This review has majestic advice and insight for the management and employees at this location, and for the customers that want to avoid long lines and frozen eggs:
1. LONG LINES & POOR EMPLOYEE SCHEDULING:
For starters, the line at this location is never-ending. NEVER...ENDING.
**Advice to the management: If you are going to lead your team towards success in an *extremely* busy neighborhood, then train the employees to focus on speed/timeliness. Better yet, please start scheduling your team appropriately. Perhaps that alone will help with the long lines.
I have been to this location's drive-through and inside the lobby, and the lines for both are awful.
Last week, I went inside to pick up three drinks. The wait was about 20 minutes. The entire lobby was full of customers just waiting for their drinks. There were only three people working.
THREE PEOPLE. What is the manager thinking?
2. PRIORITIES:
During this experience, I witnessed three employees litterally juggling it all. There was a long line in the drive-through, and a lobby full of people waiting to get their drinks. In-between making drinks and ringing up the drinks, I watched the three employees cleaning. I get it, keep the place clean and sanitary at all times. But with a long line outside and inside the lobby, it's not the best idea to stop what you're doing, to CLEAN. idk if it's bc this team wants to get out of work on time by completing the side work and cleaning before it's time, but that's not a priority. The customers are the priority.
**News to the employees: if you're busy, the side work and end of the day cleaning comes last. Take care of the customers first. If you leave work late bc you were so busy, that's more money on your paycheck (overtime). If overtime isn't supported by the management team, report them to the higher ups bc this is chaos and pure stupidity. The way this location operates is disgusting.
3. FROZEN EGGS:
On another visit, in the middle of the afternoon, the line was long but not unbearable. I was raving to my significant other about the protein boxes. I convinced him to finally try one with our coffee. Unfortunately, when we got them, THE EGGS WERE FROZEN. FROZEN!! I asked to trade them for a box without the frozen eggs, and she said they were all frozen. This leads me to believe that the employees have the wrong priorities and need more training with putting the customers and their needs first. I understand an accident, but with my experience at this location, this team just doesn't understand good customer service.
**Advice to the customers: DO NOT get the protein box with the egg and cheese if you aren't a fan of frozen eggs. I had no idea they froze the eggs/protein box, and I was grossed out.
4. AWKWARD CONVERSATION:
Finally, stop talking. Seriously, please. Stop with the side chat. It is so uncomfortable and awkward when the employee makes conversation while we wait for the slow employee to make the drinks.
I get it. You're trying to distract us from how long it takes for your teammate to make the drinks, but that doesn't make them work faster. It's none of your business what I have planned for the day.
If I'm in a business suit, Im in a hurry.. Where do you think I'm headed?
I don't know you, you don't know me, I didn't initiate the conversation, so please stop talking.
Tip to the management and the employees:
Making awkward conversations with the customer is not considered customer service.
I've given this location several tries, and it never improves. Unless the management changes for the better, this location will forever be slow, not putting the customers' needs first, and making awkward conversation. ****This isn't the employees' faults, this is a direct result of poor leadership and training.**** read more
