Have it your way

“I would rather have it my way at Burger King.”

As I walked into the Mc Donald’s on Water Street in the Wall Street area, I knew the task ahead would be an interesting experience. I have been to this Mc Donald’s once or twice in the total four years that I have been working in the area. All of my previous experiences have not pleasant, with my order being screwed up on both occasions. I should have planned to go to the McDonald’s near my home, but of course everything also gets pushed to the last minute, but this assignment would have to get done today.

As I approach the entrance I am unable to make my way inside because the line is literally out of the door. I joked with my co-worker, who found the task to be intriguing enough to come along for the practice. I was trying to act as normal as possible, hoping not to tip the cashier off to what I was about to do, I felt bad enough that I would have to put her through this. For the most part I had already thought the scenario out in my head and I knew that this was not going to be a smooth ride.

“Next customer, Welcome to McDonald’s, how can I help you?” said Tameka, the vibrant cashier. One hamburger, with four pickles, and I need exactly four, I replied. I also need a small order of French fries that are well done with no salt. “WELL DONE”, she said. Here is where everything went crazy. Tameka asked, “what do you mean by WELL DONE”. I told her that I did not like my fries soggy instead I would prefer to have them well done. She proceeded to go and consult with the manager on whether this could be done. The manager, Susan, proceeded over the register and she reiterated what Tameka told her about the well done fries. Susan says that I would have to wait for the next batch of fries to be made. I agreed to wait. After waiting about three minutes, a batch of hot fries came out of the fryer. The employee at the fry station took the hot fries out and threw salt all over. I caught the attention of the cashier, who had decided that she was done with my order. I called out to Susan and to ask her about my fries.

As all of this was going on with the fries, another employee approached the counter to give me my hamburger. I immediately opened the bag to take a look at my order to assure that it was correct. Of course, the hamburger only had three pickles. At this point, Susan the manager was looking at me like I was crazy. She also seemed frustrated with my need to have a $2 dollar meal, special ordered. I also seemed to be holding up the line because other cashier’s were more interested about my order, rather than the line they had forming. I told Susan that I just wanted, one hamburger, four pickles with a small fries that is well done with no salt. I expressed, my frustration with just trying to get one hamburger and a small fries, at this point I had waited on line for six minutes, and I had waited another five minutes for another batch of fries, only for the worker to throw salt on them.

Susan apologized for inconvenience and told me she would complete my order. After another three minutes passed, she approached with a smile, and my order. Which I found a little suspicious, I would hate to think that she might do something really special to my order. After inspecting my bag, finally everything was good. Now all I had to do was ask for my receipt, which I had forgotten. (Laughs) Susan printed my receipt and I was off on my way.

It took me about 20 minutes to get one hamburger and a small fries. I think the cashier should have been able to handle my order without the assistance of a manager. McDonald’s seems to have the ability to enter special orders in their system, so I am not sure why a manager had to be called about a small order of well done fries. I would say that the staff needs improvement on communication and coordination. Susan should have told the girl at the fry station the she needed the next order of fries with no salt. The manager seemed just as sarcastic as the employee. I felt her repeating my order to me was very condescending, as if I had said something wrong. This experience reminded me why I had stopped coming to McDonald’s. I think the staff feels since it is fast food; they can really be as rude as they want. When a manager’s attitude mirrors the employees, the customer feels hopeless and this would discourage any future purchase made with this company. If I were a consultant I would recommend that McDonald’s, teach their staff about dealing with difficult individual, with special orders like my own. They should be taught patience and understand that fast food does not mean, rushed service that is not completed correctly. What happened to the old saying, the customer is always right?????