My interviewee was my general manger at Wendy's. She was able to give me a great overview of how the store is run at different times of the day and her responsibilities as a store manager. Many on my questions gave me a look into what she has to do everyday. A lot of this was repetitive for me since i am an insider in this community. However, i was able to see things through a managers eyes rather than through an employees or researchers eyes.
A manger not only has to work as if they are an employee, but at the same time must think ahead and plan accordingly. Food that takes a while to cook must start cooking early enough to be ready for when a rush hits. They must also deal with unsatisfied customers and try to fix whatever problem they have.
She also pointed out the importance of keeping the customer happy. When a customer comes in with a complaint, she always tries her hardest to make them leave happy. While the problem is being taken care of she apologizes to the customer and talks to them, trying to make them more comfortable with her. When this doesn't work, she pulls out some manager techniques like giving refunds and coupons for future orders.
My manger is 100% an insider in this community. She runs the store with confidence and is able to fix many problems within the store. Her techniques used to run the store make her a great leader and she gives the store stability.
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Sounds like you got a bit of a different perspective from this interview. Since your focus is on fast casual dining, is it possible you can ask her a few follow up questions related to your research focus? Perhaps she has insight into the growing popularity of fast casual dining from a fast food managerial perspective. Perhaps she has noticed trends over time with the kinds of customers and customer needs that are related to your topic.
Just some ideas.
Full credit
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