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Personal Cell Phone Use by Employees

Posted Fri September 16, 2011 1:53 pm, by Deborah B. written to Burger King

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We went into the Burger King on US 441 in Eustis, Florida today (9/16) at about 12:45pm. We were about 4th in line to place our order. The young lady who took our order was having a personal conversation, in Spanish, on her cell phone, via a wireless bluetooth ear set, while taking our order. The store manager was working side-by-side with this employee.

Employees (of any retail establishment) should not converse on their personal cell phones, in a foreign language no less, while assisting customers. This goes beyond rude.

If Burger King does not have a "no cell phone" policy, this should be changed immediately. Employees get breaks by law and should handle their personal calls on that break. A true emergency should come through the store's manager. If Burger King already has such a policy, it obviously needs to be clarified with the store managers and employees.


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by billt Posted Sat October 29, 2011 @ 2:51 AM

Nobody seems to get the fact that the employee may have been the bi
lingual person on duty taking orders from the drive thru is both
english and spanish

Reply

Exactly Billt by Marty5223 Sat December 3, 2011 @ 1:50 PM
by texasgurl Posted Sat October 22, 2011 @ 10:32 PM

Where I work (in a schoo), we are not allowed to be on the phone (our
cell phone or a land line that is in the building) without permision
from our supervisor. How ever, my superviser takes this to mean, get
your work done and don't let anyone else catch you on the phone. I had
a parent complain on me one day because she saw me on my phone having
what she new to be a personal call because I was smiling, and talking
nicely about what I had left to do. The parent walked by me, didn't
even need me for anything and then went and reported me. Turns out I
was on the phone with my supervisor who called to ask me what I had
left to do so she would know if I had time to come help her with
something a parent needed. She called me because she wasn't sure where
I was and didn't want to waste everyone's time by trying to hunt me
down especially if I didn't have the time to help. You never know why
a person is on a call and as long as they are doing their job and not
using inapropriate language it is none of your buisness IMO.

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by McJohn Posted Sun October 23, 2011 @ 11:44 AM

I was working for a tech company and was forced to watch the front
desk while one of the techs used the rest room. The boss called me to
give me the days work list.

I had a customer come in and I told them one second while I listened
to my boss. He was always joking around so to the customer it must
have looked like it was a personal call because I was smiling and
joking with him.

After about a minute the customer finally said "what would your boss
think if he knew you were ignoring a customer to talk to friends while
you were working". I just looked up at him and handed him the phone
and said "I dont know why dont you ask my boss".

Reply
by E C. Posted Wed October 12, 2011 @ 4:23 PM

How do you know it was a personal cell phone earpiece? I work in an
office where the hands free for the desktop phones look just like the
bluetooth earpieces. Maybe they're trying something new?

Perhaps you should have addressed the issue with the manager rather
than making your assumptions.

Reply

by VoiceOfReason Posted Mon October 3, 2011 @ 9:27 PM

When I'm making a purchase at a place of business, I want the clerks
undivided attention.

I don't want her taking another order or discussing a "family
emergency".

If this is the stores policy, it's wrong. It's rude and it's ignorant.
I would go somewhere else.

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"I don't want her taking another order" ... technically if she was on a headset she may have been taking someone else order first... n.t by PepperElf Tue October 4, 2011 @ 12:21 PM

by Bri Posted Wed September 28, 2011 @ 8:16 PM

I work in the Customer Service Industry and if I get caught using my
cell phone on the job I would be fired!
Burger King should have a "no cell phone" policy! In your position I
would dial the phone number of this particular BK establishment where
the aforementioned incident occurred!

Reply


but the OP never saw a cell, just an ear piece and assumed it was to a cell. nt by PepperElf Fri September 30, 2011 @ 5:47 PM

by Ramelle Posted Tue September 27, 2011 @ 10:51 AM

My sister worked in FF and had a few emergency calls that were not
answered because no one was in the office and the employees couldn't
hear the phone ringing out on the floor. She was also let go from a FF
job for looking at - not answering or talking - her cell phone during
a lull.

