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Empty Hands & Dirty Plates

May 15, 2009 Keith Coats The Quick and the Dead - case studies No Comments

Wimpy logoThe dirty plate gets pushed to the edge of the table, begging to be cleared. Staff person after staff person walk past, the plate remains. The ‘invisible’ plate becomes a case study in restaurant efficiency…the tension mounts. Eventually, unable to take it any longer the next staff member who scurries past is intercepted and asked to clear the plate. “OK, I will get someone to come and get it” is the immediate response before she too hurries off empty handed on some important mission.

All this is a near empty Wimpy. Clearly the old wisdom of “it’s not my job” is still king in this domain and they wonder how to improve customer service / experience.

Want a contrast? Visit Oscars in Old Main Road, Hillcrest, KZN. Case closed.

  

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