So... my son drove over to Del Taco the other night to grab a quick take-out. That alone is an amazing statement since I was not even aware Del Taco was still in business. I thought everyone had uniformly exited and were now seeking their fix for cheap shitty Mexican food at Taco Bell, Taco Bueno or from eating out of trash cans.
After placing his order for a burger and fries (equally amazed that they serve crappy American food too), he drove home. He sat down and consumed his burger and eyed his fries - crinkle-cut fat laden and limp (reference picture above). As he poured his fries out across his flattened burger wrapper something peculiar caught his eye.
Maybe it was because this fry wasn't fried, or because it's cut wasn't crinkled or because it wasn't as fat-laden or limp - or maybe just because it was dark and had legs. This, my friends was a roach (la cucaracha).
Although getting a bug in your food at Del Taco isn't the end of the world - in fact, it might even be relished compared to the food. What was quite annoying is the response from the staff. Upon taking the fries (and said roach) back to Del Taco and revealing the prize to the 16-year old manager, my son was asked:
" Do you want another order of fries?"
Sure, maybe I'll get luck and get a box of roaches with only one crinkle-cut fat laden, limp fry in it.
Another example of how low customer service has fallen. An appropriate response would be something like this:
"Oh my God, I am so sorry that happened" - showing appropriate empathy
"We really value you as a customer - thank you for bringing this to our attention" - show appropriate respect
"We pride ourselves on cleanliness and will assure you this will never happen again" - start to rebuild trust
"Let me offer you your money back, plus $50 in coupons for your troubles" - appropriate remedy
So why is customer service so friggin hard to execute when it seems like common sense.
No comments:
Post a Comment