Ever wonder why good customer service is so hard to
come by? Do you ever really wonder why the cashier at
your favorite fast food place may not always give you
service with a smile? Well, take a minute and think about
this: the "relationship" between customer and
clerk is two-sided, not just one-sided. Most people think
that it is one-sided-- they place their order, give their
money, and get their order. Everything they do is geared
to get something that they want. And that is true. But
the clerk is not often thought of in an interactive sort
of way. The customer's expectations can often be more
than placing an order, and the clerk is expected to be
smiling and happy, no matter what. This is the
real world! The next time you go to your
favorite burger place, put yourself in the clerk's shoes,
and then ask yourself "Am I being a good
customer?" Here are some frank statements from us to
you-- things we want to say, but can't say... the things
you'll NEVER hear at the fast food counter.
Decisions, decisions...
Most people know what they want when they step up to the
counter, but even the most decisive of people will have
days when they can't decide on what they want. The middle
of lunch rush with a huge line of people behind you is
not the place for this to happen. Take a minute to check
out the menu board and decide what you want BEFORE you
get into line, unless the line is long and you think you
are going to be there a while anyway.
HELLO!!!!! Is this AT&T, or a
restaurant???!!!???
In this day of wireless communication, we all know that
most are busy professionals that have to take their work
everywhere; however, the fast food line should not be one
of them. The fast food clerk also has work to do, and
holding up the line and expecting her to wait while you
finish your business deal is a bit too much to ask. Be
courteous, and put the phone down while placing your
order!!!
Fast food restaurants are not banks.
Think about the poor cashier next time you drag out 5
bucks worth of change, with 20 people behind you in the
middle of lunch rush, and then dare wonder why the
expression on her face might not be an ear-to-ear smile?
Many of us are not actors, and no matter how hard we try,
our non-verbals may not always match your expectations.
Also, when 8 out of 10 people pay with 20's, our drawers
tend to run short of small bills, and our larger bills
periodically get dropped into drop boxes, so think
logically the next time you go to give the clerk a 50 or
100 dollar bill. It takes time to get manager approval,
and we almost never have enough money in the drawer to
break it.
And, when you give the cashier your money, it is helpful
to give it to him all at once-- it is very confusing to
re-figure change after the money is already out of the
drawer, and if you pull out extra coins after the drawer
is shut, then you are plain out of luck!
Interruptions, interruptions....
Yes, from time to time, we may forget to give you your
cup, your lid, your condiments, or other things that you
may need. But when we are taking the order of the person
behind you, saying "excuse me" in the middle of
that order is still interrupting, it is still bad
manners, and causes us to lose concentration and make
mistakes. It would only take a couple of seconds for an
order to be completed before you interject and ask for
your cup, and chances are we will catch our mistake and
give it to you before you have to say anything at all!
Stupid questions: Duuhhh!!! Look in the bag!
Is ketchup in there? Is salt in there? Is pepper in
there? Are sauces in there? Are napkins in there? Is a
straw in there? Is a fork in there? Duuhhhh!!!!! Is it so
hard to LOOK before you ask??? 'Nuff said.
Demands, demands, demands...
"Can you put extra ketchup in the bag? Thats not
enough-- can you give me 15-20 of them???" Can we
say unreasonable??? If you want that much, try the
grocery store across the street.
"Can I have salt? Can I have napkins? Can I have a
straw? Can I have this... and that.... and this..."
...Is it so hard to condense all your requests into a
single question? "Can I have ketchup, napkins, salt,
and my straw?"
Cashiers are people, too!!!
We may all wear the same uniforms, but each of us are
individuals, with individual personalities, and styles
and ways of doing things. Even if you come across someone
who is a bit unconventional, is it so bad that that
particular clerk isn't just like everyone else? Ok, so he
puts the change on the counter instead of in your hand?
Maybe that is how he keeps track of the money and helps
his concentration! Maybe he's clumsy and doesn't want
change flying across the room! Next time a person doesn't
do things EXACTLY the way you think they should be done,
take a minute and think about it: maybe there is a REASON
why they do things the way they do. And if it bothers you
that much, asking POLITELY about it is not a sin. Also,
if she doesn't give you an ear-to- ear grin every time,
think about it this way: maybe it's not who she is! Did
she take your order correctly? Was she polite, even in
the absence of a smile? Did you get everything you
needed, including an accurate food order? If so, then you
got everything you needed! After all, what do we really
have to smile about? We stand on our feet for hours a
day, in a thankless, low-paying job, catering to the
demands of all who step up to that counter! And while 90%
of customers who come up to us are really decent and give
their order with no fuss at all, there are always that
10% who make our lives very difficult. Keeping this in
mind, it is not hard to wonder why it is very difficult
to keep a smile on our faces 24/7.
Cleanliness: Order of the Day
Everyone likes to have a clean table to sit at, and a
neat floor to walk on. After all, who wants to have to
wipe off their own table, and end up with your feet
sticking to the floor with each step you take, and have
french fries or napkins sticking to your shoe when you
leave?? Noone does! In some places, your cashier will
also be the one cleaning your table. If you come in when
it is slow, chances are your cashier will not interrupt
you by sweeping under your feet, mopping, etc. But if the
clerk is sweeping near you and he is not touching you and
is doing his best not to bother you, is it so much to ask
that you respect the fact that he has a job to do, and
bare with him for just a few seconds? After all, it is
his work that keeps your eating area neat and clean!
Kids: a cleaner's worst nightmare.
Most of us have kids, and almost always they come out
with us for lunch or dinner. We enjoy the convenience of
not having to cook and clean, even if only for one meal.
But, when your kids trash the place, that is just plain
rude and uncalled for! You don't have to sweep, mop, or
even wipe the table! But is it so hard to wipe up the
mess with a napkin as you leave, and encourage neatness
and manners while your kids eat??? Not only does it make
our lives a bit easier, they are practical skills that
will benefit your kids for a lifetime!
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