Customer Service- Wendy’s

When you go to a restaurant you expect a certain level of service. Usually this level of service is dictated by how much the total cost of the meal. When you think Olive Garden, the words that come to mind are Italian, pasta and good service. (Not forgetting to mention soup, salad and bread sticks.) They average about $15-20 per meal after drinks and other items, so not too expensive.

Going to Wendy’s, the words that come to mind are old fashioned hamburgers, Dave Thomas, quick food and now some weird guy with red pony tails. I loved going there as a kid and remember when you left your tray on the table and they cleaned up for you. Also the salad bar was a big item. Times do change, now you bus your own tray and salads are now individual containers. I understand all of this because it is cost efficient and they want to stay in business.

What my issue is… when companies or individuals in companies forget about what Customer Service is or better yet, don’t care! Here’s my real life example: I had lunch in Charleston, SC yesterday at a Wendy’s not far from The Citadel. I ordered a chicken sandwich and large* sized the combo replacing chili for fries (part of my trying to eat better). I asked specifically for a large chili, on my tray I got a small chili. I asked about it and the assistant manager that was filling the order just shrugged her shoulders like she didn’t care.

No sorry we misunderstood or anything else. Simply “I Don’t Care,” is what she said non-verbally. I don’t expect linen table clothes, candles or even sirloin steak. Just care about what you’re doing!

Learning Point: Good Customer Service-

  1. At least fake that you care
  2. Attempt to make it right
  3. Look at this site for more points: http://sbinfocanada.about.com/od/customerservice/a/custservrules.htm

Customer Service is Important,
Sam Carrara

* not super sized, they were across the street

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Thursday, February 7th, 2008 Review

11 Comments to Customer Service- Wendy’s

  1. […] Carrara presents Customer Service- Wendy’s posted at Sam Carrara’s Marketing […]

  2. 4 entrepreneur blog carnival VI | 4 entrepreneur on February 15th, 2008
  3. […] Carrara presents Customer Service- Wendy’s posted at Sam Carrara’s Marketing […]

  4. Bootstrapper » Carnival of Business and Entrepreneurship #9 on February 25th, 2008
  5. I just ate at Wendy’s on Camp Robison Rd., Levy AR and I have to say I’m really disappointed by the meal I received. The French Fries were cold and nasty and the burgers look as though they had been sitting for awhile. I thought that all burgers were fresh made or pretty close to it anyway. This kind of meal is exactly why I quit eating at Rally’s. I’ve had always received pretty good quality food before, but I’m really really disapointed by the quality of the meal I received. Steve Cull 🙁

  6. Steve Cull on March 3rd, 2008
  7. It is unfortunate when this happens. I find the best thing to do is let them know thru their corporate complaint form on their website. Either the manager or someone else will call to try to fix it for the future.

    Thanks for your comment Steve.

  8. Sam on March 6th, 2008
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  10. boozwatt.com on March 7th, 2008
  11. Just in the Waltham Ma store dispsleased with the service again. will not go into this store again

  12. Don Gray on July 10th, 2008
  13. Hi, gr8 post thanks for posting. Information is useful!

  14. KattyBlackyard on June 15th, 2009
  15. I have been looking looking around for this kind of information. Will you post some more in future? I’ll be grateful if you will.

  16. GarykPatton on June 16th, 2009
  17. Some of us even don’t realize the importance of this information. What a pity.

  18. CrisBetewsky on July 6th, 2009
  19. The most important thing that any store or any business whose main purpose is service should always train their employees how to:
    1. Empathize
    2. Actively listen to their customers-not just hearing but listening!
    3. Communicate
    4. Just be human.

  20. teresa buckhner on October 22nd, 2009
  21. Great Information, keep up the hard work!

  22. Strawberry Cough on February 10th, 2010

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