1. What happened, or what did you see/experience?

I think they didn't follow the company rule, I didn't see them wash their hand even once.

2. How did it make you feel as a customer?

Pretty dirty, don't think this is good.

3. Why do you think this service failure happened?

They don't work seriously enough, They look like they are new here.

4. What can be changed about the service process or the service environment that will failure-proof this point in the future?

They should follow the company rule and smile when they are taking order.