unless i was born yesterday, i do believe that the concept of a fastfood restaurant is self-explanatory: to have food readily available at the customer's whim due to reasons of time constraint and sheer hunger, and not having to wait for ages for food to be served (take note though, five minutes would count as "ages"). absolutely no excuses. at least when chowking changed their marketing strategy to "your food is prepeard-slash-cooked the minute you order it," they made it known that you won't be getting the food right there and then. i should know better, having worked for mcdonald's for two and a half years, the concept of customer satisfaction first comes to mind.
allow me to vent out a frustration i had yesterday when i ordered food through a jollibee branch near our place. yes, the same branch where mcdonald's first stood until it transferred to the nearby mall and thus became it's arch rival; and yes, it was where i worked. moving on, i was on my way home from work and passing by the same route i traverse everyday, i originally thought of eating at kfc. though i am not that hungry, i just thought that it has been a while (a month actually) since i had a taste of that finger-lickin' good chicken. so since there was a kfc branch near the shell gas station entering into valley 1, i nearly made up my mind of stopping there to eat. only thing was, there were limited parking spaces so i thought to myself, "if parking will be full, i'd pass on lunch and head home, since i'm not that hungry anyways." and indeed, parking was full. so i headed on and suddenly got the thought of passing by that jollibee branch. it was a kilometer and a half more past home, but hey, compared to mcdonald's at the mall which was three kilometers further, i'd settle for what's nearer.
now just for the record, there are only two things that i eat at jollibee: their champ burger and their chickenjoy. absolutely nothing else. since at that time, i was not in the mood for rice meals, it's obvious what i would order. so i pressed on for that kilometer and a half towards that jollibee branch and used their drive-thru lane. i was greeted by the usual pleasantries and the young lady then asked what i wanted. "one champ value meal, please" came my quick reply. to which the lady said, "just a moment sir, let me check if we have one available." now i have done this several times before and when i order what i just did, it always, and i mean always, come up with a statement from the lady at the counter saying, "sir, are you willing to wait for 10 minutes for that champ burger?" as expected, i got that same reply. like what? 10 freaking minutes? i could go into that store and cook myself that burger for half the time and even manage to unload an earful to that store's manager for not having what i wanted available!! i mean for christ's sakes, it's their restaurant's high-end burger, and none is ready to be served?! and don't give me that "risk of loss" crap for food-prepared-but-not-served-thus-eventually-going-to-waste rule. that's not the way to do business and how customer satisfaction is achieved! i was in the same line of work five years ago you a**holes and it was always a rule that it's better to have something available and have it written up as a loss if not served than deemed a sale with a customer's complaint on the side. jesus freaking christ!! 10 minutes for a burger?! at a self-proclaimed number one fastfood chain in the country?! kiss my mcdonald's eating a** now, would you?!
granted, i may be biased, but hey, i began my entry with the concept of fastfood restaurants, people. that applies to all fastfood restaurants. from burger king to carl's jr., mcdonald's or pitiful jollibee. fortunately, i wasn't starving at that time or i would've kicked the crap out of everyone working there. i agreed, for the last time, to wait for that burger. as expected, it took more than 10 minutes. in frustration, as the lady on the serving window handed my burger, i snatched it right out of her hands and gave her the dirtiest look and sped off. i thought of speaking to a manager, but i know i'll just be brushed off at the end after being apologized and thanking me for waiting, yada, yada, yada. i'm telling you, that's the last time i'll ever wait 10 minutes for a burger–in any fastfood restaurant. it's a long shot that someone who works at that store will be reading this, but hey, better complain here that kicking the holy hell out of the manager(s) there, right?
no wonder jollibee is for the masses. they can make 'em wait without no complaints… how low can a company go…
