Bloopers 'n' Blunders

A Side of Service, Please

Many fast-food restaurants are mechanized when it comes to customer contact. We recently visited one of these establishments and placed our order at a kiosk (automated attendant), where we also paid. A receipt printed with our order number. In a minute, our order number appeared on a large monitor along with several others, indicating that our order had been received. Several minutes later, the screen indicated that our order was being processed. A few minutes later, a hand reached around the divider and placed our order on the counter while the person shouted our order number. We picked it up and left the establishment with absolutely zero human contact.

Customer Service Opportunity
While fast-food restaurants are trying to live up to their name—fast food—perhaps a friendly smile and eye contact from the person placing the order on the counter for pickup might give customers a sense of humanity in this hurry-up world. Maybe the person cleaning up the dining area could say “hello” or “have a good day.” Efficiency doesn't always mean effectiveness. True effectiveness means ensuring that the customer is satisfied with the service and product.

W. G.—California

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