Fast Food Service, or non-service

I don't post often as I usually only have time to skim the most current info, but, I gotta ask you guys & gals who love fast food the way I do; what the heck has happened to good service in the fast food industry?

I've spent 35 years in the fast food industry. From dishwasher to the owner of several national brand locations, I've seen alot. I just love to enjoy a well made Quarter Pounder w/ fries or Whopper sandwich w/ onion rings not to mention a Taco Bell chaluppa (sp) or any of the national brand Pizzas, they're all great when done right. But, I'm so disappointed with the level of service we receive now.

I'm wondering if we're not better off just plugging our own order into a register keyboard when we arrive at the restaurant so we don't have to deal with the uncaring faces of some of these crew-members. I have literally walked out of locations where the crew-member just grunted and pointed to the menu board when I asked questions.

There are still a few bright smiles and warm hellos out there, that's why I purposely go inside instead of the drive-thru. I even go out of my way to compliment good service and tip them.

I feel that many who post in this particular forum area are longing for days and perhaps years past when SOME FF items were actually a bit "decent" and made with somewhat "quality" and "standards" that are all but gone, now. Add to that the "food police" issues of the present and I am sure you will get the drift.

Personally, I see the level of service coinciding with the rate of pay for said service, and the age of the typical fast food worker.

I am not familiar enough with the Gulf Coast(your home area) to recommend some places that still include "service with a smile" but we have come across such places in other areas. The Culvers chain...We have visited them in Wisconsin, Indiana, Kentucky, and Texas and have yet to hit one that isn't following the company plan of greeting and friendly service.

Out West we like both INnOUT and Farmer Boys. While different in 'style' both have quick and usually friendly service. INnOUT is strictly order-pickup and find your own place to eat, so the contact with the help is minimal, while Farmer Boys has a broader menu and you order at the counter, but they bring the food to your table when it is ready, so you can expect more of the 'friendly' service there. Both of these chains have worked hard to maintain the image of the smiling service over the years. (IMHO)

As recently as yesterday, I got very good service at a local BK. Other times it is every bit as bad as beachbons says. The key to good service is, IMO, junior management, from the trainers, to the shift managers, up to the restaurant manager. My question to beachbons is,"How is the service in YOUR restaurant?".

The help is paid almost nothing, treated worse than the fryer, has little chance to advance and sees no future. Recipe for poor service.

quote:

Originally posted by felix4067

Personally, I see the level of service coinciding with the rate of pay for said service, and the age of the typical fast food worker.

Maybe it's a local thing but around here the majority of fast food workers are seniors, as are almost all of the "bag boys" at the supermarkets.

John

quote:

Originally posted by John A

quote:

Originally posted by felix4067

Personally, I see the level of service coinciding with the rate of pay for said service, and the age of the typical fast food worker.

Maybe it's a local thing but around here the majority of fast food workers are seniors, as are almost all of the "bag boys" at the supermarkets.

John

Probably local. Other than a rare exception, I haven't seen anyone over the age of about 19 working fast food in years. And we don't have bag boys any more...it's much better to cut even more jobs and make everyone do it themselves, or overwork the few remaining cashiers who still have jobs and make them do it.

My first job was at a McDonald's franchise in Panama City, FL. Part-time during my junior year in HS. Contrary to values NOW, I DID learn quite a bit about the REAL world of work thanks to them. They must have been an exceptional franchise (and to my knowledge still are), because they had old fashioned values. There was a sign in the restaurant that said to be patient for your food, as everything was cooked to order. The patty for your quarter-pounder was not put on the grill until it was ordered; same for most other items. The fries, with a holding time of five minutes after cooking, were ACTUALLY disgarded if not sold in that time frame. I would probably die of shock if I saw these principles adhered to today at just about any food establishment, be they fast food or not.

ADJ

Was that the old one on.... 15th I think it is, the one with the old 50's style architecht??

Yes, but they tore that one down 2 years before I was there. It was the original one on Harrison Ave., not 15th Street, though.

The OP actually covered two issues in his post. One is the issue of service. The other is the quality of the food. As Adjudicator alluded to, McDonald's fries used to be cooked in lard. The raw ingredients used in some fast food signature dishes just were priced out of the market.

As for as service goes, what changed in the last 35 years? I'm not a sociologist, so can't talk about how American youth has changed. But, about the franchise owners - do we now have more professional athletes, businessmen, etc. owning these places rather than restauranteurs?

Thanks for everyones' comments. Regarding the question about our operations; we bought our first store in August, 2001 and the managers we hired shortly thereafter are all still working for us. Our second store was purchased in July, 2003 and the managers we hired for that location are all still there. We built our third location this past summer and my wife & I spend most of our time there because we haven't found the right management staff yet; we're still looking. We care alot about our staff and we hope that they in turn care about our guests.

On a positive note; I visited a Mcd's in Tallahassee last night and the service was as warm & friendly, as well as fast, as any five-star restaurant......they're still out there, thank goodness!!


Greg

quote:

Originally posted by David_NYC

The OP actually covered two issues in his post. One is the issue of service. The other is the quality of the food. As Adjudicator alluded to, McDonald's fries used to be cooked in lard. The raw ingredients used in some fast food signature dishes just were priced out of the market.As for as service goes, what changed in the last 35 years? I'm not a sociologist, so can't talk about how American youth has changed. But, about the franchise owners - do we now have more professional athletes, businessmen, etc. owning these places rather than restauranteurs?

I totally disagree. Using premium quality produce and similar quality raw product would only drive up food costs no more than at maximum of 15 cents per item. Most people today simply want the cheapest product available, and they want it ready when they order it. (i.e. NOW). Add to that that most consumers are also too lazy to get out of their vehicles (the drive-thru factor), and there you go. As many of you may remember, Wendy's once had an excellent breakfast menu, with made to order omelets and french toast, among other things. The reason their breakfast failed was not because of inferior product, but because as they found out too late; you couldn't eat an omelet sitting behind the wheel of a car.