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More than three years ago the quality of the food dropped sharply. It no longer tasted like food. If this is not fixed, I’d imagine there’s no use trying.
I think the biggest problem for Steak Shake is they can’t seem to get their brains around the concept of customer service and treating customers like they are important. I recently stopped in one of their Kentucky restaurants while on a business trip for a bathroom break and something to drink. I ordered a strawberry milkshake. I like their strawberry milkshakes. More than 15 minutes after ordering I had my shake. 15 minutes of standing at the front counter, by the cash register, while employees looked at me and ignored me. More than five shakes went out the drive up window during that time, but seems no one could take the time to make mine.
This same lack of customer service is experienced eating in the restaurant. Service is slow, very slow. Orders are not complete as ordered. Earlier this year, a cole slaw side appeared, after two requests, just as I finished my meal and was rising from the table. And, I was charged for the side…which sat untouched on the table.
Biglari seems to be clueless about how to run a restaurant. He burned through the goodwill the restaurant built over the years, and now customers are now longer willing to be treated in this fashion. I don’t expect S&S to bring out food as quickly as McDonald’s or Wendy’s. I’m willing to expect a slower pace, but a burger, fries, and a shake shouldn’t take more than an hour to order, be served and consume.
The last time I tried a SnS I sat for 45 minutes in the drive-thru for a simple burger and fries. The employees didn’t offer any apologies on the wait, and surprise, the food was cold by the time I received it. I used to really like the chain, but that was two years ago and I haven’t been back since.