My complaint:
Last night, my adult son and myself went to the drive-through at approximately 10:50 p.m. I should add that, my son and I were engaged in a discussion that my son felt very passionately about. Partially upset, his engagement with the person on the intercom turned sour. Surprisingly, the cashier (20ish F and very frail-looking) came out to DEMAND that my son move out of the drive-through line. To which, my son demanded to speak to the manager. The manager also came outside and after a brief exchange, the manager offered a resolve. My son refused and we left. I should add that here in Texas City, Texas there are two late night choices. Whataburger and Jack-in-the box. My son doesn’t care for Jack-in-the box so he frequents this location. Very frequent. To the degree that I’d wager that the manager recognized him. My concern is this: with the amount of violence in the news today; why would any late-night drive-through employee approach ANY vehicle in frustration? What kind of training andor caution are your employees directed to de-escalate these types of engagements? It’s frightening to consider how many other engagements have had to involve the police andor have, because of the time of our engagement, been fueled by a bar patron on the way home? Where is your concern for your employees safety? It’s really scary when I think about it.
Suggested solution:
Maybe your employees should issue a stern warning about what isisn't acceptable behavior that would lead to a refusal of service. And, of course, disclose the consequences of intolerable behavior to your customers as a means of de-escalation. I am of the belief that we should all treat one another with mutual consideration. I recommend a review of your policies.
