After the attitude of the cashier of the hamburger chain Carl’s Jr. with a “guest” went viral, owners of establishments set their position
After a young employee of the Carl’s Jr. hamburger chain went viral, calling a “guest” – as they call customers in the restaurant – “starving”, owners of some establishments have taken a stand on this situation and are concerned about the attitude of many workers today.
Customer service is one of the most important issues for any commercial establishment, whether large or small, sales are part of what makes any business grow, to be sources of employment. Although many companies strive to provide training so that those in charge have a good service attitude, for many this effort is in vain, because despite the tools provided to employees, the constant complaints from customers about poor service show that there is something that is still not “right” so that the buyer has a good experience and returns to the place.
“Many things have changed in terms of customer service. The old saying “the customer is always right” is a thing of the past, because before that even led to people humiliating the employee. Nowadays there are cameras and you can know for sure what happened. But that does not mean that an employee serves the customer poorly, they are the ones who at the end of the day make the difference to get paid and for the source of work to grow. Unfortunately, many young people do not understand this (…) from their attitude they show little desire to serve, that is why it is called “customer service”, we are paid to provide it and to be kind,” said Juan Luis Rubio who has a taco shop in the city center.
“The training that is provided to young people who enter the Carl’s Jr chain lasts one month and 45 days, in addition to learning the tasks, they are taught to treat the guest well, they are a priority for the company; it is frustrating to see these actions that this young man had and of course he is no longer part of the staff. The sad thing is that these employees are not honest (…) they want to earn money, but they don’t like to work, they are birds of passage and they are not interested in improving themselves, making a career in the company, they have a bad attitude,” said Mary, the chain leader.
For the big commercial chains it is lost money, they have to invest in training, so that after a few days the employee does not return and they have to start over with another candidate. But if it is difficult for them, since they have a more solid capital, for those who have a small place that is just getting established, the issue is even more complicated.
“For us as owners of a small business, you don’t know how difficult it was to set up this kitchen, my husband and I invested all our capital, we try to put our best into the food, to get our customers to come back and for this to be proven by word of mouth, because 3 families depend on this. Unfortunately, the people who come to ask for a job first come asking about the salary and the schedule (…) they are not interested in knowing what the work dynamic is like, the values that we have as a small business, nothing! They simply tell you that they cannot come on certain days, that the schedule is the best, and they have objections to almost everything.
Here in my business I try to be warm with my clients, many come from work to eat and then return, I want them to feel confident, that even if they are not at home they know that a delicious meal awaits them here and if they want, even a nice chat. That makes them want to come back and I have had girls who serve them horribly, I rather thank them, because we live off our clients,” shared Rosa Sánchez.
In the area of business and marketing, excellence in customer service means being prepared to respond to them in the best possible way and being present in a positive way in their lives. Increasingly, customers expect their doubts and expectations to be resolved with agility and empathy. Unfortunately, if these aspects are not met, they will most likely give up on the products and services of the business to look for other options in the wide range of possibilities that exist in the market, a place where they are provided with the service they are looking for, offering them a close, intelligent and human relationship.
Source: diariodequeretaro
