A tale of two Mariano's... One in Elmhurst the other in Oak Lawn... I've written about the one near me. Surprisingly, both are celebrating their five year anniversary. The one in Oak Lawn is bigger... However, the service in Elmhurst is far superior.
First: I went to grab a little something for my drive home. I brought two pieces of the baked cod. It was over cooked, chewy, rather dry, and bland.
Second: I wanted to purchase a drink, but had to wait until the service associates were done with their conversations. They were laughing and enjoying each others company until after a couple of minutes I was noticed and then waited upon. Now, mind you the third worker, who apparently did not work in that area saw me waiting, but continued to engage his friends. So much for customer service in Oak Lawn....
Third: After I was noticed, the young lady took my order, but the cash register that she initially used didn't "work", so after I had put everything away she had me move to another register to do the entire process again.
The young man who was working with her continued his conversation with the other young man who did not work in that area, but made my frozen cappuccino drink, wrong. Could it be that carrying on a private conversation with friends, while serving customers could be a problem?
After the young man who made my drink wrong, (he made an ice coffee), verified with the young lady who took my order, that he indeed made the wrong drink, (he apologized), but continued his conversation with... the young man who worked some place else in the store!
And guess what, does anyone wonder why, he got my drink wrong, AGAIN - I specifically asked for NO WHIPPED CREAM, (and 2%milk)! Fortunately, it was an easy fix. He removed the domed lid, which held the majority of the whipped cream and replaced with a flat lid. At this point, I should have received at least, an offer of a complementary pastry. I would have passed, but the offer would have meant that they were taking responsibility for their mistakes and poor customer service.
Sigh!
Was the conversation that important?
When I went outside I was met with three cart associates getting carts. A job that two could have done, or at least three in three different area, (remember I said the lot was bigger than the Elmhurst lot), however, they were all standing around chatting, occasionally pushing the carts; one of them, after he checked his phone.
What's the difference between the two Mariano's. Someone higher up cares about service and customers at one store and someone at the other, is lacking. This is disappointing. You are supposed to be a family. What is done at one store reflects upon the others. This is why I expected the same high quality from the Oak Lawn store that I receive at the Elmhurst store.
Step it up Oak Lawn... I'll be back, my sister lives out there and I'd like to give you a chance to redeem yourself... But maybe it doesn't matter in Oak Lawn. read more