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Response from the owner
3 months ago
Hey Nathan, let's see if we can turn that Brown into bright shinny yellow w some facts. Fact, Ordering food from anywhere decent on Mothers Day, bang on lunchtime, for a hungry family of 6 & not expecting a wait is like playing on the road & crying when you get hit by a car. Your wife asked where your food was once, your family received their food about 30 seconds later, well under 50mins from ordering. Longest wait time today was 54min. Down from 1hr 22min peaks on every other big calendar day over the last 4 years since my ongoing cancer treatment started. Todays longest wait was a dine in docket & the Family went home w a Mothers Day box that was not picked up as a Thank you gift for their patience. We had one goal for Mothers day. Do not exceed 60min wait times. My team kicked that goal even with an unexpected breakfast rush. My Team were straight up Awesome. They have smiled, pivoted & hustled through our largest 3 days of trade in over 3 years. That chaos you proclaim, is actually a highly efficient team working around each other to get the job done, both for customers who are in store today & for those who visit early next week. Now what your Krunger (Karen Level Hunger) has needed to proclaim as chaotic, is actually an efficient, fast moving team who has been kicking goals since 7.10am on Monday when we starting getting sorted for this weekend. We cancenelled our one day off for the week to plan & be ready. We know what we are doing, almost 9 years of serving the Gluten Free Community, it may of been a school of hard knocks but we listened to our lessons. We also opened early at 8am on Sunday for Mothers Day, in addition to doing deliveries after service Saturday as a way to alleviate some pressure from what is our 2nd busiest lunch service of the year. We advised on socials we would be busy. Those others getting food before you, they had phoned ahead with their orders. As you ordered takeaway, this option was also available to you. As for my RUDENESS. I simply said NO. A slightly more direct NO than my junior team member had already said to your wife, to which she replied “I’ll just get a cup then, make it 2” & points at our coffee cups. This is when I stepped in. Yes I mentioned profit margins, your wife was clearly not accepting NO as a complete answer. So lets break down the maths further. It cost me on average $46.80 a week to provide FREE sauce, mustard, chicken salt & vinegar. That’s down from $112+ a week when we used to offer free sauce cups over at Bellambi. Fact, Tubs of sauce are available on our menu for $2. Very reasonable as I know I pay $3 -$4 a tub of sauce when I eat out. We also let customers know we have free squeeze on Tomato or BBQ sauce if they order these incase they would prefer to save a few bucks. Today alone would have cost me minimum $50 just in free tubs. So how do I cover this? Should I charge every person who orders a burger or chips or a meal an extra .50c? Then those who want no sauce or those who are happy w Free Squeezy sauce can pick up the bill for those who slip into Krunger mode. FREE TO YOU IS NOT FREE TO ME. My team is sorry that you had to wait under 50mins for Great Food that your hungry family of 6 ordered at peak lunch time on one hospitalitys biggest days of the year. I’m not sure how good the food you eat will be next year, or how long the wait will be, but I do know we will continue do do our best, but probably still have similar waits on crazy busy days. I will still be saying NO to people who need to hear it & you will still be not welcome back in our business. My team deserves to be treated better that your family treated them this weekend. We have some super exciting things including a shop renovation happening soon. I know you wont be able to enjoy it with us but it will be up on socials for you to see. If you ever want to be Coached in Awesome, I know a guy. But for now I must fly, the tshirt inspiration from this it too good!
