Opinion From A Restaurant General Manager - Phyllis Is 100% Right !
by Robert Hebert - Posted Sun February 25, 2007 @ 4:31 AM
I've been the General Manager at a Burger King for just over 10 years now, and I agree with Phyllis 100%! They had from the end of breakfast the previous day until the start of breakfast the day Phyllis is referring to, to make sure the signs for the expired special were down. I don't know their hours of operation, but most likely at least two assistant managers worked the previous day after breakfast, both failing to get the signs down. It comes to three managers if you then count the opening manager who each morning should take a walk around the inside and outside of their restaurant as part of their opening routine. Precisely to look for problems like this one. As a Manager, this is not just a minor problem, but a sign of a major breakdown in communications between the management, and failure to do a very basic part of their job - being aware of the environment around them. The sign was still up, so the price should have been honored with an apology for the confusion.
This failure to be observant of what's going on around them is also evident by the condition of the dining area. It's amazing to see how some people can get 'tunnel vision' when working in a fast paced environment like fast food, and not be aware of a major problem developing right beside them.
As far as hearing the employees talking about what all they could get away with, it wouldn't surprise me. The restaurant that I am now a General Manager at, I started working at two weeks after I turned 16! I remember hanging around talking with my other friends that worked there, exactly like Phyllis said. I am thankful that I have better employees than I was then!
What is up with this nonsense about charging for jelly? What's next, charging for ketchup, napkins... a rental fee for the use of the tray they carry their food on? If it is a condiment that the customer wants to put on the food that you are selling, that's simply part of the cost of doing business. Treat your customers like they are a valued guest, not an inconvenience - GIVE AWAY that pack of jelly that costs 2 cents wholesale. Don't try to make 8 cents profit off of it. It's not worth losing a customer - it costs a lot more than 8 cents to get them back!
If you think that customers don't pay your wages - indirectly of course. Then let a situation continue like this and see if the customers don't fire everyone by not eating there anymore.