I regret having occasion to write to you today, but having been in management before I know I would want to know if a training opportunity such as the one Iâm about to describe arose for my staff. I hope you will take advantage of it.
This morning I went to the Cargo CafĂ© to purchase two breakfast sandwiches, tater tots, and juice for myself and a co-worker. I wrote down the breakfast sandwich order and provided it to the cook; âBiscuit Sand Saus/Egg + Cheese âŠ. + Turkey sausage, egg white, cheese, spinach.â I explained I wanted two breakfast sandwiches and an order of tots. There were people who had already ordered and I knew it would take a moment so I sat down at a table to wait. This was at 8:25 a.m.
My receipt is timestamped 8:40 a.m. It took over 30 minutes to recieve my order. I receive 30 minutes for a meal break during my 8 hour shift.
In addition, the order was wrong. I received my coworkerâs biscuit sandwich as ordered, but my turkey sausage sandwich was pork sausage, a whole egg (not whites) and cheese, no spinach.
By this time I was starving and late, so I took the sandwich.
During check out, the cashier and the cook could not seem to understand that I wanted both sandwiches I had ordered. I had to have them find the paper Iâd written the order on, point out there were two sandwiches on it (they agreed there were two sandwiches ordered), point to the one sandwich on the tray, and ask repeatedly for the second sandwich. I had to look for it from the Guest side of the counter, find it (it was sitting, wrapped and ready, in front of the staff I was talking to), and gesture while asking repeatedly for them to give me the rest of my order, until they finally did.
I was charged for three sandwiches, one with an extra meat charge. I had to show them two sandwiches (which they had just discussed, seen, and handed to me), the tots, and the juice before the cashier removed the charge for one sandwich. I pointed out the extra meat charge, and was told there was extra meat on the non-biscuit sandwich. When I pointed out I had not ordered extra meat (and showed them the written order), they removed the charge. All told, it was almost a $4 overcharge that needed to be corrected.
Edgar, this is not the first time Iâve had issues like this at the Sodexo cafeteria at WDW but this was certainly the worst time. The people who come to your cafĂ© have limited time and are hungry. They need fast, efficient service focused on their needs, not a conversation with coworkers or a lack of interest because theyâll get paid no matter who eats or doesnât.
I understand Sodexo is not Disney, and your staff do not receive the same training or live in the same corporate culture. I donât expect âMagicâ when I visit a cafĂ© here. I want to order, receive the order promptly, and pay the correct amount. Iâm sure your staff want to supply those needs; I hope you will see this as a training opportunity that you will address immediately.
My experience today does not meet even the lowest standards of customer service. I hope, if circumstances require me to return, I will find a solid change in attitude and performance. Please understand, however, if I do not return at all.