5 Guys Requirments.

April 04, 2012 07:15PM

Has anyone seen the new 5 Guys requirements. They want you to stand at the counter until you receive your food. I feel like I have a sign on my back saying I'm a mystery shopper. What do you all think about the new requirement? There is certainly nothing inconspicuous about it.

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April 04, 2012 08:11PM

I haven't seen it but I have seen in the restaurants folks standing around the pick up area waiting for their meal. I have even done so myself as it makes it very easy to look bored while checking out the floor, the shake, the press etc.

April 04, 2012 08:22PM

There are quite a few shops out there that are unnatural for a regular customer to be doing the things they want you to do. Banks shops are usually the worst offenders.

A scheduler wanted me to help with a shop at an office supply store. They wanted to wait up to 15 minutes in the aisle of a particular item, if no one comes over, find someone and ask for a certain item. See how long it takes them to find it. Meanwhile it's an item that you would have to be blind as a customer not to see. The purpose was to see if they told you to get the store brand over the brand name.

= + = + = + = + = + = + = + = + = + = + = +
There are no stupid questions, but there are a lot of inquisitive idiots
==--==--==--==--==--==--==--==--==--==
When you try to please everybody, you end up pleasing nobody

April 04, 2012 08:32PM

I would be waiting around eight minutes.. It sounds a little extreme to me.. Just my opinion.

@ techman01.. that one is VERY extreme.

April 04, 2012 08:37PM

Wow. 15 minutes? You're lucky they didn't think you were casing the store to figure out how to shop lift expensive but easy to hide merchandise.

April 04, 2012 10:43PM

I usually wait anyway since I was looking at the floor, someone in a gray shirt, behavior etc. I usually grab some peanuts and wait.

Evaluating and mailing packages since 1994. I am an undercover connoisseur of customer service, a master of disguise in the aisles, and a sworn enemy of subpar experiences. I blend in, observe, and report—because excellence should never be a mystery.

April 04, 2012 11:40PM

Flash Wrote:
-------------------------------------------------------
> I haven't seen it but I have seen in the
> restaurants folks standing around the pick up area
> waiting for their meal. I have even done so
> myself as it makes it very easy to look bored
> while checking out the floor, the shake, the press
> etc.

I agree that I've seen regular customers waiting near the counter for their orders. You don't have to stand right at the counter, but somewhere near it is fine. I think the point is that they want you to be able to see what's happening in the kitchen and also time correctly.

April 05, 2012 01:50AM

I haven't seen the new requirement either, but I haven't taken any of those shops in a while.

I usually take the whole family in for that shop. It's one of the few shops that I basically use like a coupon. I think I'd feel strange waiting at the counter while my family is seated.

April 05, 2012 02:33AM

I haven't shopped Five Guys in a few months, nor have I seen the new requirement to wait at the counter. A bit uncomfortable, if there's no wiggle room. Often, I've waited at the counter, after filling catsup cups and 'setting' my table. I observe, and act like I'm enjoying the show, which is easy to do when they're busy. It would be a stretch and a shopper could be uncomfortably conspicuous waiting at the counter each and every time, especially when they're not busy.

April 05, 2012 02:34AM

I mean if thats what they want but it just reaks of Awkwardness.

Edited 1 time(s). Last edit at 04/05/2012 02:52AM by audrialyn30.

April 05, 2012 02:54AM

By the time you fill your drink while staying close to pickup, get your ketchup, stand around looking bored and observing, your meal should be ready to go, so really very little awkwardness.

I suspect the new requirement is due to shoppers getting involved in other things, not hearing their number called and making a guess as to how long delivery took that was too long and brought about a review of the videos. Just about any time there is a change to instructions we are all getting penalized for the actions of some and it is really unpleasant.

April 05, 2012 03:09AM

Flash Wrote:
-------------------------------------------------------
> By the time you fill your drink while staying
> close to pickup, get your ketchup, stand around
> looking bored and observing, your meal should be
> ready to go, so really very little awkwardness.
>
> I suspect the new requirement is due to shoppers
> getting involved in other things, not hearing
> their number called and making a guess as to how
> long delivery took that was too long and brought
> about a review of the videos. Just about any time
> there is a change to instructions we are all
> getting penalized for the actions of some and it
> is really unpleasant.

