Customer experience drives franchise out of business

Note: This posting is based on my weekly “Thank God It’s Monday” that helps you and your company thrive!

This week’s focus: customer experience

The Friday before Thanksgiving, the Carl’s Jr. fast food burger emporium across the street from my office closed for business. There is nothing sadder than a business closing and the jobs lost, particularly at this time of year. Why did this happen?

  • The staff could barely speak English. Sure, they could take an order, but, most could not greet you properly, handle a conversation about special food preparation requirements, etc.
  • A cook soon became a front counter order taker whether they were prepared for or well-suited for this position or not.
  • A customer was treated with indifference.
  • You could see the fear in their eyes of many of the staff dealing with a non-Spanish speaking customer.
  • The manager hired people just like him–there was no diversity in one of the most diverse employment areas you can imagine.
  • The food was haphazardly and inconsistently prepared, e.g., the french fries were often lukewarm, a burger often had a huge clump of lettuce crammed between the meat and the top bun, etc.

Across the parking lot, the McDonald’s thrives. Carl’s Jr. has the potential for much better food than McDonald’s yet this location struggled for years. It’s no wonder they closed given the customer experience they delivered. Corporate seemingly didn’t understand what they needed to do to make this location succeed.

Is your company delivering the customer experience that ensures it and you will thrive?

Thought for the week:

“A successful man is one who can lay a foundation with the bricks others have thrown at him.” – David Brinkley


What do you think? I welcome your blog comments!


Dave Gardner, Gardner & Associates Consulting

© 2012 Gardner & Associates Consulting  All Rights Reserved

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