My complaint:
Just before 7 pm, on the 13th of July, 2021, my family and I arrived at the Whataburger located in Palmhurst, Texas. We had intended to dine in. There was a couple already ordering at the register upon our arrival. The clerk seemed to be having some trouble with the order. At one point, what appeared to be a manager approached the clerk, briefly assisted him, then quickly rushed back into hiding. As we waited, a long line started to form behind us. After about 20 MINUTES, we decided that it was not worth the wait. As we attempted to leave, we noticed that line behind us had extended through the front doors.
Employees are a reflection of their manager, and a manager is the face of a corporation. There are several issues here that greatly disappointed me and reveal to me just how horribly run your business is. When the manager realized that the employee was struggling at the register, he should have taken care of that customer. Once the manager saw that the transaction was taking an extended amount of time, he should have stepped in. When the line of customers extended to the door, a second register should have been opened. Instead, the manager stayed hidden and other employees clocked out and left. At this point, I will not be returning to this, nor any other Whataburger location for the foreseeable future. I 100% blame whatever corporate model was used to train this incompetent manager.
Suggested solution:
Fire the manager currently on shift, and reprimand the person who placed him in charge. Whomever you replace this manager with, properly train them. Teach them the true value of customer service. A manager should know how to correct a situation when an employee is having difficulty. A manager should teach hisher subordinates how to deal with a possible situation that may arise. The manager show be supervising all activities and not hiding.
