Dining's computerized ordering service cannot replace face-to-face interaction. Customers shouldn't be forced to use Web Food when ordering a sandwich.
Sunday night, a legally blind man futilely attempted to place an order for dinner at McKinley Grille and stood with his face inches away from the computer screen for several minutes. Another customer noticed his plight and keyed in the man's order. The three employees behind the counter didn't even look up and notice the man's problem.
Other customers struggled to find the appropriate buttons for extra lettuce, pickles on the side and the right cheese. Once again, customers had to help each other through the ordering system while employees made the food.
Customers deserve the opportunity to talk to an employee and order food if they can't use the computer system or are confused by it. It's a wonderful tool for customers who prefer to hit a few buttons and receive their food, but employees must help when people cannot understand or use the computers.
Another drawback to the system is the wait time. Dining started using the computers so customers could receive food quicker, which happened in some cases.
However, one student waited 19 minutes for a grilled ham and cheese sandwich and a side of plain saratoga chips. Several customers who placed orders after the student received their burgers, breaded tenderloins and other sandwiches first. If someone has a 30-minute lunch break, they should be prepared to eat quickly if service remains slow.
When the technology works, it can be a blessing for time-crunched customers and busy employees. But when it doesn't, Dining needs to find solutions. The department could provide online tutorials for the ordering system. Employees should step away from the grill or prep counter and talk to customers when necessary.
Until Dining finds a balance between face-to-face interaction and Web Food, ordering food will remain a complicated, confusing and slow process for people who can't, or don't want to, key an order onto a computer.
In the meantime, a prepackaged sandwich or salad could be a customer's best option.
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