Rob's World


Customer Service FAIL

by on Apr.22, 2010, under Uncategorized

So I went to Good Stuff today for a Burger after my tip to the gym (somehow it balances out, I am sure). While there, the line was kinda long, but moving fast.. that said.. there were two trainees present.. which meant that things on the serving end were a little slow. Not that big a deal, as it’s a lunch rush, but to the naked eye.. it appeared like there was TONS of staff around and nothing really happening that quickly.
Now granted, this sort of thing happens.. and for the normal DC type eating there.. they would wait an appropriate amount of time.. then ask someone for help, and be taken care of quickly. While this was occuring though, there was an older gentleman who was standing in the pickup area with his bag of food waiting patiently for his milk shake. Every 5-8 minutes someone would ask him what he was waiting for, he would say, just a small shake, and continue waiting. Meanwhile all sorts of others would bitch about not getting this or that, and would quickly get their shakes or whatever.. but this poor guy didn’t. It was a full 30 minutes (keep in mind the average turnaround time here is 5 Minutes) before he finally received his shake and was able to head to a table to eat his (now cold I am sure) lunch. While this was happening, my order was lost and the couple next to me spent 20 minutes waiting for just two shakes. Luckily the other two and I are regulars, so we chatted with staff, finally received our stuff, were offered refunds for the wait etc and were fine.. but the whole time, the other couple and I both commented how that poor guy would quite obviously never be coming back to that establishment.. and for only one reason. No one took the time to take care of the quiet customer. Not a recipe for ongoing success in any business.

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