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by redheadedmama Posted Wed September 21, 2011 @ 4:49 PM

The same thing happens at the convenience stores as well and it is
very rude

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I work in a convenience store-- we are REQUIRED to answer the phone, even when we are alone and have a line. by Chadg Thu September 22, 2011 @ 8:44 PM


People CALL by MA Cunningham Mon September 26, 2011 @ 10:11 AM


kinda funny.... by Chadg Mon September 26, 2011 @ 2:47 PM


I got one better by MA Cunningham Tue September 27, 2011 @ 4:12 PM


When I worked the switchboard.. by Harleycat Wed September 28, 2011 @ 6:55 PM


I have friends who..... by Chadg Wed September 28, 2011 @ 9:19 PM


Required by law?? by MA Cunningham Thu September 29, 2011 @ 9:15 AM


I guess we should tell the Pope.. by Harleycat Thu September 29, 2011 @ 12:59 PM


You can, but i dont think i carry much weight with the Pope..... by Chadg Thu September 29, 2011 @ 4:37 PM
by jcntx Posted Tue September 20, 2011 @ 12:22 PM

I think people will defend all bad behavior on this site. It doesn't
matter what or who she was talking about. No personal calls should be
taken when dealing with customers for any reason ever. If an emergency
arises, then store manager will inform the employee and the call
should be made in private.

Reply

BUT by kathleen m Tue September 20, 2011 @ 2:21 PM

Because by Mnemosyne Wed September 21, 2011 @ 10:42 AM


Wasnt a cell phone by McJohn Wed September 21, 2011 @ 10:46 AM

Putting that aside by Mnemosyne Wed September 21, 2011 @ 12:56 PM


ok lets keep assuming by McJohn Wed September 21, 2011 @ 1:22 PM
by Walter W. Posted Mon September 19, 2011 @ 11:00 PM

how do you feel about customers who yap on a phone while the employee
is trying to take their order?

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where i work i'm obliged to answer the phone even when im working with a customer by PepperElf Mon September 19, 2011 @ 11:51 PM


Same with me by McJohn Tue September 20, 2011 @ 8:23 AM

You didnt answer my question by Walter W. Tue September 20, 2011 @ 1:43 PM


How was it bad? by McJohn Tue September 20, 2011 @ 2:17 PM

Uh Huh by Walter W. Tue September 20, 2011 @ 4:23 PM


Signs about cells usually state by PepperElf Tue September 20, 2011 @ 11:13 PM


Ok heres your answer by McJohn Wed September 21, 2011 @ 9:47 AM

This is absolutely amazing by Walter W. Wed September 21, 2011 @ 2:26 PM


" your level of reading comprehension, " - just because someone disagrees with you does NOT mean they're stupid or possess no reading comprehension. n/t by PepperElf Wed September 21, 2011 @ 11:44 PM

I agree with you 100% by Walter W. Thu September 22, 2011 @ 11:06 AM


I did answer it by McJohn Thu September 22, 2011 @ 8:42 AM

You were confused from the start, not just now by Walter W. Thu September 22, 2011 @ 11:00 AM


Well that explains it by McJohn Thu September 22, 2011 @ 12:12 PM

Nobody forced you to respond to my question by Walter W. Thu September 22, 2011 @ 2:46 PM


"Nobody forced you to respond to my question " by PepperElf Fri September 23, 2011 @ 12:42 AM

and yet... by kathleen m Fri September 23, 2011 @ 2:26 PM

You didnt answer my question by Walter W. Tue September 20, 2011 @ 1:42 PM


Agreed by LadyMac Tue September 20, 2011 @ 2:30 PM


I must be a real fuddy-duddy. by olie Tue September 20, 2011 @ 9:45 PM


I am thoroughly ashamed that I did this within the past week. by olie Tue September 20, 2011 @ 9:40 PM


OK, Walter, I'll bite. by olie Tue September 20, 2011 @ 9:55 PM

The customer is the boss by Mnemosyne Wed September 21, 2011 @ 10:46 AM

No way in he** by Kitty K. Sun September 25, 2011 @ 2:54 AM


AMEN! by Chadg Sun September 25, 2011 @ 4:59 PM


Not True by McJohn Mon September 26, 2011 @ 1:17 PM


by fairywithfangs Posted Sun September 18, 2011 @ 1:56 PM

even if the girl was taking drive up orders she still should have said
something to the OP. A simple statement like "I'm sorry I am taking
drive up orders as well" or "I am sorry, I have to take this call but
they really need me on the register as well" most likely would have
helped the situation.

