McDonald's Experience

Diana Suero
MGT3120
McDonald’s Experience

I went into the McDonald’s at 8:28pm and waited about 5 minutes to place my order. This was due to the two girls that were ordering in front of me were demanding excellent made cold coffee. The look on the face of the cashier told her frustration with them, as they changed their order every other second. When the manager noticed the delay he asked her to please pick up her pace and deliver the order in a timely manner. After she finally asked who was next I moved forward and asked her for one small hamburger with EXCATLY 4 PICKLES on it and 1 small French fries with NO SALT. She looked at me like if she was upset for repeating my order several times. The next thing she did was call out the order to the people in the back and stressed that the order should have exactly 4 pickles. The preparer asked again what the hamburger should include and she repeated it. The order took longer than usual; I waited about five minutes to receive the order. While I waited the cashier moved on to the next customer and was having a conversation with the cashier next to her. The manager didn’t say anything to them while they kept having their conversation. He just dismissed it and he was also helping preparing the orders; placing them in the bags. When she had my order she just said “Miss here is your order”. I then made sure that the order was completed correctly and it was.
Although the end result of the order was correct there were a few things that could have been done more efficient. There could be better communication and coordination between the staff. The experience was not as fast as it should have been. I don’t think that the cashier were as pleasant as they should be. The cashier who took care of me didn’t ask how she could help me; she just asked who was next. I would recommend that they improve the way they record the orders on the screen that would tell the preparer the exact specifications of the customers. Customer service is an important part of every company and the cashiers were not very courteous to the customers. Since that element is a very important part of a business it should be enforced more strongly. If customers are not satisfied in all the aspect of a business then they will not return. I also noticed that even though the manager called their attention she wasn’t taking the role of the authority. He said it in a very passive way and that was the reason why the cashier continued to chatter among themselves. I recommend that the managers should have a more task oriented relationship with the staff. Perhaps this will create more efficiency in the restaurant and the customer would be served faster and with a better experience. If they increase their management effectiveness then they will be able to have more customers.