Monica J.
Yelp
So we attended on opening day. While a way was definitely to be expected, I most certainly didn't think it was going to be a 2 and a half hour wait. Once we entered the drive through, we were completely STUCK! As a Human Resources and business operations professional, I'm always tracking data to improve quality and service.
When I got to the speaker to order, similar to Chick fil A, there were two staff present taking orders. They appeared to be very exhausted. I asked the order taker how long she thought the wait time was. She stated that it was supposed to be 3-5 minutes. Surely I figured she must've misunderstood what I was asking, and rephrased the question, "From the point of view of entry into the drive through line this evening, how long do you think people are waiting?" She repeated what she said before. I said, well I understand what it's supposed to be, and giving grace because it's so. We, however our wait time thus far has been 2 hours. She didn't seem bothered by it.
I proceeded to order a 4 slider meal with 2 milkshakes. At that point, we were told that the milkshake machine was tired and wasn't working as they had sold over 300 milkshakes earlier in the day. I said, it would have been nice to know that when we initially entered the line and was given these paper menus. Another 20 minutes later we were at the wind onto receive our order. The manager from Atlanta was assisting and apologized, and handed us 2 free Combo 1 cards. The food was hot and fresh, though the burgers seemed to have been cooked on a grill that needed some cleaning. They were extremely greasy and you could taste the grease. The Queso was very good and the fries were hot as were the burgers.
NOTE TO MANAGEMENT:
1. Time how long the lines are taking for process improvement and let people know prior to entering the line.
2. There was a better use of time for the 4 individuals in the parking lot walking around telling people to pull up an inch. They could/should have been assisting with processing orders.
3. If there is an item not on the menu, post a sign or let customers know before sitting in line for 2+ hours.
I'm happy to consult on an operational and/or human resource perspective. I'm sure we'll be back but I'll allow the hype to die down a bit and let the team improve their systems.