They dont allow you to go anywhere. You have to stand at the counter the entire time. They dont want you to get your drinks, napkins, restroom etc.. until you get your food. The awkward part is standing at the counter for 8 minutes.I have never seen anyone standing at the counter for their food for 8 minutes. Its just plain weird. Especially at the locations where they hand you a pager. Awkward!!!!

April 05, 2012 03:14AM

Just pretend you are playing around with your cell phone, crackberry, etc.
These devices are very good for ms charades like the above.

And can go buy veggie burgers?????

Edited 1 time(s). Last edit at 04/05/2012 03:16AM by Arch Stanton.

April 05, 2012 03:17AM

Ok I will say that the people in the 5 Guys near me can all be shoppers because generally everyone is hanging around the counter waiting. Even when a family comes in and sits it seems like one person fills drinks while the other hangs out by the counter waiting.

Liz

April 05, 2012 03:29AM

I do these shops all the time. I was wondering why people stopped picking them up. You don't need to stand at the counter to see what they are doing. Good to know about. Will check that before I pick up anymore.

April 05, 2012 10:07AM

They want you faced and focused on the grill.

They do NOT want you getting your drink, ketchup, salt, napkins, or anything else, because they basically want you to order and observe at the grill area to see how everything is done.

I DO notice normal customers staring at the cooks and grill... SO I don't feel so out of place with that...

You don't have to stand exactly at the front counter but you need the best view by getting as close to the counter as possible.

April 05, 2012 10:20AM

I've done two of these since they changed the guidelines, at two different locations, one lunch, one dinner. In both it was possible to take a table directly in front of the counter and wait, rather than stand there getting in the way.

At the most recent I sat directly in front of the counter and watched the MOD in her light grey shirt put seven different toppings I had not ordered on my burger. I bet there's at least one person wishing I had been filling my drink instead.

D'Agosto

"What does it mean? You ask. I answer not/For meaning, but myself must echo, What?/And tell it as I saw it, on the spot."

April 05, 2012 12:43PM

SunnyDays2 Wrote:
-------------------------------------------------------
> They want you faced and focused on the grill.
>
> They do NOT want you getting your drink, ketchup,
> salt, napkins, or anything else, because they
> basically want you to order and observe at the
> grill area to see how everything is done.
>
> I DO notice normal customers staring at the cooks
> and grill... SO I don't feel so out of place with
> that...
>
> You don't have to stand exactly at the front
> counter but you need the best view by getting as

The irony is that at my local five guys the grill is sheilded. I would have to stand at the front near the cash register to see the grill. I can not see the grill at the pick- up area, where they want you to stand.

April 05, 2012 01:15PM

To me, this isn't doesn't read like a new requirement, but perhaps the guidelines have been updated to stress this. At least in the ones that I've shopped, there's no way to see the grill unless you're standing by it. I don't find it unnatural at all, actually. As another poster wrote, I pretend I'm texting or looking at email.

April 05, 2012 01:52PM

Yeah, I saw that requirement on the last one I did - I did not see it on the ones I did before.

It is akward for me. The one I go to, you could touch the drink fountain from where you stand waiting to pick up you order. I think this requirement makes it kind of obvious.

The last time I went, someone was stocking the lids by the drink area and saw me standing waiting with my empty cup and said, "Am I in your way?".

April 05, 2012 03:09PM

Timing can be done anywhere. I try to watch from the pick up counter and look to see the burgers and the bread. From the pickup counter you can watch the fries being shake and shaked.

I remember the question on the last form asking " where did I stand?" I informed them I stood in front of the pick up station in a line with other customers. Luckily for me I was not alone. Sometime I bring a shopping bag to put the cup in, so I won't look obvious not getting a soda right then.

