My friend and Superstar Rock Star on tour in Europe Dan Coyle
linked this amazing story of idiot process design by a Management dead set on shaving nickels of productivity.
It seems a toddler was served a Margarita by accident instead of Apple Juice. I know you think wait...this story is for Fun Friday?! Yes! Because it is so dumb it is hilarious. Not only is the incident completely stupid the response is even more stupid! So glad Applebee's doesn't build cars or airplanes.
So with my 9 years of restaurant experience I have to assume this was the problem:
Combined with this:
So the Waiter goes and gets an Apple Juice. The button is next to the Margarita button and they press the wrong one. They are in the weeds which means very busy and stressed running around. The parents can't see it is a Margarita. The kid get's loaded. The response by Applebee's is training vs maybe their process. Just maybe they shouldn't be serving pre-made crap Margaritas from a hose that has a button next to juices kids request. Just maybe they should have a second freaking hose for anything with alcohol to prevent this. But instead it's a training issue?
I wish to say I do not find Applebee's a place with good food. I try to avoid it. I remember ordering an Asian Chicken Salad that came with only Ice Berg Lettuce, Peanuts, Chow Mein Noodles and Ginger Dressing. How much bigger of a Fail can that be?
So while Mr. Coyle and the Article discuss the PR Implications. Lets make it easy:
Applebee's Press Release:
In an effort to reduce costs and quality of product and service we the Management were so dumb and stupid to choose to serve our customers Margaritas pre-mixed at a factory served in a Keg and Dispensed through a Beverage Gun where the button was right next to the Apple Juice Button. We apologize for getting a 15 month old torched. But it does prove that the crappy Margaritas do indeed have some alcohol in them. At least enough so that a 15 lb toddler can't drive home. Please forgive us.