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Waiting in line? Blame yourself
Published Friday, August 28, 2009
I hate waiting in line, especially in fast food restaurants. But that is where I found myself Thursday.
As the lunch hour approached, I and other customers piled into one of the small eateries on U.S. 61 North. It took little time for the audible sighs of frustration to surface.
As the line grew to more than 15 customers, one lone employee worked valiantly taking orders from the ever-growing crowd of diners. Other co-workers scheduled to work failed to show.
As a result customers were left tapping their feet and scowling. My wait for a value meal ended up lasting 30 minutes. Halfway through my stay, I almost jumped ship to another restaurant. Having lunched at most of Natchez’s establishments, I knew the odds were great that I would experience the same delays elsewhere.
Other customers stormed out of the eatery muttering threats to never step in the restaurant again.
Let’s face it. The days of good customer service are over. They have been long over.
It wasn’t always this way. Just two decades ago, good customer service was the norm. A smiling face, a helpful hand even a personal relationship was not just appreciated. It was expected.
Now, customer service is a surprise in most cases — especially when it comes to fast food and discount shopping.
We can blame employers who refuse to respect their employees by paying them fair wages and by refusing to offer insurance benefits, vacation time and sick days.
We can blame employees who don’t show up to work on time, refuse to talk to customers and just really don’t care.
But ultimately the blame for this epidemic of bad customer service lies squarely on the shoulders of you and me, the customer.
Yes. You heard me right. When it comes to bad customer service the customer is ultimately to blame.
You don’t have to go much further than the dollar menu boards of the nation’s most popular fast-food establishments to see this problem.
Customers are cutthroats when it comes to paying for their hamburgers and french fries.
When Wendy’s was the first to introduce a 99-cent value menu in 1989, customers clamored to buy bacon cheeseburgers and Frosties. Realizing the popularity, Taco Bell, Burger King and McDonald’s all responded by offering their versions of great “value” meals.
These menus have long been the staple of fast food establishments. In recent years, rising gas and food prices have put pressure on chains to raise their prices. Fearing a backlash from customers, chains have refused, cutting wherever they can. Just this week, McDonald’s yanked one of the two slices of cheese in the double cheeseburger instead of raising the price above a dollar.
Franchisees complain they have cut on the quality of food as much as they can. Many have been forced to cut in the only place left — their workforce. As a result, fewer workers are now available to help, leaving customers to wait in longer lines with little recourse.
Amazingly, customers have accepted this decline in customer service all in the name of low prices.
Unfortunately this trend is not isolated to fast food. It has since spread into the big box stores and other national retailers.
Sadly, a 2007 Harvard study found that owners only raised the bar of customer service as high as customers would tolerate. Instead of shooting for impeccable service, owners have settled for service they can get away with.
That’s sad. For most of us, it leaves us waiting in line.
Ben Hillyer is the Web editor for The Natchez Democrat. He can be reached at 601-445-3540 or by e-mail at ben.hillyer@natchezdemocrat.com.
Comments
Posted by Crakalakin (anonymous) on August 28, 2009 at 6:24 a.m. (Suggest removal)
I've done a fair amount of traveling in my day. It pains me to say that when you leave the deep south, customer service in fast food and discount stores greatly increases.
Posted by oldguy (anonymous) on August 28, 2009 at 6:49 a.m. (Suggest removal)
While I agree with the premise that we have allowed this to occur due to our behavior, best described by a currently popular term, sheeple, I do not agree that it is because of the wages employers pay. Why pay for what you are not getting?
Should employers automatically pay higher wages hoping that the employees will respond by doing the quality of job they committed to do when they accepted the job? It gets into personal ethics. When an employee applies for a job, is told what the wages are to be, wants and accepts the job at that wage, then starts slacking because, "they ain't paying me enough to work hard", what motivation does the employer have to give raises. This unwillingness to pay more is compounded by the basic attitude exhibited by these employees when they interact with customers.
If the employers do pay more, how long do you think it will satisfy the employee before they are going to want even more? In my experience, not very long at all. There is no simple answer.
When I hear about the kind of service people get when out of town I worry that a lot of the employees also get poor attitude from dealing with many of the customers they have to deal with around our area.
Posted by Crakalakin (anonymous) on August 28, 2009 at 7:33 a.m. (Suggest removal)
Good points, oldguy. Young people don't seem to realize that by doing a poor job at unskilled, lower-end work they guarantee that that is where they will stay, if they are lucky. How can a person expect a higher-level job when they won't do satisfactory work at a lower-level job?
When I was a teenager, an old guy said to me, "A man's character is a direct reflection of the quality of his work". That has stuck with me. Then again, I care about such things.
Posted by BHillyer (Ben Hillyer) on August 28, 2009 at 7:56 a.m. (Suggest removal)
Thanks for the comments. But I think you misunderstand my argument. It is not about how much somebody is getting paid. It's about not being able to afford to hire enough employees to provide good customer service. Dollar hamburgers can only pay for so many employees. And if the prices keep going down (rollbacks anyone?) or stay the same the only place to cut is the no. of employees -- which means less people to wait on customers.
