Would You Like Fries With That Outsourcing?

08 Oct 2008

Jack Burris



Jack Burris is president of Red Beard Marketing, a marketing, business development and brand consulting company based in Charlotte, NC. RBM is a full service firm, and we also happen to have a lot of experience in the franchise vertical and currently work with some of the best and brightest minds in the franchise community including Franconnect, Franchise Business Review, Franchise Payments Network and FranchiseWorks LLC, all small businesses designed to help franchisors, franchisees and interested investors through the franchise process. RBM is always results-oriented.

I’m a big fan of Fast Company (both online and off). When I travel, the magazine is always in my briefcase.  If they offered an App for my iPhone (like The New York Times App) I would be a faithful subscriber. You get my drift …

So I was catching up on my Fast Company news and came across this recent post – I also borrowed the title I liked it so much – Would You Like Fries With That Outsourcing? Here’s a brief blurb from the post by Shawn Graham:

I was in the drive-thru of a national fast food chain the other day. As I placed my order, something seemed out of sorts. Was it their menu choices? No…that wasn’t it. The prices? Nope. Initially, I was surprised by thoroughness of the person taking my order. Not only was I asked if I wanted to order fries with my drink (something that usually doesn’t happen with any degree of regularity), but the person even asked me if I wanted lemon in the sweet tea (I didn’t even know you could get a lemon). When I pulled around to the ever popular “second drive-thru window,” (you know the one that only allows enough space for 2.5 cars to fit thus pretty much negating the benefit of having two drive thru windows?) I commented on her thoroughness. “Oh, we’re routing our drive thru orders through somewhere else…I think North Dakota” she responded.

I have no idea what restaurant he is referring to but have to assume it’s a franchise (chain restaurant with a drive-thru). And I have mixed feelings on the effectiveness of outsourcing a task like a drive thru window. What if the person changes their mind when they drive around to pay? Do you have to reconnect with the North Dakota call center?

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