I went out out for lunch today with friends. I parked on the street side of the restaurant. This side of the restaurant is not the side with the entrance, but it is not obvious when one parks where the entrance is.
The main entrance is to the left of where I parked. This view is to the right of where I parked. This dumpster area is also visible from the street and more the parking area. This is the area for customers who want close parking want to park.
This restaurant is a chain restaurant. There are two of these eateries in town. The other has a door to hide the trash bin. The door at the second location is always closed and the area clean, unless an employee is dumping trash.
Being a chain, one would think there are certain common standards for the business to follow? Standards do not seem to be present for the dumpster area. Management’s focus and concerns do not appear to include the whole customer experience.
My side view as I stepped out of my vehicle was this messy dumpster area with trash laying on the ground next to the dumpster. Being a curious person, the first thought that came into my mind after seeing the dumpster and the trash laying around it was:
“Does the kitchen look like this too?”
Maybe the kitchen is spotless. I’ll give the restaurant the benefit of doubt. Neglecting the dumpster area however leaves or creates room for doubt. There is little doubt, this restaurant is the poorer performing of the two in town. Losing the potential revenue of repeat customers, and some first time customers with this area view.
This may be an off day, or this may be business as usual. How many diners are willing to gamble on their stomach?If I were not meeting other people for lunch, I would have gone to one of the other twenty or so restaurants within a few miles of this one.
As it is, I will not be back in the near future. What I will do, is share my observation with you the reader. Then I will email the restaurant letting them know the dumpster area did not add to my appetite or dining experience.
Focus in business is a good thing. Focus is minding the bottom line and makes a difference between healthy profit and failure for business. Someone in every business needs to see the business with a wholistic view. See what the customer will see. Hear what the customer may or may not hear. Someone in the business needs to see the business as the competition see the business.
No competitor, and rarely is going to knock on the door and say, “You know your dumpster are looks pretty gross. Why don’t you clean it up and put a gate up so we don’t have to look at it?” Instead, the competition looks in the cash registers and thinks, “I hope the dumpster are over there stays open and trashy. It sure helps our bottom line!” Customers as in my case usually tell others about their experience and rarely tell the business.
When running a business it is not overly difficult or complex to succeed with a good product. Chains are chains because they have a product customers want. Not looking at the business from a customers perspective damages the bottom line. Myopia and business never make good partners.
Followup: Poor management leads to poor decisions. I went to the website to express my concerns on this matter, and the website was a database canned comment collection type web site which did not address my concerns.
The only email was a gift card email address. I sent my email to them with the picture. Not surprisingly I received a reply back that the gift card department can not manage my email, and perhaps I should address my concerns on the web page response system?
Not appreciating this answer I replied, perhaps they could forward my email much faster than I could find a valid email address. Following this, i went online to find the email of the CEO. It seems the company has filed for bankruptcy.
This is a great example of how poor upper management grows poor management, and poor top level decisions lead to poor decisions down the chain. Perhaps when bought out, the chain will make a comeback. Let’s hope so, it has a very good product.