I really need to comment on this. First, guest service experience off the chain, never ever take a bag of food back over the counter - food safety cross contamination issue, and SAFETY of all individuals, employees plus guests!!!! As I watched the video - the first time ohhh girl said AEIOU I wouldve stepped in at the jump and made the order right. I wouldve never never had ANY of my employees say AAAAAAA word. This is a major opportunity for coaching. The front of the house in any establishment is the guest experience. 4 to 6 feet rule always greet and acknowledge - smile and always PROTECT the brand!! I would have had wings in this situation -the manager was plainly there; he let his employee talk to this guest all wrong he let her continue she wouldve definitely been removed from the front he doesnt say anything until the situation exacerbates...there are too many times where tension gets way out of control. You can clearly see all he wanted was his money back and he points out major food violations in the back of the house. He is a tall individual and can see what the employees are doing so he has a valid reason for his money back. Its just burgers, fries, shakes, etc.... No ONE should ever be treated this way. Rule of thumb serve your guest as if they were truly your guest at your own home. Take ownership of your JOB - you put in the application for a job, act as if you were paying the bills - in other words OWN your position. Upper management plus corporate needs to review this video and re-vamp training and coaching. Why am I the expert? I have been a General Manager/Trainer/ Coach for 13 years in the Fast Food industry. I am sending this to Corporate. On the positive side this really can shed some light on training. On the down side this can DESTROY a brand overnight.
Posted on: Mon, 25 Aug 2014 17:11:40 +0000