Good Afternoon/Evening,
First, the 1-star is not a reflection of the team as a whole; it is a reflection of some individual team members. I had previously written a tough review about a visit from a month or a month and a half ago. In my review, the main issue, as I perceived it, involved poor training of team members. I have been back since, anywhere from two to three times a week. The product is consistent, and the staff is engaging and friendly. 5 Stars.
In my previous review, I made the wrong assumption that training was the issue creating the results I was experiencing. But, for sure, there are definitely some accountability concerns with the staff I have encountered. The issue seems to be the team members who were trained either never learned or don't care. I learned on this most recent visit that certain team members didn't take advantage of being trained and didn't care to learn the important information that was provided to them, which makes it possible to give the service the guests that you require and the knowledge to give the staff the confidence to be themselves and care for the guests in the way you hired them for. Okay, some limited learning. I've come to see and understand that your staff cares and deserves higher ratings. As a customer, I have to address my concerns.
I returned on Monday for another visit. When I entered, I recognized the team member at the cash register/POS. This team member was the same person who, on my last review, failed to make my smoothie right. ICE.
When I entered and as I walked from the door to where you place your order, the team member was joking around with the other team members, who seemed to be busy at work preparing orders. When I reached the place where you order, I had to stand there for a few more seconds to allow the team member to finish joking around before the team member took my order.
I ordered my usual. I then said my wife thinks most of your drinks are too sweet. Could you recommend a suggestion I could get her to try? The team member turned and looked at the menu board, and then looked at me. The team member then stared at the POS screen for a few seconds. The team member said to me with a blank stare and said to be honest, I don't really know the flavors.
One of the other team members gave a suggestion of a Strawberry Lemon Twist (which is how it is listed on the menu) and commented that it might be a little sour, just so you know. I said great, thank you. I then said that's what I'll have in a 20-ounce. Then the gentleman started and kept saying to me, " Strawberry or Banana?" I didn't understand. It's a Strawberry Lemon-Twist as listed on the menu board. At that point, I clearly had a confused look on my face, as I said, What?" One other team member overheard what was going on and came over. They explained to the team member taking my order that the strawberry lemon twist is the menu item and the banana was an option. The new team member not only apologized but stepped in and finished my order. So they finished my order, and I paid. Great service.
Then came the main issue: the team member who struggled with taking my order (lack of menu knowledge and POS operation) turned out to be the same team member making my smoothie. My concern turned into reality. The team member made the drink the same way as the previous time when I wrote a review. It had no flavor at all; it tasted like ice. The team member kept taking the blender cup off the blender machine and shaking it. Then put it back on, turning it on and off as it sat in the blending machine. All followed by his shaking motion that did nothing because the contents of the cup was thickened ice. This went on for 7, 8, or 9 times. To tell the truth, I lost count. Why did I lose count? Because I could see I was going to end up with a poor product again, like the previous time, and I did. Which goes to show that my last review did not supply or create any change.
Wrapping up, the staff always says something nice as they give you your smoothie. They look you in the eye and smile, and say something genuinely kind to show they appreciate your business. Today was not the case with the preparer of my smoothie. After handing me my drink and having turned and taken 2 to 3 steps away from me, the team member turned their head back slightly, but fully enough to make eye contact, while still in motion, and said, "We appreciate you," half-heartedly. Totally disingenuous. No appreciation, no care, no buy-in, and no tip. I hope you can gain something from this. That is what it is meant for. I worked as a reviewer for Lettuce Entertain You Enterprises. It was our responsibility to be as detailed as possible to help create a better experience for the guest. That is my only goal here: to help. I like your staff and product. But unsure at this point if I'll be back. read more