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Decline Of Customer Service (Fast Food)  
User currently offlineAerospaceFan From , joined Dec 1969, posts, RR:
Posted (8 years 8 months 3 weeks 5 days 13 hours ago) and read 2154 times:

I was down in Orange County, California, recently, and had cause to notice some of the differences in customer service in fast food restaurants between Orange County and Los Angeles County. In fact, some of the worst customer service in this regard I have ever encountered is located in L.A. County.

I feel that there is insufficient paid to the decline of service in Los Angeles compared with places in Orange and Ventura Counties. San Diego is not much better.

Whereas I am greeted with service with a smile in Orange County, the order-takers in Los Angeles seem less friendly. And they seem to have a great deal more difficulty understanding simple orders.

In part, this is a good thing, since it encourages me to avoid fast food overall. And yet, sometimes the necessity of going for a quick bite is unavoidable.

I encourage all those who are dissatisfied with the level of customer service they have received to complain. I generally do.

(BTW, I've been driving around a lot, lately, which helps explain why I haven't been posting as much on this Site, although certainly I'd like to.  Smile )

[Edited 2006-03-31 15:50:16]

47 replies: All unread, showing first 25:
 
User currently offlineCory6188 From United States of America, joined Feb 2004, 2692 posts, RR: 5
Reply 1, posted (8 years 8 months 3 weeks 5 days 2 hours ago) and read 2109 times:

Unfortunately, when companies pay people less than $7 per hour, which is far below what any individual needs to survive on, you aren't going to attract individuals whose first priority is customer service.

User currently offlineBobster2 From , joined Dec 1969, posts, RR:
Reply 2, posted (8 years 8 months 3 weeks 5 days 2 hours ago) and read 2104 times:

I eat fast food every day and the service is generally good. The big exception is that when I order apple pies with my meals at McDonald's they forget to give me the pies half the time. This has been a chronic problem for years. Of course, McDonald's also has the worst food so I don't go there very often.

User currently offlineAa757first From United States of America, joined Aug 2003, 3350 posts, RR: 7
Reply 3, posted (8 years 8 months 3 weeks 5 days 2 hours ago) and read 2099 times:

McDonald's has always been the trendsetter in customer service, right?  Yeah sure

AAndrew


User currently offlineDeltaGator From United States of America, joined Sep 2005, 6341 posts, RR: 13
Reply 4, posted (8 years 8 months 3 weeks 5 days 2 hours ago) and read 2099 times:

Quoting Cory6188 (Reply 1):
Unfortunately, when companies pay people less than $7 per hour, which is far below what any individual needs to survive on, you aren't going to attract individuals whose first priority is customer service.

To quote Judge Smails from Caddyshack..."The world needs ditch diggers too." It is a low wage for low tech work. It is this pissy attitude that folks in these low paying positions seem to get because they think they are so much better than the job but yet they don't have the necessary skills, nor want to get them in many case, to better their position in life.

If you want good service with fast food go to In-N-Out Burger. They pay their employees more and charge me more but at the same time provide a better product and service as well. I only wish we had these down here in Georgia.



"If you can't delight in the misery of others then you don't deserve to be a college football fan."
User currently offlineSTLGph From United States of America, joined Oct 2004, 9518 posts, RR: 26
Reply 5, posted (8 years 8 months 3 weeks 5 days 2 hours ago) and read 2097 times:

Quoting AerospaceFan (Thread starter):
Whereas I am greeted with service with a smile in Orange County, the order-takers in Los Angeles seem less friendly. And they seem to have a great deal more difficulty understanding simple orders.

At least you are greeted. Try shopping at Abercrombie.



if assumptions could fly, airliners.net would be the world's busiest airport
User currently offlineSeb146 From United States of America, joined Nov 1999, 11798 posts, RR: 15
Reply 6, posted (8 years 8 months 3 weeks 5 days 2 hours ago) and read 2093 times:

Well, since my second job is the glamorous McDs, let me comment.....

