My mother dragged me to Arby's last night because we had been shopping nearby, which was fine. I was exhausted and not terribly hungry, so this idea didn't particularly excite me at all.
Now, I'm sure you're wondering what gives Arby's 4 stars in my narrow little world. Well, it's called customer service. We ordered our food. I literally glanced at the menu, because I was exhausted and didn't want to spend much time there. I desperately wanted to go home and go to bed to grab a couple hours of sleep before work.
I think our cashier's name was Angel. I didn't see a name tag, but I heard another employee address her by name a little later. Anyway, my mother and I order our food. She knew what she wanted, and I thought I did as well. My intention was to order the beef and cheddar combo meal, and mom had the French dip. That's like her new favorite thing at Arby's. I ended up ordering just the plain roast beef sandwich.
It comes out, and Angel apologizes for the delay. I didn't really feel there was one, but she was going for good customer service, which I appreciated. The old people sitting behind me were quite impatient. The man standing near the counter, mean mugging all the employees as they're trying to prepare food. So I would guess it had something to do with that.
I go to put horsey sauce on my sandwich and notice there's no cheddar on it. Hmm... that means either I screwed up in my order, or they did. A quick check of the menu told me it was my fault. Ok. I'm not going to be one of those customers who returns something that's their own fault. Angel saw me check the menu and asked if I needed anything. I told her no, I just had what I like to call one of my short bus moments and ordered the wrong thing. No big deal.
She comes over to the table and asks if she can make me something else. I said she didn't have to, as the order mix-up was my fault and not theirs. She again offers to take care of it. So I told her I had planned to order the beef and cheddar sandwich. She has one made and out to me in less than two minutes.
I am always really impressed when any restaurant is willing to fix something that they don't have to. She could've gone back to taking out the trash and cleaning as soon as I said it was my fault. Or, she could've just brought out a side of the cheese sauce. Nope, a whole new sandwich, at no extra charge. Even my mother was set to buy a new one for me. I wasn't trying to be a pain in the ass customer. Lol.
Angel didn't treat it as an inconvenience at all either. It was just business as usual to her, and going above and beyond to make a customer happy was normal for her. This was done with a smile and helpful demeanor.
Will I return? Of course. It's fast food, that seems a tad expensive, and a decent drive for me. So it's not that I go here often. But the food is always good. Very typically consistent in quality. The food rates 3 stars. The customer service is easily 4 stars. read more