Who Is to Blame for Poor Service?

Shep Hyken | August 17, 2023

By Shep Hyken The short version of the story is this. At about 9:15 p.m., I pulled into one of my favorite fast-food restaurants. There was one customer ahead of me in the drive-through lane. I assumed he was placing an order. After several minutes, I realized something else was going on. I wasn’t sure what, but the amount of time he spent talking to the person on the other end of the intercom took much longer than it should have. Eventually, he pulled around to get his food. It was now my turn.  I waited for the person to welcome me and ask what I wanted. It never happened. I then pulled around to the drive-through window. The emplo...