You get what you give.

I hate mornings. I am NOT a morning person and I usualy work breakfast. Even with my low wage, it is still my job to smile and tell people to have a good day. What do I get in response? The bag of food ripped out of my hand and growling. Plus, I have no benefits and no chance for benefits. So, hang up your cell phone, do not let your 3 year old child order the food and keep in mind these people do not want to be there, but have to be there because they need money and can not get a good job just yet.

GO CANUCKS!!



Life in the wall is a drag.
User currently offlineDeltaGator From United States of America, joined Sep 2005, 6341 posts, RR: 13
Reply 7, posted (8 years 8 months 3 weeks 5 days 1 hour ago) and read 2085 times:

Well I stand slightly corrected with your comments. You at least realize there is something more out there and are willing to work for it. As for my ordering at McDs in the morning I am very polite, concise with my order and don't snatch anything out of the hands of the person behind the drive through window. I just wish you guys would let me get my change in my wallet before thrusting my delicious McGriddle at me.


"If you can't delight in the misery of others then you don't deserve to be a college football fan."
User currently offlineKFLLCFII From United States of America, joined Sep 2004, 3309 posts, RR: 30
Reply 8, posted (8 years 8 months 3 weeks 5 days 1 hour ago) and read 2085 times:

It's come to the point where I don't move an inch from the window unless I've verified that EVERYTHING is correct, even if I'm ordering for the entire crew at work. It might hold up the people behind me for an extra minute or so, but better them having to wait a minute than me having to spend an extra five by parking, running inside with bag(s) of food in hand, squeezing through the order line, barging in front of people waiting for their food, explaining to the crew how they screwed up, RE-explaining to the crew how they screwed up after they show me a puzzled expression because they didn't understand me the first time, waiting for them to finally make it right, AND THEN getting the hell out of there.

If you can't tell, I've been burned by them one too many times, and I'm not gonna let it happen again. Is it fair to everyone else behind me? No. Do I get pissed if someone does it ahead of me? No, because I fully understand.



"About the only way to look at it, just a pity you are not POTUS KFLLCFII, seems as if we would all be better off."
User currently offlineZOTAN From United States of America, joined Jan 2005, 612 posts, RR: 0
Reply 9, posted (8 years 8 months 3 weeks 5 days 1 hour ago) and read 2075 times:

Quoting Bobster2 (Reply 2):
I eat fast food every day

Now that's healthy.


User currently offlineBobster2 From , joined Dec 1969, posts, RR:
Reply 10, posted (8 years 8 months 3 weeks 5 days 1 hour ago) and read 2069 times:

Quoting ZOTAN (Reply 9):
Now that's healthy

Most of the fast food places nowadays have healthy items, like fancy salads that are healthier than what I eat at home. On some days I get the "bad" stuff like Taco Bell because it's so delicious, but that's not unhealthy if it's only a couple times a week.


User currently offlineFSPilot747 From United States of America, joined Oct 1999, 3599 posts, RR: 12
Reply 11, posted (8 years 8 months 3 weeks 5 days 1 hour ago) and read 2065 times:

Chances are if you were flippin' patties for 6 bucks an hour you wouldn't be too interested in improving your people skills. Unless you're aiming for manager.

On a related note, check out In n Out burger:

Copied from wikipedia:

"In-N-Out is one of the very few fast-food chains in the United States to pay its associates significantly more than the Federally mandated minimum wage of $5.15/hour and California's minimum wage of $6.75/hour � currently starting pay is a minimum of $9.00/hour. For its full-time associates, the company offers complete benefits, almost unheard of in the rest of the industry. In addition, 'fringe' benefits available to all associates include an annual company picnic, gifts at Christmas, the opportunity to participate in a variety of other company-sponsored activities, as well as paid holidays and paid vacations. On average, each of its 200+ store managers earns just under $100,000 annually, and have been with the company for 13 years. All of the restaurants are closed on Christmas, Thanksgiving, and Easter. Furthermore, In-N-Out is highly selective in the hiring process of its associates. As a result of these factors, In-N-Out enjoys lower employee turnover, better-trained associates and higher efficiency. It is one of the few chains to receive a positive mention in the book Fast Food Nation."


