"The band has been packing the house each week for nearly two years. The music starts at 7, but people start claiming their seats around 5. Anyone arriving after 6:30 will probably have to stand."
That doesn't sound like a McDonald's ... but it is. The McChronicles has often wondered why McDonald's doesn't do something like this. We now see that a few of them do. Every region should have something like this - at least during the summer. Find out more about this awesome concept.
Monday, March 28, 2005
Thursday, March 24, 2005
Great Service!
A McChronicles team FLEW through the New Hartford, NY drive thru at 1PM today. The cars ahead moved right along, the order was taken professionally, the sandwich looked and tasted perfect, and the people were very polite.
A McChronicles pet peeve is being handed a dripping cup of soda and having to contaminate a cupholder with the mess. During this visit, the outside of the cup was perfectly dry. Very much appreciated. Good job. Thank you.
A McChronicles pet peeve is being handed a dripping cup of soda and having to contaminate a cupholder with the mess. During this visit, the outside of the cup was perfectly dry. Very much appreciated. Good job. Thank you.
Time For A Little Spring Cleaning (Please)
Over and over again the McChronicles is reminded (in visits to numerous McDonald's) that the management feels it is acceptable to expose the customers to mops, brooms, mop buckets, abandoned "danger" signs, rakes, racks, snow heaps, and the such. These can be found both within and outside of the stores, in the drive thrus and in the dining rooms.
Once in a while it is understandable (like with the case of the ice-damaged rain gutters at the New Hartford, NY store - they have been picked up). But when it is an every-day occurrence it just subtracts from the experience.
It is so easy to eliminate the negative impact that customers receive. McDonald's, please show some pride and clean house.
Once in a while it is understandable (like with the case of the ice-damaged rain gutters at the New Hartford, NY store - they have been picked up). But when it is an every-day occurrence it just subtracts from the experience.
It is so easy to eliminate the negative impact that customers receive. McDonald's, please show some pride and clean house.
Wednesday, March 23, 2005
Small Problems
Location: Greenville, SC
Store Address: Woodruff Rd & Highway 14
Time: 1 PM
Outside Appearance: Overall good, but there was some misc. trash in the parking lot.
Service Time: 1 minute 58 sec
Stated Order: 2 cheese burgers, 1 small fry and a small drink to go.
Order Filled: 2 cheese burgers, 1 Med fry and a small drink to go. Loose one point for not listening to the customer.
Overall Customer Rating: Good
Summary:
On the cash register, a text message stated that the average service time was 58 seconds. The McChronicles' order, start to finish timed out at 2 minutes, 10 seconds. The average is one thing. The standard deviation is also a key issue.
The dining room looked good with one exception. Trash was piling up on the trash bin. Chronic issue: Often the trash does not slide easily off the tray. The McChronicles notes people just leaving the whole mess on the top of the bin - versus fighting with it. Loose one point.
Upon opening the bag, the field reporter was greeted by:
" a perfect pack job. Not a single fry out of the corral. The wrap job on the cheese burgers was 10 for 10. Add five points!!!!!"
During this visit expectations were met. The experience was rated "good". The crew did their job right, nothing extra. Key points that the Field Team noted include (what really matters to customers):
Store Address: Woodruff Rd & Highway 14
Time: 1 PM
Outside Appearance: Overall good, but there was some misc. trash in the parking lot.
Service Time: 1 minute 58 sec
Stated Order: 2 cheese burgers, 1 small fry and a small drink to go.
Order Filled: 2 cheese burgers, 1 Med fry and a small drink to go. Loose one point for not listening to the customer.
Overall Customer Rating: Good
Summary:
On the cash register, a text message stated that the average service time was 58 seconds. The McChronicles' order, start to finish timed out at 2 minutes, 10 seconds. The average is one thing. The standard deviation is also a key issue.
The dining room looked good with one exception. Trash was piling up on the trash bin. Chronic issue: Often the trash does not slide easily off the tray. The McChronicles notes people just leaving the whole mess on the top of the bin - versus fighting with it. Loose one point.
Upon opening the bag, the field reporter was greeted by:
" a perfect pack job. Not a single fry out of the corral. The wrap job on the cheese burgers was 10 for 10. Add five points!!!!!"
During this visit expectations were met. The experience was rated "good". The crew did their job right, nothing extra. Key points that the Field Team noted include (what really matters to customers):
- Optimal toasting on the bun, take note of the bun edge
- The perfect distribution of salt granules on the fries
- Messy dining room
McChronicles Note: (and we find ourselves asking this over and over) Why does it take so long to deliver a 2 cheeseburger special? A standard product right off the menu board should be FAST!