Reply


well it does sound like she spoke to the OP, took his order... just didn't give him the dirt on whom she was talking to... n/t by PepperElf Mon September 19, 2011 @ 12:19 PM


Good read, PepperElf. n/t by olie Mon September 19, 2011 @ 9:47 PM
by thundr101 Posted Sat September 17, 2011 @ 9:41 PM

Everyone's reply is centering around Race - being that the OP put "The
young lady who took our order was having a personal conversation, in
Spanish, on her cell phone"... take out the part about the
conversation being in Spanish, and I'm sure 99% of the garbage replies
would be non-applicable.

In no retail/fast food establishment, does their exist a Drive-Thru
headset device that is the shape and size of a Bluetooth ear-set.
Size is prohibitive and the cost of such an item is restrictive.

Chances are this person was on a phone call. If you all seriously
think that it's OK (regardless of reason) to speak on a call, in any
language, while a PAYING customer is waiting to place an order...
there is a problem. When I am in line, I don't care where I'm at, I
best have your full attention. If you have an emergency that requires
you to be on a phone call, go get your manager (who was standing next
to the employee in this case) and have them take the order for you.
NO reason for you to be rude to the customer in line.

I don't care what the response, what the opinion, you should NOT be at
work (in a public restaurant) taking orders and talking on your cell
phone... bluetooth headset or not. Next you will tell me that it's OK
for order takers and waitstaff to walk around the restaurant, talking
on their bluetooth devices "because they might have had an
emergency"... give me a break.

Reply

get real by Kitty K. Sun September 18, 2011 @ 2:40 AM

The language by Lisa H. Sun September 18, 2011 @ 9:49 AM

Re: Personal Cell Phone Use by Employees by Ronnie D Sun September 18, 2011 @ 11:29 AM


If race wasn't a factor what was " in a foreign language no less" about? by PepperElf Sun September 18, 2011 @ 1:00 PM

If race wasn't a factor what was " in a foreign language no less" about? by Ronnie D Mon September 19, 2011 @ 7:36 PM


o sorry i thought you were the OP. ... cos the OP DID mention language, as if a foreign language was part of the problem by PepperElf Mon September 19, 2011 @ 11:50 PM

o sorry i thought you were the OP. ... cos the OP DID mention language, as if a foreign language was part of the problem by Ronnie D Wed September 21, 2011 @ 12:34 PM

What was your original post? It looks like you are defending something by Steve OH (IO) Mon September 19, 2011 @ 7:55 PM

What was your original post? It looks like you are defending something by Ronnie D Wed September 21, 2011 @ 12:41 PM

Got it. You had your own response below this one. But you defended by Steve OH (IO) Wed September 21, 2011 @ 3:04 PM


they absolutely have drive up earpieces by fairywithfangs Sun September 18, 2011 @ 1:54 PM


It's not *race* so much as the OP went out of her way to let us know by olie Sun September 18, 2011 @ 5:45 PM
by Sarah G. Posted Sat September 17, 2011 @ 8:35 PM

Who cares if she's on her cell if she still takes your order? Maybe
an emergency came up or maybe she was working the drive through as
well. There's no way I would allow a manager to take my call if it
was an emergency and I hope you're never in that position. I will be
visiting BK this weekend thanks to this letter, thank you!

Reply


by PepperElf Posted Sat September 17, 2011 @ 3:47 PM

What the hell does that have to do with anything?


Please do not tell me you are suggesting that employees be banned or
punished for speaking Spanish.



I mean what? Would that include punishing them for speaking in
Spanish to a customer over a headset? Punishment for talking to
family members in Spanish?


That is the start of a good racism suit for any company that decided
to pull that kind of stunt.