User currently offlineAerospaceFan From , joined Dec 1969, posts, RR:
Reply 12, posted (8 years 8 months 3 weeks 5 days ago) and read 2050 times:

If it's true that low-wage workers can't be nicer, then I guess we're all doomed to be served by surly servers. But from my experience, nevertheless, the fast food employees in Orange County were indeed significantly nicer, and I'm pretty sure they get paid the same amount as in Los Angeles.

User currently offlineLTU932 From Germany, joined Jan 2006, 13864 posts, RR: 50
Reply 13, posted (8 years 8 months 3 weeks 4 days 23 hours ago) and read 2028 times:

Quoting Aa757first (Reply 3):
McDonald's has always been the trendsetter in customer service, right?

At my local McD's in front of the San Juan de Dios hospital, actually yes. So far they've treated me much better than other fast food joints do. While in contrast, the Subway in the Paseo Colón and most Burger King joints in San José and in the Real Cariari mall in La Aurora have the worst service. Either they're indifferent, or I just catch two of the worst people at the counter, which is why I mostly go either to McDonalds, Church's Chicken (though I personally prefer KFC, but the closest KFCs are too far away from the next bus stations to La Aurora), or Taco Hell.


User currently offline2H4 From United States of America, joined Oct 2004, 8956 posts, RR: 60
Reply 14, posted (8 years 8 months 3 weeks 4 days 23 hours ago) and read 2022 times:
AIRLINERS.NET CREW
DATABASE EDITOR



Have you guys been to Chik-Fil-A? The people they have working there seem to take their jobs pretty seriously, and seem to have really positive, friendly attitudes. It's a refreshing change from the typical fast food experience.




2H4





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User currently offlineBobster2 From , joined Dec 1969, posts, RR:
Reply 15, posted (8 years 8 months 3 weeks 4 days 23 hours ago) and read 2019 times:

I don't care that much if people smile or not. All I care about is that do their job well. What do mean by "surly"? Do you mean they are lazy and not doing the work? Or just that they don't smile as much as you want?

The local Wendy's has the hardest working servers I've ever seen. But they're so damn busy it's hard to take the time to smile. I forgive them for that. They always have my order ready instantly when I get to the driveup and then they immediately move on to get the next one ready. That's the kind of service I like, not chit chat.


User currently offlineAerospaceFan From , joined Dec 1969, posts, RR:
Reply 16, posted (8 years 8 months 3 weeks 4 days 17 hours ago) and read 1983 times:

Quoting Bobster2 (Reply 15):
I don't care that much if people smile or not. All I care about is that do their job well. What do mean by "surly"? Do you mean they are lazy and not doing the work? Or just that they don't smile as much as you want?

I guess I expect prompt and accurate service with a smile. It helps brighten the day.  Smile

Quoting 2H4 (Reply 14):
Have you guys been to Chik-Fil-A? The people they have working there seem to take their jobs pretty seriously, and seem to have really positive, friendly attitudes. It's a refreshing change from the typical fast food experience.

I can testify as to that -- I was at a local Chik-Fil-A in Orange County over the weekend, and the young lady who took my order was very nice.  Smile


User currently offlineEA CO AS From United States of America, joined Nov 2001, 13752 posts, RR: 61
Reply 17, posted (8 years 8 months 3 weeks 4 days 16 hours ago) and read 1976 times:
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Quoting AerospaceFan (Thread starter):
Whereas I am greeted with service with a smile in Orange County, the order-takers in Los Angeles seem less friendly. And they seem to have a great deal more difficulty understanding simple orders.