Dawna Lentz Follow-Up (Abandoned Quiznos)
See the posting below on the abandoned Quiznos. Then follow this link for some resolution on the story. What a heroic story of devotion to a store and to the customers.
Tuesday, March 22, 2005
Clinton, NY: Looking Great!
Winter is rough in Upstate New York. The region is just thawing out - and as the snow and ice recede, McDonald's exteriors and landscaping are exposed. You'd think that the stores would look really bad - and many do. But the Clinton, NY store is an exception. The colors are vibrant, the landscaping is clean and orderly, and the place looks festive!
The McChronicles suggests that the Clinton team lend a hand to the New Hartford, NY store and help them:
New Hartford offers GREAT service, they just need to clean up.
Great job Clinton!
The McChronicles suggests that the Clinton team lend a hand to the New Hartford, NY store and help them:
- remove the ice and snow from the sidewalk and parking lot
- remove the cleaning equipment from the drive thru area
- mop the floor
- clean the parking lot
New Hartford offers GREAT service, they just need to clean up.
Great job Clinton!
An Avatar of Customer Devotion
An incredible story is told in the Seattle Times (written by Shirleen Holt). You've got to read about the dedication and commitment of a young Quiznos manager as she endured total abandonment by her store owner. She kept the store open in spite of amazing odds. The McChronicles LOVES this kind of commitment. Kudos to Dawna Lentz.
Inconsistent & Damaged
Greenville, SC
Woodruff Road
Online Time: Not Reported
Order Wait: 1.25 minutes
Quality: Great
Service: Fair
Cleanliness: Good
Theme: Local College Colors
The field team reported that all went fairly well during this visit. The cashier asked if the order was "for here or to go" three times (annoying). As for the sandwiches, we quote, "One cheeseburger with hasty wrap job and looked slightly mishandled (ie crushed)".
But, is this OK? What if your bank teller asked you if you wanted your money in tens or twenties three times? What if your bills were wadded up? Why do we accept this? Why do McDonald's managers allow this? Why do the company's executives allow the franchisees to get away with this?
As customers, we seem to be expected to accept it.
The field team ended their report with this suggestion:
"Point to ponder: McD's could maybe consider upgrading the quality of their buns and fries. They seem flimsy in comparison to other fast food places. (Hope this is not considered bashing - meant as constructive criticism." True McChronicles form - passionate, positive, constructive, and loyal to McDonald's. Thanks Team!
Woodruff Road
Online Time: Not Reported
Order Wait: 1.25 minutes
Quality: Great
Service: Fair
Cleanliness: Good
Theme: Local College Colors
The field team reported that all went fairly well during this visit. The cashier asked if the order was "for here or to go" three times (annoying). As for the sandwiches, we quote, "One cheeseburger with hasty wrap job and looked slightly mishandled (ie crushed)".
But, is this OK? What if your bank teller asked you if you wanted your money in tens or twenties three times? What if your bills were wadded up? Why do we accept this? Why do McDonald's managers allow this? Why do the company's executives allow the franchisees to get away with this?
As customers, we seem to be expected to accept it.
The field team ended their report with this suggestion:
"Point to ponder: McD's could maybe consider upgrading the quality of their buns and fries. They seem flimsy in comparison to other fast food places. (Hope this is not considered bashing - meant as constructive criticism." True McChronicles form - passionate, positive, constructive, and loyal to McDonald's. Thanks Team!
Come On!
Here we go again!
The McChronicles team has filed numerous reports of sub-par product quality recently. Most of these reports occur when there is extremely low customer traffic in the store (no rush) and when the sandwich was prepared to order.
The basic issue is that the products are crushed, smeared, messy, and sometimes have the stuff that's supposed to be on the inside on the outside!
At the risk of repeating an earlier posting, this is a very poor reflection on the overall quality of the product and the company. Customers are picky - they appreciate good quality. They all think they are buying the items depicted in the ads and on the menu boards. It is NOT OK to sell them something inferior while accepting full price.
The McChronicles team has filed numerous reports of sub-par product quality recently. Most of these reports occur when there is extremely low customer traffic in the store (no rush) and when the sandwich was prepared to order.
The basic issue is that the products are crushed, smeared, messy, and sometimes have the stuff that's supposed to be on the inside on the outside!
At the risk of repeating an earlier posting, this is a very poor reflection on the overall quality of the product and the company. Customers are picky - they appreciate good quality. They all think they are buying the items depicted in the ads and on the menu boards. It is NOT OK to sell them something inferior while accepting full price.
Sunday, March 13, 2005
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