You reap what you sow

There is a saying, “what you put in you usually get out”, or similarly, “you reap what you sow”! Generally, it is the order taker’s duty to engage the customer with a welcoming, friendly voice. It matters not whether he or she is in the Dining Room or on the speaker in the Drive Thru. This sets the tone for smooth, error free, referrals kind of service.

More than often one goes to a fast food restaurant, both the front register operator and the Drive-Thru order taker are flat and their tone somehow suggest they don’t want to be there. As such a managers’ job becomes more than simply running my shift. He or she has to become actors, motivational and speakers. I recall role playing what I was talking about and making a speech to explain the ripple effects this may have. It was definitely a challenge most of the time. Nevertheless, with practice and the noticeable difference with the team work, customer’s response, and the service time, one would think that the attitude would become contagious at the location. Wrong! There were some colleagues who seemed to have had other agendas. Unity was lacking and as such there was not strength.

Nevertheless, the friendly voice should not stop at the order taker. The cashier needs to greet the customer with a smile as he/she repeats the total and receives the payment. The final person, who is responsible for ensuring that the experience concludes on a positive note, is the coordinator or the person handing the food to the customer. He or she also needs to greet the customer with a friendly hi or hello, how you are doing today or something to that effect which builds rapport as he/she passes the order out. Customers love such an experience and more than often the employee feels great about the service, especially if the customer said thank you with a smile and was responsive to the brief chit.

Mind you, there were and there will be extreme cases when customers will simply not play the nice game. Each employee having contact with that customer is still requires to be calm and friendly.

I would say it is important for both the employees and the customers to be warm and friendly with each other.

What are your views?

Tomorrow I would look at the quality of the food and service you receive is highly dependent on the time of the day.