In-N-Out Customer Service

In-N-Out Burger prides itself in quality food with the best possible customer service for a fast food restaurant. Best possible customer service? Ever wonder why it seems as if the associates are more aware of the elderly and the families there than you and your friends? In this paper, I will be informing you how different people are treated at one of our favorite restaurants. Through weeks of research, I have gathered enough information to show that the elderly and full on families due in fact receive better service than an average person does. I carried out my research at my local In-N-Out Burger in Temecula, California. I decided to place them in these three specific categories: teenagers, adults and elderly. I also mention if they were
In observation 5, a typical couple in there mid 30’s arrives embracing each other coming in to enjoy a nice dinner. The kind associate greets them with a smile and politely takes their order. This may seem like any other ordinary behavior at In-N-Out, but immediately after this couple finishes taking their order, a family of six arrives. This family consists of 2 adults, 2 kids and 2 elders. As stated in observation 6, the associate was extremely nice, far more polite to this family then the previous couple mentioned in observation 5 especially to the elders. The associate offered extra help and ensured the order was taken correctly. This isn’t the only occurrence of this happening. In fact, a similar incident happens in observations 23 and 26. During observation 23, a teenager takes a more than a few minutes to order. The associate doesn’t complain directly, but the expression on his face explains it all. A few minutes later, two elderly females come in for lunch (observation 26). They seem to take just as much time as the teenager did as mentioned in observation 23 but this time; the associate’s smile does not come off his face. He seems delighted to wait as long as the two needed. According to my results, 4 out of the 5 elders that were served had first-rate
During my very first observation, the family came in laughing which immediately caught the attention of the cashier who welcomed them with a heartfelt smile. Immediately following this family 2 teenage girls on their cell phones order food from that same associate. The associate who seemed overjoyed just seconds ago now seems to be in a routine mode in which takes to order and repeats it back with no emotion whatsoever. Compare this to observations 18 and 19 where a man in his late 40’s comes in for a to-go order. While the man is ordering, there were no side conversations at all, just a straight response, “I’ll have a number one to go”. After these words were said, nothing more was said between them. A few moments later, a family of five arrives and again, it seems as if a switch was triggered in the mind of that In-N-Out associate. He gladly treats them as if they were the most important thing in the room by offering stickers, cleaning their tables and making them laugh through insignificant jokes. In truth, out of the four of the families observed, all four of them received extraordinary