Five Guys-Act of kindness

Has anyone put yes and put something in this? I never do because nothing is usually exceptional in my opinion but I was just wondering if maybe I am being a little to harsh?

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I think it's a place for really extraordinary service. I've never had anything to report, but I think they are just giving you a place to say something if you want.

Time to build a bigger bridge.

I have not for 5 Guys, but did for another FF shop. There was a elderly man who was coughing and coughing, almost to the point of choking. Two employees came to check on him and see if he needed help or for them to call an ambulance. He declined help. One employee made sure that he had a glass of water and was kind enough to stay in sight to make sure he was okay.

Depending on the store and its policies, being mentioned in a favorable light in a shop gives the employee a bonus of some sort. I know with the Blue Hedgehog shops (in my neck of the woods), if your name is mentioned and the score is 100%, they get a $20 bonus. With a local copy shop, if your name is mentioned, you get an extra day of vacation.

Personally, I enter something in there. "Extraordinary Service" is so subjective to each person's opinion. Put someone's name there and say they did something nice (if they did something nice). Don't be that person that won't give all fives unless the employee bends over backwards and moves heaven and earth to get you a hamburger.

I'd consider anything beyond what's expected of them to considered expected / acceptable service. Unfortunately, the guidelines aren't explicitly clear on what Five Guys expects on their employees other than:

-Cashier greeting, upselling, accurately taking your order, etc.
-Crew members keeping a clean kitchen, wearing gloves shaking their fries, etc.
-Crew members maintaining the dining area and stocking the drink and condiment station.

Basically the simple things you'd expect from a fast food / fast casual restaurant.

What about table visits from the employees asking customers how their meals are going?
What about employees going out of their way automatically for customers that need a high-chair for their children?

Things like this I'd consider going beyond what's expected for a restaurant like this.

Very infrequently shopping the Greater Denver Area, Colorado Springs and in-between in Colorado these days.

I have mentioned one where the manager herself went to my table while I was struggling to gather the
empty food wrappers and containers and said, "Let me get them for you." Then she stopped me from wiping the table and wiped it herself. She did not have to do it. But she did. And I thought that was an extra act of kindness.

Another time was when a crew member came to me as soon as I sat down to wait for my order and asked if she could get me some peanuts or ketchup. And she offered that service to other patrons as well.

But the last experience I had was when my debit card was declined and I was short by 59 cents in cash. I told him it was impossible that I did not have money in the bank. He processed it and told me that I could pay them the 59 cents when I went back. While in the restaurant, I discovered that their machine was defective but I did pay them the next time I was there and they told me that their register problem was solved. But I decided to never use any card with Five Guys.

It was an act of kindness that he applied his customer service acumen to make the situation less embarrassing as he probably was somehow aware that they had some problems with their machine.

The only time I saw someone go "beyond" was at a 5 Guys shop. A Mother with about 4 kids was having a really hard time getting everyone settled - they were very small children- and one of the associates came out from behind the counter to help. He was getting them napkins and catsup while helping the Mom with her charges. It really was someone going out of their way to help a customer and I gave him a great review. Just remember to put in the facts of what you observed and not some subjective comment like "he was great".

With many shops we do, the employees are there just long enough to find somewhere else they think is better to work. Many do well just to do what is expected of them, nothing more.

When I do find something above and beyond expectations, or even what is expected has been done exceptionally well, I will comment on it.

I was taught that no matter what job you were doing, do it the very best of your ability and then some.

I saw a kid, about four or five, drop his hot dog on the floor. He was there with his mother, and were sitting at one table, then she wanted to move to one of the hightops. He struggled trying to get up in his seat holding his hot dog, and dropped it. She reamed him out and even cursed at him. Kid started crying and was trying to wipe the mustard off the floor with napkins.

An employee came from behind the counter to clean it up, and talked to the kid the entire time...saying it wasn't a big deal, that big kids do it too, and you know who does it the most? Grownups!

Then he invited the kid to the counter to watch him make a new hot dog for him.

The odious mother just sat there the entire time stuffing fries in her face.

I wrote the whole thing in my report, and as I didn't have the employee's name, included a very specific description. I hope he was recognized for it.

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Plan the work. Work the plan.

..and I hope the mother stops being so abusive! That's terrible.

I found a lost child in Walmart before the family had had a chance to report it. The boy was about three. When the family found him, his mother and grandmother fussed at him in a harsh way for getting lost. They said he was going to get a spanking when he got home. So, the child was upset about not finding his family, upset that he knew he was going to be blamed, happy when he saw his family, then upset over their reaction. If he was mine, I would have hugged him, comforted him, and perhaps told him that he needs to stop running off. They told him that they had instructed him not to run off. (Why is it every time I find a lost child, the parents never thank me?) I was ready to tell the mother and grandmother that he didn't run off but turned around and they were gone, but I held my tongue. After they left, I discovered that the Walmart employee who witnessed it was just as upset as I was. Wouldn't we have been a pair jumping on the family in defense of the toddler? I'm sure he would remember that when he is grown.

Never have had anything to report Yes to on 5G.

I think that thing not related to the actual job would be the exceptional part, to me cleaning a table is part of the job, but helping a man who was choking is exceptional.

I was at a 5 guys and saw as associate run across the room like his pants were on fire to help a gentleman in a wheelchair enter the building. Apparently the man didn't know to push to automated door button and had the door close on his chair, wedging him in the doorway. I gave the best description I could but noted the exact time it occurred so they can always check the tapes since it was hard to miss.

I haven't seen them available in a long time but I did them a lot so maybe that's why.
YES. I've put that in more than a few times. Not often, but a few times.

Absolutely. I always comment on table visits, especially when they speak kindly to seated guests and offer to remove trash. Or, when a manager or other crew member calls out a number and gets no response, then go out into the dining room to find the customer and deliver their food. That is above and beyond what is expected of a normal fast food employee in my opinion.

Tarantado Wrote:
-------------------------------------------------------

>
> Basically the simple things you'd expect from a
> fast food / fast casual restaurant.
>
> What about table visits from the employees asking
> customers how their meals are going?
> What about employees going out of their way
> automatically for customers that need a high-chair
> for their children?
>
> Things like this I'd consider going beyond what's
> expected for a restaurant like this.

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