Any new place of business - and this is particularly evident in
retail - takes time to get up running like a well-oiled machine.
This goes for big-name franchises in the fast food business in
particular. The new
Duncan
Dunkin' donuts on 14th & L in Washington, D.C.
has earned the "distinction" of not being an exception to
this rule.
How do I know? I found out firsthand the other morning.
I thought it would be a good idea to get a ham, egg and cheese on
an english muffin with hash browns. Here's how it went:
Me: Uh, yeah, may I have a ham, egg and cheese
breakfast sandwich with...
Cashier: I'm sorry, sir. We're out of english
muffins. We have croissants, bagels, white toast...
Me: White toast will be fine. AND, may I also
get the six-piece hash...
Cashier: I'm sorry, sir. We only have the
nine-piece.
Me: That'll be fine. Wait... You have
enough of these to sell nine at a time, but you can't give me six of
them?
Cashier: Yeah, we only have the nine-piece
Me: That'll work, then.
-----------------------------
And the wait was a little too long. There's ONE guy
who handles the breakfast sandwich and hash brown orders, and let's
just say he is not in anything resembling a hurry. For a
managerially-attired person creeping along, amid a sea of scrambling
subordinate
Duncan Dunkin' Donut-ites, this is a
problem. Especially if you care at all about the principle of
Leading By Example. Most of the other employees we're getting
in each other's way right around the battery of coffee-making
equipment on the other side. I was waiting to see a
coffee-scalding incident as massive as it would be unprecedented.
One employee was counting pennies where customers place their
orders. Pennies were scattered all over the place. Practically
speaking, that isn't a real problem, other than it does contribute to
an overall sense of chaos and disorganization.
Also, the place is really small, so everyone is all bunched up in
the unofficial waiting area, which you have to share with the door
swing arc on one side and the condiment, napkin and garbage station
on the other. The stairs leading back up to the street side is
often lined with waiting patrons, some of whom are blocking the way
in and out.
MAJOR FIRE CODE VIOLATION.
Anyway, I can't see that anything will improve on the
architectural front, so that leaves adequate food supply and
personnel. Improvements in these areas will ensure that we turn
that limp back into a run.