Effort and Attentiveness

I was in the airport the other day, had a little time and needed a bite to eat. There’s a pizza place, looked pretty good so I go over. It goes downhill fast from there, and what happened was just further proof just how far the decline in service and awareness at many places has fallen.

I walk up to the counter, no one there. About a minute later, a guy comes up, has this look on his face and tells me “I’m just a technician working in the back, I can’t run the register, but I can get you a pizza, and you just pay later”. Weird, that I’m being served by the HVAC guy or that he even suggests serving me. I look over there’s only one pepperoni on the rack, it’s got some burnt edges on it, so I pass. “I’ll just wait on the server”…

Tech proceeds to inform me that he’s in the restroom, and it’s probably going to be about 10 minutes. My imagination has now begun to run wild, my gut tells me to go elsewhere, but not me, I’m gonna see this through. I tell the tech, hell I’ll just eat the burnt one, so he puts it in the oven for a minute to heat it up, or to punish the poor burnt pizza just a bit more and delivers it to me. He even tries to take a knife and cut some of the black edges off, I tell him I’m good, just hand it over. No problem he says, just pay later.

Now I’m sitting down, eating my charred pie, when out comes the real pizza guy. Big dude, dressed in all black, with hair that looks like he was caught in a scene from Twister. My first thought was about a potential lack of hygiene. Second thought was about the 10-minute sabbatical in the back and if it was needed, or just him sitting there watching reels on Instagram.? ?But if you know me, when I’m ready to eat, I just keep going. He notices I already have a pizza, seems a bit puzzled, but I say the other guy got me, I just need a coke and to pay him. He asked if it is for here or to go, I think that’s a scripted question, since I was already sitting down and eating right in front of him. Here, just a coke, so he grabs my plastic cup, fills it with ice and soda, grabs the top of the cup with his large restroom fingers, and passes it across. Anyone else, including each of you, says nope, starts over, or is at the chicken place across the way. Me, I’m all in, already thinking about how many mistakes are happening here, and unfortunately not even considering whether or not this guy in his Jelly Roll starter kit even washed his hands after being in the bathroom for more than the 10 minute allotment. Pizza was great, I used a straw for the first time in years, paid and tipped the dude, and just moved on.?

This kind of stuff really shouldn’t be acceptable, but I’m betting it happens there all the time. Never saw a Manager, who knows how well this guy or others are being trained, supervised, led. Betting it happens elsewhere too. But I certainly hope it doesn’t happen at any of our operations. Bad communication, other than the clear direction to the tech that there would be a 10 minute blackout in service... too much information from the tech…obviously not enough staff to compensate for a bathroom break. Sanitation, doubtful. Perfect food prep and presentation, nope. The tech tried to make it right with the knife, but no gloves, etc... wrong. And the coke. My wife watches servers like a hawk. Her #1 focus is always on how a server or bartender delivers a glass. Hold it on the sides, never at the top where your mouth comes in contact with your previously uses restroom hands... do that and she sends it back. Embarrassing at times, but also fun to watch.

Not everything is great all the time, but the effort has to be there. Whatever you do, don’t do it like this place. Present yourself well, be attentive and aware of your customers, your surroundings, etc. And never let the HVAC guy take your order…

Go Get em!

Dale Folmar