Service with a Smile…Or Not – The UGLY at McDonalds

For sometime now I have not paid much attention to my blog site.  Truth be told, I have been busy with work, family,…life!  But with baseball season starting soon, I figured I had a good topic to get me started again in April. 

However, today happened – and now I have a different mission to sink my teeth in.

See, in recent weeks, I have had the opportunity to experience the good, the bad, and the ugly of customer service situation.  Today was down right ugly, so I have decided to use my blog as a means to highlight some of the experiences I have had, and hopefully encourage others to do the same.

During most of my adult life, I have worked in one form of service or another.  Be it waiting tables in college, working at two different stores at the mall, serving as a customer service telephone representative, and for the past 18 years as a corporate trainer; I know the importance of good customer service skills.  During these experiences, I have also learned to be tolerant of people who serve in these roles.  Sometimes they can be a thankless job.  But despite this tolerance, there is no excusing my experience today.

My 13 year-old daughter and I had a busy day.  We are in the process of High School selection for her, and she spent the morning taking a practice entrance exam at one of our targeted schools.  Immediately after she finished, I had to drive her from the city of Wilmington, DE to Northeast, MD so she could attend her Music Theater class.  Unfortunately, there was no time for lunch before class. So when she finished, and before her dance theater rehearsal, we went to the McDonald’s in Northeast, MD on Route 40.

When we entered the lobby there were a few people strolling around, but no one in line.  As I looked at the counter with three registers, two of the registers had employees filling up the change dispensing units.  The center register was not being used.  Watching over this was the manager for the shift whose sole purpose was to “supervise.”

Not being sure where I should go, I stood about 8 feet back and waited for someone to invite us forward to take our order – but no luck.  They saw us standing there, but offered no apology, no “we’ll be just a moment”, or any acknowledgement at all.  After about 90 seconds, three other groups had gathered behind me.  Obviously not sure what was going on, the guy behind me inquired if I was in line.  I am certain the manager heard him, so I made sure she heard my answer as well.  I said loud enough…”Yes.”  At this point I looked at the manager who was giving me a look, and quietly shook my head a bit.  I was giving her the opportunity to do the right thing.

Instead of doing proper “Service Recovery” elements, she decided to vent at me.  Loudly she said, “I have to get change ready sir!  What would you have me do?  We got slammed at lunch and I must have change.”  This was totally uncalled for, and totally the wrong approach to take.

At this point, I turned my daughter around, announced loudly that we were leaving and going somewhere else.  I then shouted back, “With a smart-ass comment like that, you obviously don’t need my business.”  As I left the restaurant, my 13 year-old, obviously way more intelligent than this manager simply said, “There was no reason for her to be rude like that.  That was so uncalled for.”  Such brilliance from a brilliant girl!

I can only hope that a few of the others in line, and in the restaurant took notice and did like I did.  I must admit that I was stunned.  I can appreciate they were busy, and that maybe they fell a little behind.  I was even willing to wait – all I wanted was a little acknowledgement that I existed.

That manager was totally out of line.  She may not have cared who I was – but I promise you she will.  See, the power of the consumer is a powerful thing.  I think it is something that many of us don’t use enough.  There are nearly 50 families who are part of my daughter’s dance group – many of whom frequent that McDonald’s.  My daughter and I plan to let many of them know about our experience.  Afterall, they are not the only game in town.  Add on to that this blog, Facebook, Twitter, Buzz, etc., I have many opportunities to share my experience and to caution others from going to that particular restaurant. 

Will I shut them down?  Of course not!  But I will feel good venting about it, and maybe, just maybe, I can create some awareness about a McDonald’s that needs some improvement.

I invite you to pass on this story, comment about your own experiences, and share your personal good, bad, and ugly service experiences.  Let’s all start to use our voice!