Taco Time
Shan and I had a mall lunch the other day and I found myself inspired to write a little letter to Taco Time Canada.
I am not exactly sure why I am so motivated to write, I wasn’t really wronged in any way. I think I just felt like saying a lot more and was really put off by the person I was dealing with that day. I enjoy your food when I am in the mall and this is the only time I have ever come away feeling like I hated the place.
I was at the mall with my wife and daughter. My daughter and I were off getting a Booster Juice while my wife picked up your Chicken Burrito. When she got back it was my turn to get some food so I got back in line at your counter. I knew it was my turn when the lady (short hair, older lady) behind the cash register looked up at me and raised her eyebrows, as if to say – you gonna order something or just stand there – perhaps I expected something more like…”Hi there, can I take your order” or something even a little less courteous like “what can I get you?”. The eyebrow raise isn’t all that put me off.
ME: “Hi there, could I get a Large Super Beef Burrito with no Tomato’s and lot’s of sour cream?”
HER: “You want extra sour cream?”
ME: “Does it cost more for extra sour cream?”
HER: “Yup”
ME: “Maybe just a little extra seeing as I am not getting any tomatoes?”
HER: “We can’t sub things like that.”
ME: “Really? Even though you are saving on the tomatoes?”
HER: “Do you want the extra sour cream or not?”
ME: “No, but I will take the tomatoes now. I would rather just pick them off out of principle.”
Now I know this seems really immature on my part, and it is out of character, but I left the counter feeling slighted. Maybe I expected some kind of empathy from the person working there like – “I am really sorry but we just aren’t able to do that” and when I didn’t get it I got the impression that Taco Time Canada has really strict standards when it comes to food costs. Like there was a camera in place counting how many pumps the sour cream gun makes in correlation to how many times “Extra Sour Cream….$0.50″ was entered on the till. It seems like a long way to go to save a little money on sour cream. How much sour cream is a customer worth? I just spent $10 on a Large Super Beef Burrito (minus tomatoes) and a small fountain drink and I can’t get a little token sour cream to help it down? When I spend $10 on a sub from Subway they don’t charge me for extra mayo. The guy doesn’t roll his eyes at me when I ask for a few extra pickles. In fact the last time I was there with my daughter I bought a 6″ ham sub with no veggies or sauces (she is 2 and doesn’t like all that stuff yet) and because it was the manager making it he gave me a discount. I don’t ever expect that to happen again, or for regular staff to take liberties like that but I was super impressed.
Can someone enlighten me if this is a food cost issue, or just poor customer service…or both?
I know this seems silly that someone would take the time to complain about something like this but as a proud supporter of your product it really left a bad taste in my mouth. I don’t think my will power will keep me away from your food, maybe just that location.
Tom Peever
Foodie
I hope I didn’t get anyone in trouble but it’s such a pain in the ass to haggle for an extra squirt of SC on a beef burrito these days. On a positive note it’s nice to know that Taco Time Canada takes care of it’s business. I received a response from the Senior VP of Taco Time Canada within the hour telling me he would contact the Franchisee on my behalf. Today I received an email from him:
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Dear Mr. Peaver:
Please let me begin by offering my apologies. I am truly sorry your poor experience at my restaurant.
Thank you for taking the time to write to us and to give me the opportunity to improve my operations. I am glad that are motivated to do so.
Upon my return to Winnipeg this week I will be discussing your email with my restaurant manager to ensure that everyone understands the impact of such poor service. As well, we will be discussing our policies and when and how to be flexible and accommodating to ensure that the customer is walking away happy.
As a gesture of thanks and to help make it up to you, would you please allow me to send you some vouchers for free products when I return. If so, what is your address？
Again, please accept my apology.
Yours truly,
Todd Chivers
Franchisee
Comment by peever on August 14, 2011 at 8:44 pm
You know, it never hurts to say something. The worst they can say is “no”, and you’ll be on your merry way and not go back.
It’s nice to see that some of the “taller foreheads” for establishments now care enough to get you back by trying to right the situation. Unfortunately there are some of the larger corps that think smaller guy vs very huge company and that if ignored will just go away.
I recently bought a 6-pack of Cactus Lime Lager from the LC and it only came with 5 bottles! I didn’t notice that the weight of the case was off because my hands were full with other stuff, and that I don’t buy enough beer to know how much a 6-pack would weigh. Anyway, I sent them an email about my “situation” and got a response back the very next business day. I was given a nice apology and am being sent some “product” or vouchers for “product”. I’m still waiting. Sometimes just an acknowledgment goes a long way.
Comment by George on August 15, 2011 at 11:27 am
I got a letter in the mail yesterday from Mr. Chivers. Inside there were coupons for 1 free Super Beef Burrito, 1 Beef Taco Salad, and 4 coupons for extra sour cream! I wrote him back to thank him very much and to let him know that I will put the extra sour creams in my wallet right next to my “get out of jail free” card and hope I never have to use either!
Comment by peever on August 23, 2011 at 2:51 pm