A few weeks ago I went out with two colleagues (B.T. & S.W.) for a quick lunch and we ended up going to a top 3 QSR brand. It was a little later than normal so the lines inside were little to none. After I ordered my meal, I was standing to the right of the register and listening to a conversation from the manager to another employee that went like this:
- I asked you to clean up that area - what are you doing?
- Why aren’t you listening to me?
- When I tell you to do something you need to do it!
The discussion – oops wrong word, I meant the berating – was one sided and in front of customers. I was so surprised and had never experienced anything like this in a top quick-serve restaurant before and was a little taken back when I heard and saw what was happening.
When I go to the table to join my colleagues, I discussed the situation and mentioned that I almost said something to the manager which would have gone something like this – “Excuse me, have you been a manager for more than 10 minutes? There is a time and a place to discuss, hopefully train and mentor an employee, but to talk like that in front of customers makes little to no sense.”
- What would you have done?
- Should I have said something?
- Have you been in a similar situation?
I look forward to your thoughts.
Naomi Lenoci says:
This brought back a memory that happened about 10 years ago. A “manager” was berating an employee and I walked up and surprised the “manager” and asked for the owner of the company. I was given the name and he asked me why I needed it – had I gotten bad service as well. I said no, but how you treat employees makes me frustrated. I would come back one more time to the restaurant but if things had not changed I would never come back to this particular one – and I sent a note to the owner. I not only received a gift certificate to try the restaurant again, but a note of apology. I went back and the “manager” of that day had been let go and the employee was now in charge of another area and thriving at the opportunity. Yes, it was only a high school student, but I hope it left an impression that you work hard, you will succeed!
FFS says:
Hi Merrill,
Sorry to say, that happens at the place I currently work. The issue is that when customers over hearing the ordeal, ask me what that was all about, I have to make up some story about money, pressure etc., to belay the customers fear that this not a good place to come. After all my pay check depends on that customer and the entire team provides excellent service and product.
I would approach such a manager, though I can’t approach mine, which is really sad.
Carter Cathey says:
I went to a La Madeleine a few years ago and the young woman at the register was clearly Hispanic, the customer in front of me addressed her in Spanish, and the young woman at the register responded happily in Spanish. The entire exchange was 30 seconds and the customer left happy. As soon as that customer walked away, the manager came over IN FRONT OF ME AND SEVERAL OTHER CUSTOMERS and berated the girl for speaking Spanish because it diminished the “French” theme of the chain. It was very quick and then he walked away. I was stunned because she just responded in the language to which she was spoken. I saw nothing at all wrong with this. In fact, I would say it was the APPROPRIATE way to respond. I wish I had acted faster, but I was so shocked. I should have asked the manager a question using my High School French and then been irate when he couldn’t respond.
Beverly says:
This is very interesting, as we’re in the process of launching a QSR franchise in Northern VA in a couple of months (Freddy’s Frozen Custard & Steakburgers). A significant differentiating factor for us is hospitality, and corporate encourages good management of employees–happy employees can create happy customers. I will say whether or not the berated employee really was incompetent, there’s no reason to address it in front of customers. Then again, everyone has not had the benefit of good HR/human being practices, so they will resort to raw behavior that addresses the immediate situation, but not long term development. I’m going to share this with my operator–a good reminder.
Will Morris says:
I think the behavior is inexcusable and would have tried to have said something to the manager “in private” by calling them aside or asking to visit in their office. I would have also said something to the employee, like “I’m sorry, you didn’t deserve that” in order to help negate the experience they just had. The employee could have been out of line, but nobody deserves a public flogging.
After talking to the manager, I would ask him if it would be “necessary” for me to contact his supervisor or other interested party. In a QSR, their pictures are usually on the wall with their names. If the manager responded favorably, I would leave it to him to resolve. If he or she continued to be a jerk, I would have been on a mission.
Just a thought.
Deborah Stoughton says:
One day the co-owner of my dads sandwich shop came in (he only visited about once or twice a year if that) and berated an employee up by the cash register with customers standing in line. After the rush was over I pulled him aside and told him he should have pulled the employee into the office and spoken to him there NOT in front of the customers. And this is someone who has been in the restaurant industry for years and years so he should have known better. Needless to say neither one of us got along after that.