Taco Bell: New Tampa

"You don't even want to think of going in there!  It took us fifteen minutes to get a cup of cheese." 

I nervously smiled at the teenage couple as they walked by and shook their heads with one of those, go ahead, but we warned you looks.  This was my second bad omen in twenty minutes.  The first came when Rosemary gave me her order.  Rosemary's fast food orders wreak terror and havoc upon these establishments.  And my ensuing verbal instruction for these less than normal orders usually elicits a cow-looking-at-a-dollar stare.

Needless to say, when I walked into an empty lobby, I tentatively let out a sigh of relief.  The twelve cars backed up in the drive-thru line however, did eventually prove to be Taco Bell's undoing.

I mention in my About page there would be no negativity or criticism in Rothacker Reviews.  It is my hope that the Taco Bell-type stories I discuss here, be thought of as windows into real life classrooms.  The opportunities to learn from these businesses or people are yours for the taking.

My Taco Bell experience fell last night, on September 1, 2005.  Ironically, this is also the day that Rosa Say begins with the month long theme: Lifelong Learning at Talking Story.  Plan on joining our Ho'ohana Community for an intellectually stimulating month of conversation.

This Taco Bell was unique in that the only thing behind the registers was a block wall with one of those police interrogation-room windows in it.  All food preparation took place around the corner and out of sight.  This would have driven Rosemary nuts.  She watches food prep like a lion watches a wounded bison.  One wrong move and she pounces. 

A loud and vocal uproar began wafting from behind the wall one minute after I had given my order.  Near as I could tell, two managers were expecting eighth grade results from first grade students.  The frustration in one manager's voice was slightly masked by an incredible effort to be tolerant.  He was slowly losing the battle.  In the next five minutes, ten people swarm the lobby and the drive-thru line doesn't appear to be moving.  The pressure is mounting as the other manager sends a round of fire into two lads starting their shift.  "You got name badges? she asks.  Well put em' on!"  Those of us who were waiting exchanged worrisome smiles.  They couldn't really be killing small farm animals on the other side of the wall, could they?

Through the values of Managing With Aloha , here is my take:

Aloha - The outpouring and receiving of the spirit.  Unconditional love. The male manager appeared to be trying.  He was just overwhelmed.  Realistically, there was no Aloha present.

Ho'okipa - Welcome guests with your spirit of Aloha.  In spite of the noise, the girl who was taking drive-thru orders appeared to have a smile on her face, the only one I saw.  Still, I just had the feeling if this crew were better prepared there might have been a little Ho'okipa action going on.

Lokahi - Harmony and unity, the value of teamwork.  None evidenced. 

Ho'ohanohano - To honor the dignity of others.  I was most impacted by the neglect of this honorable value.

In spite of their vocal outbursts, I strongly sensed these two managers were trying to do the right thing and are capable of pulling this team together.  A good start would simply be for them to set clear expectations for their associates.  And then, make sure those associates are trained sufficiently enough to perform up to their expectations. 

After receiving my order, I didn't have the strength or stamina to open up each item to verify Rosemary's have-it-your-way request.  I ended up lucking out and avoided a tongue lashing myself.  They got her order right!

Comments

[Rosa Say]

Your value Dave is not in my book but probably should be!
Ho‘okolohe Ahonui: the patience and understanding of good humor. This post is destined to be a classic.

On another note, Taco Bell is my son's favorite fast food joint: we have been in more TBs both at home and traveling than all the burger joints put together. And IN is the accurate word: this story is so familiar in that I believe they have to figure out the drive-thru thing; it seems to be their Achilles heel everywhere.
Aloha e, Rosa

[Joy Des Jardins]

Dave, I really enjoyed this post....hilarious! I guess we've all been "held hostage" in a fast food drive through line...Taco Bell or otherwise. It's to the point now where if you "happen" to breeze through without an episode of some sort...and your correct order, you are in such a state of disbelief that you're afraid to drive away. Thanks for the laughs Dave. -Joy

[Dave]

That is a really cool value Rosa! I am most touched that you associate it with me.

Hi Joy! Thank you. I usually take a more proactive approach for other FF joints. (I've never driven thru TB's in my life) I've told the order taker I'll give you a dollar more if they get my order correct. Or I've asked them what they think the odds are today of getting my order correct. These approaches work best if you are sincere. If they detect sarcasim God only knows what my happen to your order. Or as with Mickey Dees...Rosemary and Carla order a Big Breakfast, which comes with a hashbrown. They ALWAYS forget the hb. So before I even let them give me the order, I ask them how many hb's they packed.

Someone should write a book on how to obtain the most value OUT of your FF experience.

[Rosa Say]

Maybe you're the someone who should write it Dave! If every chapter was like this post it would be a riot. I can just see it now ... Subway may have Jared, but ___ has Dave! Free comic book excerpts with every adult happy meal... Fast Food Guerilla Marketing at it's best (nutrition additional ...)