Freddy's Frozen Custard & Steakburgers — Restaurant in Lexington

@Todd Whitchurch

Shout out to Mackey!

Preamble:

We often shop at Costco and although I do love their hot dogs sometimes I just want a lettuce wrap burger and some jalapenos and spicy Freddy sauce! Yep, I'm that keto guy.

We have been coming here since Freddy's first opened the area in 2018 and I was so happy to see the establishment and their offerings.

The Freddy's Experience:

Just about every time we come in here is pretty awesome. Yet because I do order the lettuce wrap (Xs2) and no fries. Sometimes things get confused and that's okay.

Today was one of those days where the receipt didn't print and only one wrap came with the order.

The first one that came out was good but it was missing its twin. I will say that there is a noticeable difference between a fresh Freddy's patty and one that's been sitting on the grill for a bit. But it wasn't anything that

My wife hadn't been able to get the receipt because of an issue with the printer. It wasn't on the app either.

I went up to the counter explaining what happened and Mackey found the order receipt, he apologized and went to talk to the kitchen. They made the second wrap and it was fresh and delicious.

Mackey also came by to check on us. He apologized again and just noted that they have been a bit short staffed and it looked like people were clocking in and clocking out so maybe it was shift change over.

Either way, people may say that Mackey was just doing his job but I think it was the spirit in which he approached everything with positivity and genuine regard that makes the difference.

I know it's just a sandwich but I appreciate the team and likewise their effort day in and day out for everyone who patronizes this establishment.

It's these types of experiences where we can appreciate the humanity in each other instead of becoming indignant because something didn't come out right that matters.

TLDR:

Many years ago I was asked about one of the most important attributes I regarded when making regarding hiring decisions. I said you can teach people anything given enough time but you can't teach people to care.

There are case studies and anecdotes alike-people with sterling degrees from respectable institutions who failed miserably at caring about others which in turn led to failures of leadership, failure to act, failure to deliver etc.

Although the majority of the pandemic has lifted, the rising prices of everything with nominal pay to the average workforce has not.

Many establishments may experience lower demand and therefore be unable to hire or retain staff for any number of reasons. Sadly, some establishments fail to make it.

Yet it is these human beings, just like us, who are choosing to show up and provide a service to us.

As patrons-not consumers-we choose when and where to exchange currency.

For many, it's the attitude behind the service provided that makes one feel welcome and that there has been value in the experience.

I have developed a deep kind of gratitude for each person I interact with. For showing up that day, doing their best, being authentic, and wishing the rest of their week is wonderful.

For that opportunity the cost is nothing but the benefit of seeing and being seen by another human being, I suspect,...

Cross-contamination isn't a topic here at this restaurant. Two burgers were ordered: one 'Classic Steakburger' and one 'Veggie Burger.' The Veggie Burger had gristle from what I presume came from the same grill and spatula that other steakburgers and sandwiches were being prepared. For those with sensitive diets or for those who can't appreciate a disregard for food safety - steer clear! Freddy's isn't for you... To add insult to injury, the sandwiches were mis-packed and dressed oppositely, with the steakburger being packaged in what was labeled as a "Veggie Burger" with the dressings of the ordered veggie burger, while the veggie burger was packed in an unlabeled container and dressed oppositely. To the management of this restaurant, your staff should be fully trained in food handling and order accuracy, while also be capable of handling high output while observing proper food handling methods without cross-contamination. If this occurred in my restaurant, I would be embarrassed and appalled. There are a wide-range of diets and dietetic limitations that to many in our growing population must abide. If your menu offers an item, but can't accurately provide it, then why is it even on your menu? Your reputation is defined by EVERY action you elicit, both the exceptional and the pitiful. If these are the types of methods that your staff emulates, then I can only speculate to where else poor practices are repeated in this facility. This was my first experience at a...

My friends and I sat in drive thru line for 35 minutes….which is fine. Everyday I see there is a line so I understand they’re busy. However, we go to pay and the girl looks at us and tells us to get our food from the next window. As we are pulling up, another girl yells from the window to wait because the other girl forgot our drinks. So we back up. Drinks are wrong, but we brush it off. We pull up to the food window. Girl hands us a milkshake and says have a good night. We are confused because we got a list of food, so we tell her the ticket number and that we had a LOT more stuff ($43 worth of food). We hand her back the single milkshake and she asks for our receipt which we gladly give to her. Another girl comes over after 5 minutes of waiting and hands us a small bag (we are thinking this is definitely not all of it). So another girl rushes over there and takes the bag back and says oh no they’re ticket #368. Eventually a very sweet girl comes over and hands us our food. Took forever, but food was good. Just seemed like they are a little slow or confused in there. I’m gonna try this place again but I’ll only get one thing so I don’t confuse them with 2 combos and...