McDonald's Corporation Complaint - McDonalds? Poor customer service? WOW!
CHICAGO, ILLINOIS -- After reading many complaints about poor customer service, I will draw the conclusion that giving excellent customer service in GENERAL in this day and time is not a high priority for a lot of businesses and their management. I am 41 (yes this is old as dirt for a lot of people) but oddly enough I remember my first job at McDonalds on the I-20 frontage road in Ruston Louisiana like it was yesterday. I credit my current work ethic to my beginnings on that first job at McDonalds because we worked HARD. There was a common saying there that "If you've got time to lean, you've got time to clean"! There was never an idle moment in your time during your shift,there was always something to do. If a customer walked up as you were cleaning you STOPPED what you were doing to immediately tend to the needs of that customer. Not only that, you did it with a SMILE and retrieved their orders with PROMPTNESS. Management EXPECTED this, or you were fired plain and simple. Some of the things we were taught that I don't see occurring today are:
1)Speedy drive thru service (no more than 60 seconds from the order menu to the pick up window. The manager sat in the parking lot and timed us).
2)30 second order retrieval at the counter. (The manager sat in the lobby timing us).
3)Service with a smile (got a pissy attitude today? go home, don't need you here..and we were TEENAGERS, so you know we had plenty of attitude going on inside of us, but we kept that personal mess in check while we were at WORK!!!).
4)Clean dining area. (who wants to sit down to eat at a sticky table?)
5)There was an "out of stock" item. Managers made sure that all items were ordered so that a cashier never had to inform a customer, "We don't have any milk today, we don't have french fries today, we're out of ice..." (believe it or not, I've heard ALL of these before!!!)
6)Clean bathrooms (enough said!!)
7)Food served HOT! We were always required to serve the customer their drink first. If the sandwich happened to take longer to fix than the french fries, we didn't bring the fries to the serving tray for them to sit there and get cold until the sandwich was ready (or vice versa). The entire meal is served when ALL items are ready. What's worse than COLD FRENCH FRIES?!?!?
8) Cashiers that could actually COUNT without the aid of a computerized cash register. Also we were required to count the customer's change back to them, not SHOVE it at them. If the cashier's cash register was short, we were held accountable for that. (i know..accountability is a dirty word in this day and time).
9)Basic common courtesy. I can't tell you how many times I've gone through McDonalds' drive thru and not greeted. They just announce how much you owe, give a robotic "have a nice day" and that's it. It's nice to be nice, can we just get back to that??? and lastly (and most hated by all retail and fast food employees,
10) The customer is always right (even when he's wrong). That simply means that just because a customer seems to be in bad humor, you as an employee should not match the mood of the customer. YOU DON'T HAVE A RIGHT TO. You are to REMAIN PROFESSIONAL at all times. If the customer is violent, that's another story, call the proper authorities, but a retail or fast food employee does not have the right to pull an attitude, curse at, roll your eyes OR neck at, ignore, be rude to, be disrespectful to, be indifferent with or disregard the needs of ANY CUSTOMER that is spending their hard earned money in their establishment.
Lastly, as a customer service call center supervisor today, I happily keep the strong work ethic and values that were instilled in me at my first job at McDonalds. I expect all of my employees to treat our customers with nothing but the absolute best service possible. My advice to those of you who work in retail or fast food who have little patience, big piss-poor attitudes and lazy demeanors do us all a favor and find work elsewhere to make room for those who appreciate having a job in these times of high unemployment.
That's my 3 cents!! Thanks for listening.