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The Original Burger restaurant had a trendy fresh feel and was easy to locate in the dining precinct of the shopping centre. Externally it looked clean with an A-frame near the doorway promoting their latest burger creations, the 'Vintage Burger range'. The restaurant's facia was clean and all posters were clearly promoting the restaurant's burgers and shakes. On entering I was impressed with the lighting and the music playing that created a casual, relaxed ambiance to dine. The electronic menu was rotating all the options for the variety of burgers and combos available. The floor area looked freshly mopped and well-maintained. The POS was tidy and uncluttered. The side of the counter featured dispensers for napkins, straws and wooden cutlery, all looking full. The customer did not have a high visibility of the preparation area, but from what I saw it was clean, tidy and organised. The drink fridge was filled to approximately 50% capacity but was being filled by CM3 as I entered. Being air-conditioned it was a relief to walk inside from the hot day outside. All the tables were clear and wiped down and I saw this occur as customers left while I was dining.

There were three visible crew members; each wearing the correct uniform including Chef hats s and aprons. Their grooming was acceptable and CM2 had her long hair tied back in a plait under her hat whilst the other 2 crew members had short hair but still wore the hats. While all the crew wore aprons, I did notice CM1 had a noticeable stain down their apron as they took my order at the front counter and was the only crew member wearing a name tag. CM2 was mainly busy in the preparation area while CM3 was re-stocking the fridge.

As I entered the restaurant, I saw two groups of customers already seated and enjoying their meals; no customers were in the queue as I approached. CM1 was stationed at the POS and greeted me in a friendly manner, offering a smile and welcome by saying, “Hi there, what can I get you today?” I ordered the 'Original Cheese Burger' with barbeque sauce. The crew member asked me if I would like it in a combo. I said a combo would be good. CM1 asked, “Would you like a regular or large combo?” I asked what the difference was and was told that you received a 600ml drink instead of the 390ml and two scoops of fries, pointing to the display on the side of the counter of the one or two scoops of fries containers. I asked for the large combo. CM1 first asked which drink I would like and then processed my order. He told me it was $18.95 and said I just needed to tap my card on the EFTPOS machine. While I did this CM1 asked if I was dining in or taking away and I said I would dine in. I was pretty happy with my service to this point as the crew member was friendly and helpful. However, even though no other customers were waiting, they did not engage me in casual conversation. CM1 said, “That payment is all good” and handed me a table number and told me they would bring it to the table when the meal was ready. After 8 minutes, CM2 brought my order out on a tray, picked up my table number sign, smiled and walked away with not a word being said.

The meal looked extremely appealing and whet my appetite with the look and smell. I confirmed it came exactly as ordered. I took a bite, and the tomato sauce dripped out over my hands. The burger tasted fresh and was just the right temperature. The portion size was as expected, and the ingredients were plentiful and delicious. The fries were well seasoned, albeit a little overcooked to my liking but they were a very generous two scoops and I could have possibly just ordered one scoop. My Fanta was ice cold with ice making up the majority of the plastic cup and I wished I had said “minimal ice”.

The restaurant was attractive and inviting, the crew were polite and helpful. With the restaurant not being too busy, the crew could have spent a little more time on casual conversation. CM1 was friendly, but CM2 gave the impression that she was there to do her job and nothing beyond that. I didn't feel either crew member went out of their way to make my experience stand out from a customer service perspective or as great as the meal that they delivered. The burger and fries were delicious, but I can understand not everyone wants overcooked chips. I would gladly tell my family and friends to give it a try. The crew engagement I received was fine but ultimately forgettable. Still, I would be likely to return.