Re: Artificially lowering drive-thru times?
by N L W. - Posted Mon February 22, 2010 @ 7:04 PM
I don't particularly mind being asked to "pull forward" per se - the poor unsuspecting employee is just doing what they have been instructed to do by corporate policy.
The deeper, corporate deception is what I object to - they are counting on my willingness to be agreeable, and they have no conscience about instructing an unsuspecting employee to ask me to participate in their corporate game-playing. The "drive thru" times are carefully monitored and calculated for all stores in the chain - through the wonders of computers - and the results are then manipulated and reported within the corporate structure. This is the "gotcha" game that "too big to fail" companies now play on all of us poor dumb paying customers - and they provide no recourse against it. An "excellent" drive-thru time, combined with other compiled (and probably also manipulated) data, makes for an overall "excellent customer service" standard - one of the many criteria that is examined closely by banks when they are approached to lend more money to these giant companies. They just conveniently fail to mention that they have established corporate policy which circumvents the real truth of their "wait times".
A particularly good example of this egregious behavior is exemplified when one has a "bad" customer service experience with a big company. In a follow-up encounter with the company, while still attempting to get resolution to the original problem, the customer then receives adequate service (which should have been provided the first time). Immediately upon conclusion of the second customer service encounter, the customer is then asked to "rate" the company's customer service - but the "rating" is limited to the current, or adequate, encounter only. The company does not allow the customer to rate the company overall based on the total encounters required to resolve the customer's issue. Just another little trick of the "customer service" trade in the 21st century - one that is particularly well-played these days by Bank of America, among others. I decline to participate in any survey that doesn't allow me to address the complete story of my customer service problem with them.
If enough of us decide we no longer want to be manipulated behind the scenes by these slick little ploys, they will eventually stop doing this in the name of "customer service". Generally, though, the big corporations assume that we are all too busy, too distracted, or too ignorant of how they manipulate data to their advantage to care one way or the other. And as long as they have that deceitful and condescending attitude toward "customer service", it will remain low on the priority list of any company.
So when I'm asked to "drive forward" and I'm the only person in line, I just smile sweetly and say "Thanks, but I'm just fine right here."