Posted by OldGrandDad (anonymous) on August 28, 2009 at 8 a.m. (Suggest removal)
Ben, get yourself a lunchbox to drag around. You'll eat healthier and avoid the lines and bad service.
:)
Posted by chuckydaone (anonymous) on August 28, 2009 at 8:19 a.m. (Suggest removal)
This is almost hilarious. I was in a eatery last weekend and three employess failed to show. They had one cook. The customers and employees were frustrated. To add insult to injury, an employee arrived (not sure if she was scheduled or called) and scowled at patrons as she entered with no visible signs of urgency. I'd really like to know what management did as a course of action.
Posted by mrmojorisin (anonymous) on August 28, 2009 at 8:39 a.m. (Suggest removal)
OK, Ben, I'll play devil's advocate to your self-flagellation----it's the fast food joint's fault!! ...not ours!
Who, Wendy's went first with a dollar special quickly followed by the crowd. They created their own monster by letting their competitive greed outweigh their common sense and their reason for existence...to provide reasonably good food, economically, with fast service....per se "Fast Food Industry".
If you didn't mind waiting a half hour or more for your burger, and cost wasn't a driving force, you'd be under the hill or on main street where the atmosphere is better, the service is so good you leave a tip, the burger is much better, but it takes time and it costs a small fortune. {a family of three for burgers and drinks under the hill--$45 w/tip).
How many of your fellow line would have gladly paid $2.00 for the same hamburger if they received the speedy service they wanted? Get me in and out, you don't even have to smile at me or make small talk....That's what I thought...I know I would.
I've found myself, when pressed for time, checking out the lines in the various "fast food" places driving from one to the next before choosing the one with the shortest line...the burgers and salads are pretty much interchangeable...one has better fries than the rest, one serves Pepsi instead of Coke, another has better chicken, but neither the quality nor the price is my major deciding factor...it's the shortest line. And I'm driving around spending $2.60 gasoline to find it!!!
Note to the owners of the local fast food restaurants....improve the service, remember what your customer really wants from you and they will find you, and they'll come back.
--mojo
Posted by natchezGT (anonymous) on August 28, 2009 at 9:09 a.m. (Suggest removal)
A few months back I asked one of the people in charge in Wal-Mart why they don't just hire more checkers for their check-out lines. The guy looked at me and asked "Are you willing to pay higher prices for food?" I think your on to something.
Posted by destiny (anonymous) on August 28, 2009 at 9:16 a.m. (Suggest removal)
Had a taste for tacos.. Went to Taco Bell's and had to take the order back three (3) times before they got it right.
Posted by natchezsouthside (anonymous) on August 28, 2009 at 9:16 a.m. (Suggest removal)
I don't disagree with your point Ben.
How about we demand better service from the Democrat?
How much staff is the Democrat cutting in order to save money? Why are there so many text/grammar errors in the Democrat? Not enough people to proofread?
Look in the mirror Ben.
Posted by BHillyer (Ben Hillyer) on August 28, 2009 at 9:29 a.m. (Suggest removal)
Natchezsouthside,
I do try very hard to provide good customer service. I also try to own up to the mistakes I create and try to correct them as much as I can. I realize I am not immune to the argument.
Posted by silly_willy_24_7 (anonymous) on August 28, 2009 at 9:57 a.m. (Suggest removal)
a few years ago, when mcdonalds vowed to cut the fat content of their food in half, this resulted in them making the sausage patty in a sausage biscuit half as thick as before. but the price remained the same.
no telling what else the fast food places are doing to cut quality so prices will not go up.
but, regardless of quality, a smile and a thank you will often make up much of the difference on both sides of the counter.
Posted by beammeupscotty (anonymous) on August 28, 2009 at 1:35 p.m. (Suggest removal)
Ben, skip lunch and save up to go to a nice restaurant.
Posted by booberry (anonymous) on August 28, 2009 at 2:53 p.m. (Suggest removal)
Ben, it seems that you are describing capitalism in action, which still seems to be the best system around. A company lowers prices to get more business; others follow suit. Competition. Etc.
However, I would focus on the point you made about customers getting frustrated and leaving. They are using their dollar vote. If the service is so bad--and you care about service (I do)-- don't frequent places that have bad service.
I rarely eat out anymore, but I have had pleasant experiences when going to KFC (for take out). I imagine this has to do with management and training. On the other hand, the last two times I've gone with friends to the big Mexican restaurant here, the service was terrible. The hostess has moody and rude. The waitress who showed us to the table was equally moody and rude. It almost seemed that they were trying to scare away customers. This happened twice. So I don't go there anymore. And I don't recommend the place to anyone anymore. I can fix my own tacos and enjoy them in the comfort of my own home, without the headache, and while saving money. In fact, once I quit eating out so much, I realized I didn't miss it at all. I feel healthier and have saved money.
In short, the market system and whether people decide to tolerate bad service and continue to patronize such places or, decide not to, will determine what happens to such places.
But I get the gist of what you're trying to say.
Posted by Crakalakin (anonymous) on August 28, 2009 at 2:54 p.m. (Suggest removal)
"It's about not being able to afford to hire enough employees to provide good customer service."
