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 Poor drive through situation
Posted Mon July 24, 2006 4:43 pm, by Tracy M. written to Taco Bell
Write a Letter to this Company | Rate this Company
On Sunday, July 23rd, my son and I pulled up to the Taco Bell drive through located on Glenway Avenue in Cincinnati. The time was approximately 3pm. I rolled down the window and what happened next was pretty surprising.
"Welcome to Taco Bell. Could you please park and come in? We are short staffed today."
I looked at my son and he looked at me and we kind of laughed and pulled away. I told him it was up to him, that I wasn't going in and ordering. He said he wanted it, so I parked and he went in and ordered.
He came back out about 10 minutes later with his food. He said it was obvious they were truly short-staffed and that it was chaos in there. He also proceded to say that he felt sorry for the workers who were there and I have to say I agree with him.
I guess what I'm suggesting is that some sort of procedure be in place when a staffing 'situation' occurs. It seems to me that a manager or district manager should have been summoned to deal with the problem.
It didn't end up being a big deal for us, but I am quite sure that those poor workers got cursed out and/or yelled at quite a bit that day.
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by Zenobia Dewely Posted Mon October 30, 2006 @ 12:12 PM
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The letter was great but there was no need to take it so far. Besides
your son came back in 10 minutes. All companies like that I'm sure are
short staffed sometimes.
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by Suzi Posted Wed October 18, 2006 @ 2:02 PM
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Have you ever worked in retail? Sometimes people call off! People
get sick or just don't feel like coming in (especially teenage
employees who are the majority of the staff at fast food restaurants).
If a district or regional manager was called to deal with call-offs,
they probably would have laughed! If you want good service at a
restaurant, then fat food is not the place to go!
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by C A Posted Thu July 27, 2006 @ 10:38 AM
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Great letter. You made the Corporate offices aware of the situation,
let them know that the store handled the staffing issue as well as
they could, and you didn't ask for freebies. I would like to see more
letters like this one.
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by ed wilson Posted Tue July 25, 2006 @ 4:44 PM
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Wow - the drive thru was closed... and you took time to let Taco Bell
know. It seems like they handled the situation correctly. Rather than
trying to man two areas, they put all of their people in one.
All of the suggestions on getting more people in, etc. are great. You
can't always get them in.
It seems that if the smallest problem happens customers have to "let
someone know".
How many times in our personal like does something unexpected happen.
You're going to cook diner, but you get sick. Your spouse comes home
after a hard day and ends up cooking. In business situations things
happen that do not need to have letters generated. My guess is their
Dist. Manager was informed and may have made the decision to shut down
the drive thru. Stuff happens.
People need to lighten up.
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by ed wilson Wed July 26, 2006 @ 12:05 PM
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by Leanne l Posted Tue July 25, 2006 @ 9:23 AM
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Sounds like a bad situation that I'm sure takes place all the time
without admission. But I think businesses should hire extra part
timers for this very reason. So many times they are afraid to be
overstaffed but that doesn't mean keeping some people on call that are
willing to do so is such a bad thing, especially in a situation such
as this.
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Actually, Tracy, what they should have done is close the lobby and
kept the drive thru open. This would have allowed them to inform
customers of the problem via a written notice on the board and they
would have been able to encourage customers to go through the drive
thru. Since most people would have the same reaction as you in that
they would have driven away rather than get out of the car and go
inside, they would have likely lost less customers.
In addition, it's easier to control the flow of customers through the
drive thru as there is a natural limit as to how many cars can be
handled at one time (usually four) so chances are they could have
handled the business better that way.
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...of Tabithas. ;)
I hope HQ looks into this -- you're right: it seems awfully drastic
to shut down a drive through.
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