With that in mind, here's a true story from this past weekend.
I had to get my car's oil changed, and the appointment ran a little long. I was going to be late getting back home to meet my friends, so I decided to quickly run into White Castle to grab some take-out -- figuring fast food was the way to go.
I walked in and ordered a simple order -- 4 cheeseburgers and fries. The total came to around $7 or $8, and I pulled out two $5 bills to pay the cashier. I then thought that I might need the smaller bills for later in the day, so I asked for the $5 bills back and handed her a $20.
Her: Why are you giving me this?
Me: I think I need the smaller bills for later, so I'd like to pay with a $20.
Her: But, I already entered in $10.
Me: That's okay; just give me back the change listed there, plus $10 - it's the same thing and your drawer will be the same.
Her: I don't think I can do that...
Me: [head cocked to one side like a dog hearing a weird sound]
Her: Just give me back the $10.
Me: Well, if you can't do that, then cancel the order and re-ring it in. [again, this wasn't a large order...]
Her: I don't think I can do that.
Me: I'm pretty sure you can do that.
Her: I'll be right back.
She now leaves and heads to the back to talk with a manager, I guess. She's gone about two minutes (which is an eternity when you're already late). She comes back.
Her: Do you still want this order? The four burgers and fries?
Me: Yes.
Me: Yes.
Her: Okay, can I have the $10 please? [so, basically, nothing has happened yet]
Me: I can give you the $20.
Her: I need the $10; I've already rung it in.
Me: Okay, so cancel that order and ring it up again.
Her: I don't think I can do that. I'll go back and check again [as she heads back to the back again]
Me: I have faith you'll figure it out [as I walk out the door to head to Wendy's]
Wow. What bothers me even more about this (even more than the colossal ineptitude shown) is the fact that I *know* there are unemployed people who -- at this point, would TAKE a job at White Castle to help pay bills. Yet, they're repeatedly turned away for being over-qualified.
So, I ask -- does White Castle (or any employer) really get it? Isn't it worth hiring someone who is overqualified and will still come in and do a good job for you for however long; as compared to hiring someone who's happy to work for the wages, and is going to cost you business and cause blogs to be written about the customer service experience you offer?
I think the answer is pretty clear.
8 comments:
In every one of my trips to White Castle i have prepared myself to have incredible low expectations where the service is concerned.
I usually stick up for the people that work in these positions. I know that they are usually kids just trying to make gas money.
What is scary is that these kids can't make simple decisions and do what is right. Even when they're told how to do it.
It's also scary that these same people can't add or subtract. But that's another argument.
Scarier still...when we're old or on life support, they'll be calculating the amount of medications we are getting. **shudder**
Why is Chris confusing the staff? LOL Doesn't he know they only do what the machine tells them. LOL The tape in the register has to be correct at the end of the day and they are responsible for the tally on their machine so, naturally this person was fearful of making a mistake and without her adequate math skills she insisted that he keep it the same. One solution is for the customer to make a solid decision prior to handing over any cash. You see you could look at it from any perspective. hahaha Just go with the flow Chris. And by the way, why is one man ordering 4 hamburgers??? Just asking.
Ahem - 4 WHITE CASTLE hamburgers, is like 1 regular hamburger (and, that's being generous, that we're including White Castle in with other "meat" products).
I went through a similar experience at Associated a few years ago. I picked up a few items and took out a 20 but when I noticed that the bill came out to $8 and some change and that I had a 10, I decided to pay with a smaller bill. The cashier already entered that I was paying with a 20 and I guess the concept of subtracting 10 from the required change was a foreign concept...she took out her cell phone to figure out the change.
I'm old enough to remember the days when you have to take a math test to be a cashier.
@Liz -- yes, that's true. I think today, the tests are
1) Can you spell your name mostly correct? and
2) Can you fog a mirror
Even considering those lofty standards, it's still amazing to me this person has a job...
It's always easy to pick on someone not quite as smart as yourself. That being said maybe she just started working there and just wasn't sure of procedures. What may seem like common sense doesn't always translate into the business world. Other factors may be at work here. As far as White castle not being beef, you sir are wrong. It is one of the only fast food restaurants that advertises 100% beef.
Craver
@Craver -- my point about the beef was obviously a joke...
And, for the most part I agree with you; except she left me, once, to go and speak to a manager. That's where this all broke down. I have no problem with someone saying, "I'm new, I don't know the answer, let me find out for you." But, in this case, she went back to the manager (who didn't even deem me important enough to come out and see) and got the information from him/her.
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