Xando Rant...

Xando's is a sandwich chain in the northeast (NYC + Philly I think) that makes interesting food with some sort of proprietary yummy flatbreads.

Anyway, today I went for lunch (Sunday afternoon about 1:30) and lost my enthusiasm. Food wasn't too good this time, but service was terrible.

I had to wait a few minutes to get a simple sandwich made, but then waited at least 15 minutes on line just for checkout. There was one (slow) cashier and two other food "people" doing something-or-other behind the counter. Mostly putting beverages in the freezer.

I was tempted whether or not to "say something". When I (finally) got to the cashier (starving, with the sandwich in my hand for 15 minutes) I gently asked if there was a manager. He turned to the guy putting the beverages in the freezer, saying he was the manager. Then the cashier apologized for the wait, saying a customer held them uwith some problem. Well, I sat down "peacefully" until I went to leave and noticed the line again grew to over 10 people, and the manager was still stocking the shelves.

Is it "worth it" to comment to the managers in chains?

Beverages in the FREEZER?

quote:

Originally posted by roossy90

Beverages in the FREEZER?


Well, I mean beverage fridge, whatever.

But, what is it about chains that they care more about putitng supplies in place rather than serving customers. I see this all the time. Don't they "get" that customer "service" (like taking their order and ringing uo the check, I mean) is "important"?

I'd say there is no point on complaining to a manager at a chain. Face it, your time in line halps them keep labor costs low -- by only scheduling onee cashier. Was there a second, unmanned cash register?

quote:

Originally posted by wheregreggeats.com

I'd say there is no point on complaining to a manager at a chain. Face it, your time in line halps them keep labor costs low -- by only scheduling onee cashier. Was there a second, unmanned cash register?

Of course. There were 2. And being NYC I was rather surprised no one just walked out. We do that all the time!

A manager should jump in to where ever he/she is needed. A line up like that should be a cue. Obviously, this manager doesn't care and it would be therefore pointless to bring it up to management. Often these people are paid slightly better than minimum wage and are way over worked to the point that they are jaded.

I would email the company and you may have more luck at being heard.

ailsa

You know, thatmakes sense. I didn't think that these "managers" in chains make little more than line workers. I'm sure their motivation is low. I can understanding that they may be more attentive to keeping bottles in order than customer service.