Well, I assume you're not speaking directly to me, but in general to your own frustration, there. That's fine. Believe me, I get it. I work as a phone
monkey (tech support/billing), I know from customer service.
Here's the deal though. I'm not one of these people you're talking about. When I go through a drive-thru, believe me, I'm not expecting what
you're describing. I'm not expecting -instant- service. Just convenient service. I just want my order done right. I don't really mind if it takes a
little extra time. In fact, since I almost always have a book or something with me to read, I'll skim a few pages while I'm waiting in line. Better
yet, I get to listen to what I want to listen to on my own radio or CD player while I'm waiting. I like it that way much better, really. I just want the
convenience of sitting in my comfotable car seat and getting my food that way rather than going inside the store. There are days I know it took longer to go
through the outside line than the inside line. And I'm FINE with that. 99% of the time, I'm not in a hurry. If I am, there are specific chains I know I
can expect faster service at. I know their food won't be as good, but that's the trade off you expect.
What I can not abide is my order being done wrong or substandard.
And I will not agree to "please pull forward". On at least three different occasions, I have been left out there and forgotten about! And I
hadn't even ordered something weird, off the menu, obscure or hard to make quickly. No, it was just the regular burger, fries and drink. And only ordering
for myself and no one else in the car.
So no. Not playing that game. I just ignore the request when it comes up.
To me, what it proves over and over again - and you all have confirmed it for me - is that the metrics have been made more important than the customer
experience. As far as I'm concerned, if the company is willing to fire employees for choosing the customer over the metrics, then that company is no longer
in the customer service industry and they don't deserve my business.
As to being a jerk? I think I said at the start I owned up to that in this one instance. That horse is well and truly deceased. And I think you can stop
beating me over the head about it now.
monkey (tech support/billing), I know from customer service.
Here's the deal though. I'm not one of these people you're talking about. When I go through a drive-thru, believe me, I'm not expecting what
you're describing. I'm not expecting -instant- service. Just convenient service. I just want my order done right. I don't really mind if it takes a
little extra time. In fact, since I almost always have a book or something with me to read, I'll skim a few pages while I'm waiting in line. Better
yet, I get to listen to what I want to listen to on my own radio or CD player while I'm waiting. I like it that way much better, really. I just want the
convenience of sitting in my comfotable car seat and getting my food that way rather than going inside the store. There are days I know it took longer to go
through the outside line than the inside line. And I'm FINE with that. 99% of the time, I'm not in a hurry. If I am, there are specific chains I know I
can expect faster service at. I know their food won't be as good, but that's the trade off you expect.
What I can not abide is my order being done wrong or substandard.
And I will not agree to "please pull forward". On at least three different occasions, I have been left out there and forgotten about! And I
hadn't even ordered something weird, off the menu, obscure or hard to make quickly. No, it was just the regular burger, fries and drink. And only ordering
for myself and no one else in the car.
So no. Not playing that game. I just ignore the request when it comes up.
To me, what it proves over and over again - and you all have confirmed it for me - is that the metrics have been made more important than the customer
experience. As far as I'm concerned, if the company is willing to fire employees for choosing the customer over the metrics, then that company is no longer
in the customer service industry and they don't deserve my business.
As to being a jerk? I think I said at the start I owned up to that in this one instance. That horse is well and truly deceased. And I think you can stop
beating me over the head about it now.