Whataburger — Restaurant in San Antonio

This particular location is busy but not so busy that you get lost in the crowd or minutiae of people the food almost always comes out in a timely manner it's almost always hot but it's deeper than that they always seem to be smiling and if they're not smiling just because they're focused and busy as soon as they speak to they light up and and and and are generally it would seem excited to see you that's almost non-existent and very very rare in today's culture since covid where there is no customer service or copy and paste templates and eye rolls and hair flips and Facebook emergencies are more important than dropping what they're doing personally and putting on their professional hat looking you in the eye and asking you what they can help you with but at this Whataburger it's still exists I also deliver and work many different gig platforms in that Whataburger location is one of the locations that I actually pick up food in all the time I've gotten to know them from that perspective as well and you give me an idea of what type of people they are a young man that works there I left my accent on and ran my battery down and was stranded and so I asked him to have jumper cables in the first timer and we're going to say no then he then he remembered he had them in his car even hook them up for me and my car started right up this is the Whataburger you'll get quick efficient friendly repeat I'll keep coming back emphatically to this location whatever training modules are using whatever training model you're using keep it up cuz you're turning out good employees and I suspect there's probably an awesome management team behind all this as well all my...

Went through the drive through at 3am and ordered a meal and an extra hash brown and got all the way home to find out they didn’t give the hashbrown. I called to speak to the manager and was told “okay one sec” and someone handed off the phone to a woman who just said “hello”, so I explained the situation but she sounded annoyed from the very moment they passed her the phone and kind of just blew it off and said “okay sir well you can come by and get it” kind of with sarcastic tone. I told her I wasn’t going to drive all the way back for a hashbrown and asked if maybe they can just comp me a meal or something later and wrote my name down, and she said “no I can’t do that if you want want your hashbrown then you can get a desert or something” also again with an annoyed tone. Pretty crazy to get treated this way for no reason she didn’t even ask me for my name??? Nor did she even give me hers until I asked but she said her name was Ellena, I just said okay thanks and we hung up. Guess I will just get robbed of my money because it wasn’t worth dealing with her attitude over something I clearly paid for and had a receipt. I know she offered to give it to me but what kind of service or resolution is that? There is also me having to get back in my car and waste gas and time to fix their mistake. I don’t think asking for a meal at a later date was too much to ask for??? Thanks Ellena for treating me like this was my fault 👍🏼 this whole crew was slow and rude and I was the only car there is...

This is the second time in three days that I’ve visited this location (conveniently close to my apartment) and have not been greeted by any team member who passed by or even glanced at me. All but one—Aiden.

Aiden works at the window, where his line of sight is partly blocked by the soda machine. Still, when he came around the corner and noticed me waiting, he immediately asked if I had been helped, checked on the order flow, and explained what was pending. He didn’t have to go above and beyond, but he chose to do so. Even a simple “Hi/hello, someone will be with you shortly” would have been enough. Instead, Aiden took the extra step, and this location is fortunate to have an employee like him who can multitask efficiently and step into multiple roles without hesitation.

Aiden—as I told you in person—I truly appreciated being acknowledged, and I hope this also brings you the well-deserved recognition for delivering excellent customer service and satisfaction.

To the rest of the team on duty tonight, especially management, I encourage you to learn from his example.

I do realize the time I arrived may have been during a rough patch, but anyone who has ever worked in food or customer service knows that when you see a customer, the minimum standard is to acknowledge them and let them know they’ll be helped as soon as possible. I’ve worked a combined 12 years in food and customer service, so I understand the challenges—but I also know the basics should never be overlooked.

Aiden...