I don't like to leave negative reviews because they always come across vindictive, but in this case I feel management might benefit from knowing because they would want their store to be represented well. The product I receive is always great when I visit this location, but the last few times I visited there has been some team members who have openly reflected their annoyance while working. Today was the first time as a client it actually made me feel bad which is why I decided to leave a review, but I'd like to mention the other occasions.
There is a young gal a few weeks ago who came out from the back and took register to take my order. After her greeting she looked down exasperated and muttered "shit!" And went back to the backroom briefly, emerging with her Smoothie King shirt now on. I don't really care about cussing or an honest mistake such as that, but she was negative throughout the ordering process and seemed to dread being there. Saw her again about a week later and she maintained the same negative attitude. She could be in a rough spot in life which I understand, but it makes me feel intrusive to approach the register looking into the store product when the first interaction I have is someone who doesn't want to be there.
This evening I came in at 7pm and there was a gal who greeted me kindly and said it would just be a moment-- I said no problem because I needed to look at the menu. A young dude came out and took register, also gave a kind greeting. I chose something and they began to hop to action which is awesome, but i quickly realized that my choice wasn't right for me. I said basically, "oh shoot! I'm sorry! I would like something else-- is it too late to change?" I worked in a coffee shop for years and understand the frustration it is to prep a cup and then have to waste the ingredients to toss them and start over, so if it was too late it was ok with me. After some awkward communication largely due to me trying to figure out if it was too late to change, the pitcher only had water in it and we changed my order.
If you're tracking with me so far, this experience has not gone badly yet. I know I was being a dodo brain changing my mind and that can be frustrating when you are trying to maintain a high level of customer service. That's why I tried to over communicate and make sure I wasn't causing waste. But after I looked back to the menu to make sure I knew what I wanted to order with no errors, the guy looked at the gal to express with his eyes how annoying he found me to be. I finished my order and he tried to maintain to my face a "pleasant tone" ... but I could sense the tenseness in it. And I turned to go wait in a chair and saw him stare down the back of my head in the reflection of the window until I made it to the chair at the end of the store, turned around, and met his eyes still staring.
As they made my shake because the blender was making noise they started talking and I heard them say "I wish we could just say we were closed." So I looked at the hours on the door alarmed, wondering if I did in fact walk in at closing time by mistake-- because trust me I've been there and if that were the case I'd understand why they'd be so annoyed with me. Buy then I saw the store doesn't close until 9pm
For the entire duration I was there, there were no other customers. I don't know if they had a really shitty rush earlier today or had super shitty people come in, and my dumb moment was the straw that broke the camels back-- because I can relate to that. But frankly I try to be as considerate as possible when I interact with people in the food service industry. You guys get shit on daily. But man I gotta say if the attitude you project while you are working makes me feel guilty when I leave even when I'm trying to be considerate, that is not on me. They made the product well but passive aggressiveness is equally as hurtful as blatant rudeness-- even though it seems under the radar.
I hope the rest of tonight's shift goes fast and that this longwinded feedback is helpful to management. If not... ah well. Shared my observations and that's all I can do. TLDR: some of the staff need a different attitude when they are running front of shop. read more