Technology and automation: No, Puzder doesn't intend to "take humans out of the fast food equation," as Fortune had it. His remark about machines being so pliable was part of a longer exchange about the upsides and downsides of automation, the second part of which didn't get reported.
So he followed up with an op-ed in the Journal last week putting it on the record: "Customer service is still very important and, for now, having access to a person is important to assure smooth experiences for everyone. Increased automation also makes it more difficult to build a company culture. There are maintenance costs, and the business has to hire IT professionals to service the technology. The technology can malfunction, spoiling a patrons visit."
"I never even mentioned robots," he told me, a bit chagrined. His point, he said, is that government mandates impose costs that "make automation a more viable option for business." But "we could never take out all the front-line employees" at CKE restaurants. At Carl's Jr. and Hardee's "you have to have people behind the counter because [customers] are used to that and people are more comfortable with it." He might consider, however, equipping restaurants near college campuses or other youth-oriented neighborhoods with touch-screens, because he believes that millennials are more comfortable with automated ordering.
But he thinks more automation is the wave of the future. "You can't stop the process," he said; it's the cost of those mandates that are forcing it to happen too fast.