Tuesday, November 29, 2005

Appreciate This

Today The McChronicles went out on a rare solo mission. The Clinton, NY McDonald's served as the laboratory today.

  • Clinton, NY: store # 2499
  • Line Wait: 4.0 minutes
  • Order Wait: 1.0 minutes
  • Order: one hamburger, one medium Coke
  • Quality: Good
  • Service: Poor
  • Cleanliness: nothing noted, seemed fine

There were 3 people in line as I entered the counter area, with two lines/registers and, seemingly, a full crew in action. The line moved very slowly and there was virtually NO engagement with the customers. In other words, we were all left wondering why things were moving so slowly. Additionally, my order was extremely simple, and included only a drink and the trademark product - one hamburger.

So, why did it take one minute to pick up a hamburger that was sitting in the hopper and to fill one cup? Who cares why! It did.

And how can management not educate and empower their crew to be concerned with/responsible for the customer experience? Who cares how! That's the way it is.

The result? This "customer evangelist" was left feeling like I didn't matter. That I wasn't important, and that no one really cares.

But it's OK. A McDonald's spokesperson says, "we appreciate that customers who related to our brand are sharing their thoughts about McDonald's with others."

That's right.

The McChronicles: A blog about, not affiliated with, McDonald's.

Image: The McChronicles

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