Post by bobc on Sept 1, 2008 12:37:03 GMT -5
Closing off unoccupied sections and sending employees home is normally a wise management decision. When there is more staff than customers standing and sitting on both sides of the counter engaged in conversation among themselves it would be a sign that this decision was justified; i.e., after the establishment was cleaned to the point they could serve customers. When you have a group of 13 potential customers walk in more than an hour before closing, the decision to send people home then becomes a bad one. When you have waiting customers there is no excuse for taking this action short of an emergency. From the calm and lackadaisical appearance of the employees there was no sign any type of emergency existed.
Mistakes:
Employee breaks were given a higher priority than customer service.
Scheduling of breaks (all at the same time) reflected lack of management skills.
The person who spoke for the establishment decided that once tables were cleaned off that section would be closed and employees sent home, despite having 13 waiting customers.
The person who spoke for the establishment implied a group requesting to be seated together was not reasonable even though the physical layout would easily accommodate the group and several of the dirty tables had already been pulled together.
During approximately 5 - 10 minutes of calm, civil, polite discussion as the group was assembling inside; nobody had begun to clean the dirty tables. No heated words were exchanged; it was simply a verbal exchange where the establishment and customers didn’t understand the reasons for the others’ position.
13 more people have been added to the list of those who will not return because they had an unsatisfactory experience at Steak & Shake by Celebration City.
Mistakes:
Employee breaks were given a higher priority than customer service.
Scheduling of breaks (all at the same time) reflected lack of management skills.
The person who spoke for the establishment decided that once tables were cleaned off that section would be closed and employees sent home, despite having 13 waiting customers.
The person who spoke for the establishment implied a group requesting to be seated together was not reasonable even though the physical layout would easily accommodate the group and several of the dirty tables had already been pulled together.
During approximately 5 - 10 minutes of calm, civil, polite discussion as the group was assembling inside; nobody had begun to clean the dirty tables. No heated words were exchanged; it was simply a verbal exchange where the establishment and customers didn’t understand the reasons for the others’ position.
13 more people have been added to the list of those who will not return because they had an unsatisfactory experience at Steak & Shake by Celebration City.
