Extra Credit Assignment :D

I went to McDonald on Broadway at 81^st. There were about 2 customers waiting ahead of me for the order. 5 minutes later, I started order. First of all I asked whether they have a dollar menu or not because I couldn’t see one dollar menu on the order board. Then the personnel said there was not a dollar menu. I was shocked because I had to order hamburger and French fries from one dollar menu but I did not have a time to go to different place. Therefore I ordered one Big Mac burger with five pickles in and French fries well done with side of Big Mac sauce. Then I said that the personnel should indicate my order in the receipt. Then, he repeated my order then he turned his head back and told two other coworkers to put 5 pickles and make French fries well done with side of big Mac sauce. The personnel told me the price then I swiped my debit card. When I swiped my card, I made sure once again that my order should be indicated in the receipt. Then I got the receipt from the personnel but it only indicated 1 Big Mac and “pickle” and French fries and “w done”, so I told the personnel that I needed five pickles and Big Mac sauce also in the receipt as well. Then he said he couldn’t do what I ordered. I said “you can do it” then one manager came next him and asked what happened, and the personnel explained what happened. Then the female manager said “we can’t put your order in the receipt”. Then I said “I know you can put my order in the receipt and also I told the personnel to put my order when I ordered the food”. So she said “we have to do it over again, I will return your money back so you can pay it again” so I swiped my card to get my money back then swiped again to pay it again, then the female manager gave me a new receipt but It did not include “Big Mac sauce” so I told her that she had to put Big Mac sauce as well. Then she said she couldn’t put Big Mac sauce in the receipt so I told her to write “Big Mac Sauce” in the receipt. Then she went inside of kitchen to get her business card and pen. She wrote “Big Mac sauce” on the receipt.      It took about 10 to 15 minutes to finish the process. It was not a hard part to the personnel when he told two coworkers to make a burger with five pickles and French fries well done with a side of Big Mac sauce but when he put my order in the receipt, he couldn’t do it right away. It was understandable to me because he tried to help me and do my order but the female manager expressed her discomfort with an unpleasant face. I felt sorry that I ordered too much only for one burger and small French fries but I also felt that she was not right to make an unpleasant face. Also I got the completed receipt in the end but the female manager said McDonald couldn’t do what I ordered at the first time. I guess she did not want to spend time on doing unnecessary things and I think that she did not do her best for the customers.  I’d like to analyze the management process. First of all, in the organization of the McDonald, the personnel did good job on telling his coworkers to make right food but the personnel did not know how to put every orders in the receipt and he only put “pickle” and “w done”. It made me tell him to make a new receipt again and it took a time to get it done again. The personnel should not do anything if the job is out of his ability. He should have asked to his manager from the beginning. Also, they did not set up to handle “extra special”, they only had one manager who had responsibility for final action. If I was the manager of the McDonald, I would tell my employees to ask me if the task is out of their ability.  In the communications, communications between employees were pretty effective because they were standing pretty close to each other. I could even hear what they talked to each other. I guess it usually happens in fast food restaurant because they have to get order done in short time. The communication to me was not effective because the personnel and manager made the same mistake until I told the manager to write “Big Mac sauce in the receipt” they did not communicate to me effectively. They rather tried to get their task done even though they could not satisfy their customers. I guess their goal is maximization of their profit rather than maximization of customer’s satisfaction. I would recommend that all employees should communicate with customers more friendly and gently.    Employees were trained in some aspects but not in all aspects. They were well trained to make a food in short time but they were not trained how to deal with “special order”. I found the weaknesses of their customer services. I do not only say based on today’s experience but all experiences in McDonald. In the most of time, the employees in McDonald are not kind and gentle. They do not smile and tell the customer without respect. I can understand that it is a trait of fast food restaurant but they should be more trained to deal with their mind and feeling.       In the leadership, the manager made final action to complete my special order by writing “Big Mac sauce” with her business card. This leadership skill was not necessary for the workers but it is important to assign at least one person to have more accountability than other workers so the accountable leader could make a final decision in the emergency situation. The personnel would be better to shorten time and satisfy me more if he understands more about his ability in his position. Also, the female manager should be more patient toward customers and she needs to be gentler toward other coworkers as well.

-picture of the special food-