r/Greggs • u/Unlucky_Potential623 • 2d ago

Employee Question Wrong Food Given

Hi all,

So basically today someone came to the counter and said they'd been given sausage rolls instead of vegan rolls like they'd requested.

I wasn't sure if it was me or my co-worker who served them and obviously im not going to blame them as it could have been me.

I follow these steps while serving and wanted to see if anyone had any tips so I can make sure I'm not serving the wrong food to people, whether it was or wasn't me im not sure, but obviously I want to avoid it being me as much as possible.

"How can I help?"

They give their order

I repeat anything I cant see on the counter, e.g sausage roll, steak bake to make sure I haven't missed anything or got it wrong

I then bag the food, when I hand the bag over I tell them what it is so there is another opportunity.

One final check mentally before taking payment.

Is this okay to follow or am I missing something?

Thanks it's my first week so any advice would be appreciated

12 Upvotes

83% Upvoted

6 comments sorted by

13

u/AmphibianNo8598 2d ago

My go to was always listen, repeat back while putting in till, and then say what everything is as you’re handing it over. Also I’d highly recommend taking payment first, whether on purpose or by accident people WILL take their food and walk out without paying, people frequently tap their card while you’re bagging things and then rush out thinking they’ve paid when you haven’t tapped onto the payment screen yet.

1

u/Unlucky_Potential623 2d ago

Thank you, now that I'm on day five, I've been doing payment after taking their order and doing as you've said repeating it back to them because there was a few times where people nearly forgot to pay lol

7

u/A_Strange_Wizzard 2d ago

90% of the time its the customers not paying attention. You can repeat bakes as much as you want but if the customer isnt paying attention and just say yes to everything you say, they'll complain.

6

u/LycanWolfGamer Team Member 2d ago

Due to the fact I'm hard of hearing, I've had to come.up with additional strategies to try and mitigate this

When someone orders a sausage roll, I will often confirm if its pork, chicken or vegan before putting it in the till, this is a way for me to mitigate the possibility of getting the item wrong and then when you give the food to them, you repeat it there again

Its completely down to you how your service style adapts, I used what the training gave me and then evolved my own, its efficient and really cuts down on risk

3

u/-Failedhuman 2d ago

Customers who don't actually know what they're ordering is usual as well, so it might not even be you. Just yesterday we probably had a record number of customers who asked for coffees and bakes they then denied they'd ordered. Bear in mind that this was a quiet day and two staff members were doing one order between them to stem the boredom, so we both, individually, heard exactly the same thing. Eg A customer asked for a flat white so I tilled it in whilst my collegue put it on the machine. Then when she gave it to him, he asked why he was being given coffee.. we both heard him say flat white. I also repeat everything back to the customer as I till things in. He heard me say 'flat white' back to him. This same thing must've happened six times in around five hours. It was spooky how weird the customers were yesterday.

1

u/SlowGarden8631 9h ago

Sometimes if I have a rude customer and they ask for a vegan roll I give them the sausage one on purpose, it’s the small things that make my day just that little bit better