They say that a customer who has a good experience will tell two people while a customer who has a bad experience will tell ten. I want everybody to tell everything.
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Wednesday, September 23, 2009
Just enough to get on your nerves - McDonald's Topsail Road
This short email from reader Nikki about a minor annoyance at McDonald's on Topsail Road last week made me think what I've thought hundreds of times before when confronted with ridiculously sub-par customer service: "it's not that difficult!"
Maybe they were having a bad day, maybe they were still in training, maybe they felt challenged by the task at hand, but, no matter what, when an error is made with a customer's order, you fix it (the first time), check it, double-check it and apologize. Common sense and common courtesy could have gone a long way in turning this customer service complaint into an acceptable, if not great, customer experience.
Here's the story:
"Me and my friend went to the Mcdonald's on Topsail Road for breakfast and my friend only likes meat on her breakfast sandwiches. I order a Sausage McGriddle with just sausage no cheese or egg. I repeat these instructions to the cashier because he seems new.
A manager was getting the food for him and showed him how to put the change in on the computer. So we get our food and sit down. My friend opens her sandwich and sure enough there is egg and cheese. So she goes back up to the counter where she is ignored for a good ten minutes before she comes back to the table at which point I am done eating so I offer to give it a try.
I go up and finally catch the attention of a lady who then looks at me like I am ruining her morning and explain the problem. So she goes and tells the kitchen guy and he goes to make a new one and then she runs about filling drive through orders for at least 5 minutes while my sandwich is sitting and getting cold. She finally hands it to me and I go back to the table and when my friend opens it there is again cheese on it.
At this point we were done dealing with the people at the counter so she removed the cheese as best she could and ate it. But for something that costs nearly 4 dollars you think they could manage to get it right or at least apologize wen it is wrong and correct it. Instead they were very rude and very unapologetic."
What do you think? Have you ever had a similar experience? It may sound like a petty rant, but in all seriousness, food and customer service is the business that McDonald's is in. It's what the cashiers are paid to do and the reason that customers go there. We should be able to expect better.