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Sonic and Ketchup Packets
By DanB | March 6, 2007
I am constantly fascinated by the lack of thought given to customer service. Tonight I went to the local Sonic Drive-In to pick up hamburgers for our dinner. The order was 12 hamburgers with everything on them.
The order arrived and I requested ketchup to go with the hamburgers - she handed me four packets, for 12 hamburgers. After asking for a bit more ketchup and was told “I can only give you so much.” I explained I had 12 hamburgers and was told “I’ll see what I can do.” She brought back a small handful of ketchup packets.
Sonic includes peppermints with your order. My order of 12 hamburgers included five peppermints. Keep in mind I was driving a 15 passenger van with eight passengers. There was quite the commotion over the five mints!
Enough fussing. My point is simple. Why come across as stingy toward your customers? I realize a few extra ketchup packets included with each order add up. You should train employees to be reasonable when handing items like this out. You should also train them to be aware of their customer and their specific needs. That is all I ask.
Someone asked why I find myself fascinated with situations like this and not frustrated. On the one hand it is an opportunity to observe service in action. On the other hand it gives me an opportunity to practice certain communication skills.
Always look for ways to turn frustration into fascination.
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2 Responses to “Sonic and Ketchup Packets”
Comments
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March 29th, 2007 at 2:34 pm
“On the one hand it is an opportunity to observe service in action.” Service? I think you meant “non-service” of “lack of service”. My suggestion is, ask for the manager. Tell him/her the problem. It is possible (although it should never happen) that he/she forgot to order in the ketchup. The solution is simple. Just let them know that you are their customer, not to hear tales of woe, but to enjoy eating the way you prefer. I, personally, have never had a problem with Sonic, but you and I don’t live in the same area. Good luck on your next adventure.
July 16th, 2008 at 6:06 am
The local Taco Bell is exactly the same way. We order 12 tacos and get two to four packets of taco sauce even though we have begun to order the sauce lest they forget to include it again. My son went into the establishment and asked if they were having financial trouble. When told “No, why do you ask?” he replied “Because the price of the taco sauce must make it too expensive to include with a taco.”
But the local McDonald’s lost my business when I was charged an extra quarter for an extra salad dressing. For the price of the salad I should get a bottle of the stuff, instead they hand me a packet that holds about a tablespoon which isn’t enough to cover the top layer of leaves much less anything else!