“No Radios, No Respect: Why Guests Deserve Better Than Hand Signals

 

🎙️ When Communication Breaks Down: A Retail Worker’s Perspective on Professionalism and Guest Service

Imagine this: a guest walks into a restaurant to pick up a to-go order. Simple enough, right? But the order is wrong — carrots were requested, broccoli was delivered. The guest is understandably frustrated. Now imagine you’re the retail employee stationed nearby, the only one on the floor, and the restaurant staff — including the manager — aren’t wearing radios or headsets. You’re told not to leave your post under any circumstances. What do you do?

This isn’t a hypothetical. It’s a real scenario I faced, and it highlights a glaring issue in cross-departmental communication and guest service.

🚫 The “Don’t Leave the Floor” Rule

I was told by my retail manager, “Don’t leave this floor when you’re alone. We’ve got this entire area to cover.” Fair enough — shoplifting is a concern, and coverage matters. But what happens when a guest needs help and the only way to get it is to physically walk into the restaurant area?

In this case, I did just that. I stepped away briefly to advocate for a guest whose order was incorrect. The response? I was reprimanded. Not for being rude, not for mishandling the situation — but for leaving the floor. The message was clear: coverage mattered more than the guest’s experience.

🧏‍♂️ No Radios, No Communication

Here’s the kicker: the restaurant staff weren’t wearing radios. I tried calling out to the manager by name over the radio, but the response was garbled — unintelligible, like a bark from across the room. So what was I supposed to do? Wave my hands like I’m hitchhiking? That’s exactly what I was told: “If you can’t reach anyone on the radio, just go to the hostess stand and wave someone down.”

Let that sink in. A guest is waiting, confused and disappointed, and the best solution we have is hand signals. Not exactly the image of professionalism.

🤝 Whose Guest Is It Anyway?

This wasn’t just a restaurant guest. This was our guest — a shared responsibility between retail and restaurant. Yet the systems in place made it feel like a game of hot potato. No one wanted to own the problem, and the tools to solve it weren’t available.

The result? A guest left feeling neglected. I was made to feel like the problem. And the company — the one paying everyone’s paycheck — risked losing a customer over something as simple as a side of carrots.

📢 What Needs to Change

This isn’t about blame. It’s about solutions. Here’s what would make a world of difference:

• Shared communication tools: Radios or headsets for all departments.

• Clear escalation protocols: So employees know exactly how to get help.

• Empowered employees: Trust staff to make judgment calls when guest service is at stake.

• Unified guest experience: Every guest is everyone’s responsibility.

Until then, we’re left with hand signals and frustration. And that’s not just unprofessional — it’s unsustainable.