Well, that's a management issue. I might also argue that quantity does not equal or guarantee quality. Ten rude slackers are no better than five.
It still comes down to the individual's pride in his or her work. I can get far more done with a small crew of individually motivated people than room full of malcontents.
Posted by Crakalakin (anonymous) on August 28, 2009 at 3:01 p.m. (Suggest removal)
Also Ben, I meant to add that I do not think that there is a shortage of employees because they don't have money to hire them. In your third paragraph, you stated there were scheduled workers that simply failed to show up. I, the consumer, am not taking the blame for that one. ;)
Posted by beammeupscotty (anonymous) on August 28, 2009 at 3:50 p.m. (Suggest removal)
If you are a student/teenager making minimum wage consider yourself fortunate. If you are an adult making minimum wage somewhere along the road of life you made a bad turn. You either have a criminal record or failed to get an education or vocational training.
Posted by Crakalakin (anonymous) on August 29, 2009 at 7:15 a.m. (Suggest removal)
Very true, beammeupscotty.
Posted by msubulldog (anonymous) on August 29, 2009 at 8:21 a.m. (Suggest removal)
Ben, Eddie Ray here, word of mouth is the best/worst information there is. If an establishment has good/bad service the word will get around and people will not visit that business. No matter how many times that business runs ads in the paper or on radio nothing and I mean nothing will change people’s perception of the business. Before I got into radio I worked in the pest control business, if I gave my best to the customer it showed, if I rushed through the job and did it wrong it showed. Studies in business show that you can have ten successful accounts, you anger one customer or have one bad experience with an account the word of mouth will get around. Then it steamrolls from there. What the employees/business owners must realize that their pay and success of the business is based on sales alone. Fewer customers less pay. Yes, you will get busy or a customer will come in with an attitude. You may be having a bad day but then you have some days when things will roll and the customers will come and it takes an armed guard to help you take your deposit at the bank. With times like these and jobs are scarce it behooves us all consumers/business owners remember that it all comes back to customers service
Posted by TEACHME (anonymous) on August 29, 2009 at 9:03 a.m. (Suggest removal)
I like this comment "A man's character is a direct reflection of the quality of his work".
Now if everyone would take it to heart. Can you imagine a school district where students' lowest grade can only be a 65 average for the first nine weeks? Even if the student averages a 10 ..and some do...one school BOARD policy states they must be given a 65. Give. Give. Give.
And we wonder why some of our children grow up with horrible work ethics (example: fast food places that I try to avoid) or don't work at all or perhaps steal like in another article I read this morning? Unfortunately, that's the way they've been "trained". I agree with Ben...we've only "ourselves" to blame.
Posted by fraidoclowns (anonymous) on August 29, 2009 at 9:54 a.m. (Suggest removal)
I think that comment is backwards. The quality of a person's work is a reflection of his/her character.
Posted by emt (anonymous) on August 29, 2009 at 10:56 a.m. (Suggest removal)
Two points, first we went last night to try a new local restaurant. We got there and after waiting 30 minutes to be seated left. The owner saw us leave and asked us why we were leaving. Improvement will take place if the owner fixes the problem, rather than says, "oh, well I have all the customers I need."
Second, as to Walmart. We've on occasion had problems at various Walmarts throughout the south. When we've called or emailed to complain, someone from the regional management called or emailed within 1 day to thank us for the feedback and give us the steps taken to fix the problem. Natchez is the ONLY Walmart that NO ONE replied or called about our issue.
Posted by oldguy (anonymous) on August 29, 2009 at 1 p.m. (Suggest removal)
I have been told on more than one occasion that a couple of the main reasons Walmart stays short on help is because of failing drug tests and getting caught thieving from the store. Compound this with very little work ethic and you get exactly what we have here in Natchez. There are a lot of people that only want to give a minimum wage effort and still expect to be paid a skilled craftsman wage then moan that "the man" will only pay the minimum for their work. Many only want to be employees, few want to be workers, and judging by the attitude projected by some of those employees they resent having to even be employed.
Posted by beammeupscotty (anonymous) on August 29, 2009 at 3:36 p.m. (Suggest removal)
emt A 30 min. wait is not uncommon for some restaurants. Good food is not fast and fast food is not good. Most of us dine like hogs at a trough. Food should be enjoyed useing several of our senses. Sight,smell,taste and feel take the time to enjoy. Life is too short to rush thru the pleasures of eating.
Posted by emt (anonymous) on August 29, 2009 at 8:22 p.m. (Suggest removal)
30 minutes with a 1 year old screamming because he his hungry is not worth the sight, smell, taste, and feel. When I go on a date with my wife I wait.
Posted by OldGrandDad (anonymous) on August 29, 2009 at 9:01 p.m. (Suggest removal)
I went to what is considered to be the finest restaurant in town. I ordered a shrimp pasta. Everyone's meal arrived in a timely manner. I found that the shrimp in my pasta had not been peeled. I'm guessing that they were dead before they were put into the pasta and that only their peelings had been neglected. But, I've never found a reason to go back to that place. Oh, and we had to wait to be seated, best that I can remember.
:)
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