It's because you're not saying it right - tell them you want "una hamburguesa, por favor," and you'll receive far quicker, more courteous service.  Wink



"In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan
User currently offlineAerospaceFan From , joined Dec 1969, posts, RR:
Reply 18, posted (8 years 8 months 3 weeks 4 days 16 hours ago) and read 1973 times:

Quoting EA CO AS (Reply 17):
It's because you're not saying it right - tell them you want "una hamburguesa, por favor," and you'll receive far quicker, more courteous service.

Maybe, but would the cashiers take my pesos?

 Big grin


User currently offline767Lover From , joined Dec 1969, posts, RR:
Reply 19, posted (8 years 8 months 3 weeks 4 days 13 hours ago) and read 1954 times:

Quoting Bobster2 (Reply 15):
I don't care that much if people smile or not.

Me neither, but I do expect:

1) cashiers to refrain from talking on the phone while dealing with me (this happens a lot in places where phones are in the cashier stand, i.e., at places like Best Buy--heck, with everyone and their dog having a cell phone, it happens everywhere)

2) cashiers to refrain from joking around with other coworkers while dealing with me (I've stood at the counter and waited for the flirting to stop before they would help me)

3) More than an eyes-averted "grunt" when speaking to me

I'm sorry if getting a minimum wage precludes these things, but if someone is doing a job, do it right or don't sign up.


User currently offlineBHMBAGLOCK From United States of America, joined Jul 2005, 2698 posts, RR: 5
Reply 20, posted (8 years 8 months 3 weeks 4 days 11 hours ago) and read 1934 times:

Quoting DeltaGator (Reply 4):
If you want good service with fast food go to In-N-Out Burger. They pay their employees more and charge me more but at the same time provide a better product and service as well. I only wish we had these down here in Georgia.

We've started getting a few Whataburgers over here in BHM which are very similar and a refreshing change - better food too. Have you picked up any of these yet? Don't know if they pay better but wouldn't surprise me.

We also have Milo's which is a local chain and definitely has superior service and food. My favorite is that their burgers are like the old BK ones with a semi-spicy sauce. They also have great tea being a southern joint.

Quoting 2H4 (Reply 14):
Have you guys been to Chik-Fil-A?

Very good service in most cases. We also have Guthrie's with somewhat similar food(less selection but better quality) and their service is outstanding. It also doesn't hurt that they almost always have beyond attractive girls taking your order.

My pet peeve with fast food is the evil combination of an intercom system that could reduce James Earl Jones' diction to a level equal with Charlie Brown's teacher combined with the fact that the order takers seem invariably to be the ones with the worst command of the English language.



Where are all of my respected members going?
User currently offlineDeltaGator From United States of America, joined Sep 2005, 6341 posts, RR: 13
Reply 21, posted (8 years 8 months 3 weeks 4 days 9 hours ago) and read 1916 times:

Quoting BHMBAGLOCK (Reply 20):
We've started getting a few Whataburgers over here in BHM which are very similar and a refreshing change - better food too. Have you picked up any of these yet? Don't know if they pay better but wouldn't surprise me.

We don't have them here in ATL yet but when down in PNS visiting the in-laws we usually make a stop there. They are pretty good for fast food.



"If you can't delight in the misery of others then you don't deserve to be a college football fan."
User currently offlineNordair From , joined Dec 1969, posts, RR:
Reply 22, posted (8 years 8 months 3 weeks 4 days 8 hours ago) and read 1898 times:

Quoting DeltaGator (Reply 4):
It is a low wage for low tech work. It is this pissy attitude that folks in these low paying positions seem to get because they think they are so much better than the job but yet they don't have the necessary skills, nor want to get them in many case, to better their position in life.

Ah Delta, you are indeed the greatest April Fool year round this site has. You provide such entertainment. Thank you.


