Customized Multi-channel Marketing - hosted by L2

Last night, I went through the drive-through at the local Taco Bell to bring home dinner. The last few times I’ve gone there, they have puzzled me. I drive up and hear:

Hi. How are you doing?

or something to that effect. And then they wait for me to answer. And I tell them I’m doing okay and wait for them to ask me the question I expect - which would be "What would you like?" But that question does not come, leaving me to wonder if the person has forgotten why they have a radio on their hip or if they have been called away to something more urgent. If I were inside the store, this would be easier to deal with because I could see the person standing there waiting to take my order. Over a speaker, it’s just disturbing.

(Oh, and in the times that they have done this to me, I have also asked the reciprocal question, "How are you doing?" After answering, they still don’t ask me what I want. So it doesn’t appear that I am simply deviating from script and they don’t know how to deal with it.)

Now, I’m all for courtesy and smiles in service and I’ve got nothing against trying to make an effort to be friendly but this new trend is leaving me a bit adrift. It’s happened the last few times I’ve gone there so I have to wonder, do I keep getting the same poorly-trained employee or has Taco Bell gone daft and is actually training their employees to not ask the customer what they want?

When you talk to your customers and are busily forging relationships, please make sure you still ask the question that will help you deliver what they need from you.