The question I don't like is the question about--->"did you observe any employee going above and beyond ....."? NO

April 05, 2012 03:13PM

sojo917 Wrote:
-------------------------------------------------------

> The question I don't like is the question
> about--->"did you observe any employee going above
> and beyond ....."? NO

And that should probably always be "No" to protect the shopper. If crew is being too helpful or too friendly, especially to you, it is likely they suspect you are a shopper. To report an act of kindness could readily confirm their suspicion.

April 05, 2012 03:25PM

Flash Wrote:
-------------------------------------------------------
> And that should probably always be "No" to protect
> the shopper. If crew is being too helpful or too
> friendly, especially to you, it is likely they
> suspect you are a shopper. To report an act of
> kindness could readily confirm their suspicion.

Really? I once saw an employee run to open the door for an elderly person (walking with the help of a walker) who was approaching the door. Then they took her order, had her sit down and brought the order to her. I put that in my report as a "going above and beyond".

Should I not be reporting stuff like that? I am newer to this, so I would appreciate the feedback/opinions.

April 05, 2012 03:27PM

I've never shopped 5 guys, but as a frequent visitor of the place, I've found it odd to see customers just hang out at the counter until their orders were ready. It backs up the line and casues confusion and congestion. Sit down. Have some peanuts. Keep a watchful eye over the counter and generally you can tell when your order is ready and prepare yourself to get up accordingly.

Some of the rules are baffling to me.

April 05, 2012 03:48PM

SPAZTCK: report what you see.

I have not seen it. The guidelines makes one feel that the staff is supposed to be doing " over and beyond". And they want to know if "we " saw it.

I just have not seen it yet. Even when the time was I thought I had been outed b/c every staff focused there attention on me. I played the "embarrassed customer" part. And wrote in my report as such. So sometimes they have spotted the shopper....

and SHOPPPINGINTHEBURBS: sometimes that line can get confusing but you do what you have to do. Sometimes it is a line for pickups and sometime it is the line for the "New" soda machines. as long as I continue to get paid ---> I will leave the baffling to you. :-)

April 05, 2012 11:01PM

spaztck Wrote:
-------------------------------------------------------
> Flash Wrote:
> --------------------------------------------------
> -----
> > And that should probably always be "No" to
> protect
> > the shopper. If crew is being too helpful or
> too
> > friendly, especially to you, it is likely they
> > suspect you are a shopper. To report an act of
> > kindness could readily confirm their suspicion.
>
> Really? I once saw an employee run to open the
> door for an elderly person (walking with the help
> of a walker) who was approaching the door. Then
> they took her order, had her sit down and brought
> the order to her. I put that in my report as a
> "going above and beyond".
>
> Should I not be reporting stuff like that? I am
> newer to this, so I would appreciate the
> feedback/opinions.

In this particular instance, they provide an opportunity to comment on things like this....

Re: timing, sure, that can be done from anywhere, but at least at the locations I've shopped, there's no way I could comment on the other requirements without standing around the counter.

April 06, 2012 12:55AM

I don't think standing, or hanging, around the counter is an issue in my area. The Five Guys locations have single chairs in front of the counter where people can sit and wait.

Sincerely,
H.A.R.D. at work

April 06, 2012 02:41AM

I have seen a manager go above and beyond. This was happening as I approached so as not to think they were trying to impress a possible shopper:

I saw a manager take a trash bag and walk the entire property exterior, picking up trash, by hand, then he came over to the windows/doors and started windexing them all.

It's just something I have not ever seen at least done by a manager. It make me feel like he cared about the property...

Now granted, maybe he was going to have some kind of inspection but I admired how much pride he had in his restaurant..

April 06, 2012 03:46AM

I've always stood by the counter. You are supposed to observe the cooking process. Besides, its a willy wonka like thing on display for people to see specifically, hang out there, it is normal, except maybe way after the rush around 8pm and later.

I mean, you don't have to be anal about it either. Just stand there most of the time, fill your drink, make cups of ketchup, eat peanuts, fill your drink again, look at your watch.

April 06, 2012 05:41AM

Re: going above and beyond

Does flirting count?

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