User currently offlineWellHung From , joined Dec 1969, posts, RR:
Reply 23, posted (8 years 8 months 3 weeks 4 days 8 hours ago) and read 1893 times:

Who the hell goes into a fast food restaurant expecting anything other than cheap food at cheap prices? You get what you pay for. I'm sure any of the fat, cheap bastards who regularly eat at fast food restaurants would rather just get their double cheeseburger for $0.99 than pay more to see some pimply-faced teenager with a shit-eating brace face grin handing over the food.

User currently offline2H4 From United States of America, joined Oct 2004, 8956 posts, RR: 60
Reply 24, posted (8 years 8 months 3 weeks 4 days 8 hours ago) and read 1882 times:
AIRLINERS.NET CREW
DATABASE EDITOR




Quoting WellHung (Reply 23):
Who the hell



Quoting WellHung (Reply 23):
I'm sure any of the fat, cheap bastards



Quoting WellHung (Reply 23):
some pimply-faced teenager with a shit-eating brace face grin




Dude....
















2H4





Intentionally Left Blank
25 Post contains images WellHung : What, did that strike a nerve? You having a Big Mac attack?
26 FSPilot747 : Hopefully, for your sake, you're talking about Subway. I have a weakness for Taco Supremes from Taco Bell.
27 Post contains images 2H4 : Not at all, I just hope for your sake your blood pressure is in check...you seem pretty stressed out... 2H4
28 Post contains images Superfly : FSPilot747: Thanks for that review on In-In-Out. That's an example of smart capitalism! In-In-Out serves a quality line of food and treat there employ
29 TuffGong : Hakuna Matata, what a wonderful phrase...
30 Post contains images 2H4 : Dangerous, working 1/4 mile away from one, eh? That's a good point, Superfly. It's amazing how few people actually use words like "please" and "thank
31 Superfly : ...or just a simple smile. I've seen some rude @ssholes that seem to enjoy giving the people behind the counter a hard time. They do this because the
32 DeltaGator : Think of me what you will. You're entitled to your opinion as I'm entitled to mine. I always treat service employees with a smile, say please and tha
33 747400F : The thing piss me off about McD staff in this country is that they ALLWYAS come up with the sales talk. I order a menu, reply: Will that be a large me
34 Seb146 : Couple of points 1. We don't like customers to hang out at the window checking their order, feeding their kids, making phone calls, putting their mone
35 2H4 : I think Barnes & Noble is one of the worst companies in this respect. Each and every purchase..even if it's a single greeting card...prompts the cash
36 747400F : I may be based on speed, but that is not the custumers problem. If the staff don't get the order right or don't have the right amount of products rea
37 767Lover : Well, no need to explain yourself. No shame in working for McD's...glad you found something for the time being that can enable you to enjoy your life
38 PROSA : A decline in customer service at fast food joint? So what's that, from zero to a negative number?
39 Senorcarnival : It always seem that fast food employees treat me better when I use words like "please" and "thank you." Coincidence? Of course, there are some instanc
40 2H4 : Not just fast food employees. I'd say this is the case with almost any customer service experience. Smile, make eye contact, say "please" and "thank-
41 LOT767-300ER : Its Chic-Fil-A...and I was going to go there now...until I realized one important factor...ITS SUNDAY.
42 JBirdAV8r : Actually, it's Chick-Fil-A. You're right, it's closed on Sunday--always has been.
43 Seb146 : And when I ask if there is anything I can help with, they always tell me "The other places I go always screw up my order." Well, guess what? This mus
44 Post contains images Kaddyuk : That is why your country has such a high rate of obesity... Doctors reccomend eating macdonalds no more than ONCE a month... even then thats regarded
45 DeltaGator : And you're talking about us Americans being fat asses! Do you get the 3x3 animal style as well? I can hear your arteries cloggin from here. That said
46 WellHung : I appreciate your concern, however, regarding elevated blood pressure, you'd be better served worrying about Billy Bob Supersize and his Happy Meal f
47 2H4 : I agree with you, Kaddy, but at the same time, it's a lot easier to find and purchase healthy, high-quality food in other countries (or regions of th
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