Reply


"banned" - should have read "banned from using spanish" n/t by PepperElf Sat September 17, 2011 @ 3:47 PM
by Ronnie D Posted Sat September 17, 2011 @ 2:22 PM

Have you ever worked retail, and had a family emergency call??? What
would you do under the circumstance??? You really don't know what
that
call was about, and I'm sure if it was you and it was an emergency you
sure would want to know and just maybe "LEAVE WORK".

Until you've worked in a retail environment you really shouldn't judge
anyone else.

Besides, just stay home and cook what you want for dinner instead of
eating out and complaining. I'll bet at some time while you were
cooking at home you took a phone call or two and didn't even think
about who or what was going on while you were cooking - AM I RIGHT on
that?

Reply

"I'll bet at some time while you were cooking at home you took a phone call or two". by Steve OH (IO) Wed September 21, 2011 @ 3:06 PM


Ummm.... by Irving Patrick Freleigh Fri September 23, 2011 @ 7:16 PM
by Ronnie D Posted Sat September 17, 2011 @ 2:07 PM



Have you ever worked retail, and had a family emergency call??? What
would you do under the circumstance??? You really don't know what that
call was about, and I'm sure if it was you and it was an emergency you
sure would want to know and just maybe "LEAVE WORK".

Until you've worked in a retail environment you really shouldn't judge
anyone else.

Besides, just stay home and cook what you want for dinner instead of
eating out and complaining. I'll bet at some time while you were
cooking at home you took a phone call or two and didn't even think
about who or what was going on while you were cooking - AM I RIGHT on
that?

Reply

by Lisa H. Posted Sat September 17, 2011 @ 11:03 AM

In general I agree that employees should not be on personal calls
while working with the public. But, I agree with other commenter that
since you don't speak Spanish you don't know if she was taking an
order from Drive-thru(the headsets they where at many places do look
like blue tooths), was on an emergancy call, or even on a work-related
call of some sort. Since the manager was there, I have to really
wonder if it was just a personal, non-important call.

Reply


THIS. ITA ITA ITA by PepperElf Sat September 17, 2011 @ 1:15 PM

by Chadg Posted Sat September 17, 2011 @ 9:40 AM

did you see an actual cell phone? Newer fast food headset systems run
on bluetooth, and can look just like a cell phone earpiece. Perhaps
she was helping a customer who only spoke spanish. There have also
been times where ive seen one cashier running the counter and the
drivethru.

since there was a manager standing right there, im sure this was work
related.

Reply


Especially if she was the only spankish speaking person on shift by batmoody Sat September 17, 2011 @ 6:21 PM


Same thing at our county jail. by olie Mon September 19, 2011 @ 9:45 PM

by batmoody Posted Sat September 17, 2011 @ 7:57 AM

Sounds like she was working the drive thru. You even say it was in
another language so how do you know?

I just can't imagine a manager standing there allowing her to take a
personal phone call but who knows....Maybe it was an emergency and he
needed her up front?

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by RedheadwGlasses Posted Sat September 17, 2011 @ 2:19 AM

I agree.

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by olie Posted Sat September 17, 2011 @ 12:10 AM

I wonder what OP's work cell phone policy might be? And if "personal
cell phone use by employees" at her place of business might negatively
affect client/customer care??

Reply
by Jay C. Posted Fri September 16, 2011 @ 4:19 PM

Great job letting the company know about the clueless employee and her
clueless manager!

Reply

Re: Perseon Cell PHone Use by Employees by Ronnie D Sat September 17, 2011 @ 2:16 PM


by McJohn Posted Fri September 16, 2011 @ 2:26 PM

You dont say anwhere that this phone call inhibited her ability to
take your order or serve you.

Since the manager was working side by side with her did you mention it
to the manager?

Your personal opinion on cell phone use really doesnt matter if the
manager is aware and allowing it. You have no clue clue what it was
about or how important it was.

Reply
by Alicia W. Posted Fri September 16, 2011 @ 2:22 PM

First off, please don't be so condescending about foreign languages.
Secondly, was she maybe helping a customer who was going through the
drive thru?

Reply




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