One of my pet peeves is how slow the service is at most so-called fast food joints in this country, not to mention the very poor customer service.

For those of my readers who may not know, a pet peeve is something that a particular person finds especially annoying, and what can be more annoying than having to wait for a very long time to get served the food one orders in a fast food establishment.

Which Jamaican has not had an unfavourable experience in these establishments that boast speed in service, especially for people on the go? But, if you are very hungry and decide against going to a gourmet or sit-down restaurant, you might as well do so because at least you will be seated and can quench your thirst with a glass of water.

Not so in most of these fast food stores. Even if there are three people in the line and you are number one, it is going to be a long wait. And if you complain, you are likely to get a dumb stare or, if lucky, the supervisor will appear, especially if you have been ranting and raving, and seek to assuage your grouse with a plastic smile and not-too-comforting words because in the long run you are still in for the long haul.

And to add insult to injury, if you fail to check what you ordered before you leave the store, you are likely to end up with the wrong stuff. This happens ever so often with irate customers cussing out the staff, who, for the most part, look very tired, disgruntled, and disorganised. Is this a classic case of them being overworked and underpaid?

Jamaica is being overrun by fast-food stores. In just about every nook and cranny there is a chicken and/or hamburger establishment. Indeed, it is safe to say that many Jamaicans have become so hooked on fast foods, cooking at home has now become a rarity. Yet, even though there is this fixation, many people out there are quietly fed up with the poor and slow service that they are subject to, almost on a daily basis.

Interestingly, the term fast-food originated in the United States which is a fast-paced society where grab and go has become a way of life. Yet, whenever I visit that country, I am amazed that no matter how busy a fast food joint looks, in no time your order is accepted and you are out of there. This, in essence, is what fast food is all about. But not so in Jamaica, where everything is laid back and we continue to be plagued by the “soon-come” syndrome.

f I may be a bit facetious, I am tempted to say that the only time service goes fast in many of these fast food stores is when business is slow, and even then, not all the time.

Now, don’t get me wrong, I am not against fast food, although for nutritional reasons we are oftentimes warned to go easy on the frequency with which we consume same. They are tasty, for the most part filling, and yes, can become very addictive, so much so that many Jamaicans have been wondering if “dem put something in the food” to make them keep going back.

In the meantime, the many advertisements on radio, television, and in the newspapers always seek to assure customers that they are to anticipate the best service when they enter these fast food facilities. So if it is that some of their employees are falling down on the job, this should be exposed with the hope that things will get better. This writer is therefore urging all the fast food operators out there to pull their socks up by ensuring that through ongoing training, quality control, and better working conditions (including salaries) their workers do not continue to be on a permanent go-slow with an equally permanent “screw face”.

Let’s face it, service with a smile should be the norm, even under the most pressing circumstances.

As for the drive-ins, prepare to shout your order repeatedly, and if you have ordered more than one meal then, as night follows day, one is going to be left off or not delivered, or even worse, you get what you did not order. Of course, if you return and complain, you are branded as fighting against poor people, being too miserable, or even worse, you are a troublemaker.

There was a time when many Jamaicans used to go home and prepare a meal, particularly dinner. This is no longer so as the fast food market has expanded rapidly and captured the taste of just about everyone, regardless of class or economic status.

This is a worldwide trend, and outside of the concerns about fatty foods with high cholesterol and sodium levels, it can be said that these eateries have proven to be convenient, easily accessible, and a source of fresh variety in menus options. However, the ownership and management of many of these establishments need to pay more attention to customer service.

Unfortunately, in Jamaica, most individuals do not see themselves as being entitled to good customer service. They expect the worst and very often that is exactly what they get.

Meanwhile, it is imperative that public health inspectors, some of whom are easily bribed to turn a blind eye to certain unacceptable low standards of service, remain vigilant as the quick-service scenario can lead to carelessness in hygiene and quality standards. It is no secret that the proliferation of fast-food outlets has led to widespread rat infestation and these vermin are known to be carriers of various infectious diseases that can be deleterious to human health.

Apart from the slowness accompanied by poor customer service, fast foods in Jamaica have been beneficial in many ways. Many of the franchise holders and operators have been good corporate citizens, contributing in meaningful ways to education, sports, entertainment, and the cultural arts, among other areas of national life. One therefore wishes them well but, please, hurry up and serve — with a smile.

Lloyd B Smith has been involved full-time in Jamaican media for the past 45 years. He has also served as a Member of Parliament and Deputy Speaker of the House of Representatives. He hails from western Jamaica where he is popularly known as the Governor. Send comments to the Jamaica Observer or lbsmith4@gmail.com.