Last Saturday, around 12:15 p.m., my family and I decided to grab lunch at a burger spot. It was a beautiful sunny day in Southern California, and we were excited for a quick and enjoyable meal. Unfortunately, what unfolded left us frustrated and bewildered.
The moment we walked in, we noticed a female employee behind the counter. She never looked at us, acknowledged us, or said a single word. We stood there, waiting, awkwardly locking eyes with each other as the silence dragged on. Eventually, we realized we were expected to place our order at a self-service kiosk nearby.
Navigating the kiosk wasn’t exactly smooth sailing. We fumbled through the process, restarting a couple of times because we made mistakes. Not once did the employee offer assistance or guidance.
As we waited for our food, more oddities unfolded. A man and his young son stood in line for the restroom for at least five minutes before the father said, “Forget it. We’ll eat at home,” and they left. Later, we noticed a young man exiting the restroom. He went straight to the counter, grabbed a cup, filled it with soda, and walked out. Did he work there? Was he a regular? It was unclear, but it felt inappropriate.
Then, a female employee exited the women’s restroom, grabbed a cup, filled it with soda, and walked toward the back of the restaurant. It didn’t seem like she was on break or authorized to do this.
Finally, when our order was ready, I received a text notification. We approached the counter, and there it was—our food, just sitting there. The same female employee who had ignored us earlier remained silent, offering no greeting, acknowledgment, or even a “thank you.” Instead, she sang along in Spanish to music playing on her personal device.
The entire experience felt disjointed and unprofessional. It’s no wonder the restaurant was nearly empty, while the nearby competitor had a line wrapped around the block.
Later, I contacted the restaurant’s corporate customer service to share my concerns. To their credit, they responded promptly, apologized for the experience, and assured me they would address the issues. Additionally, they sent vouchers to make up for the inconvenience, which I appreciated.
Strategies That Turn It Around
- Acknowledge Customers Immediately
A warm greeting with eye contact and a smile sets the tone for the customer experience. It makes people feel seen and valued. - Proactively Assist
Employees should offer help, especially when customers appear confused. A simple, “Can I help you with that?” goes a long way. - Lead with Professionalism
Staff behavior sets the standard for the business. Following policies, maintaining a tidy space, and demonstrating courtesy ensure a positive impression.
Remember: Every interaction is an opportunity to make customers feel welcome and appreciated. If you fail to deliver, your competition will.