. And no management appeared to be around (or in control). One employee attempted to provide service, but it was pretty lackluster.

Later, I had the dubious pleasure of visiting their restroom facilities, and here was yet another instance of inattentiveness. I tried to bring this to their attention, and was again rewarded with people having their backs turned. In addition, some friends/off-duty employees stopped by to "visit", complete with baby in tow. (They actually stepped behind the counter with their child, and were passing it around to employees.)

Now, I understand people being happy to see one another and wanting to share in their celebrations, but there's a time and a place.

I'm not quite sure that the Golden Arches corporate office would be impressed. I sure know that I wasn't.