Welcome to McDonald’s Can I Take Your Order?
Being a vegetarian, I don’t think I’d ever ordered a hamburger in my life before today. And of course, when I do it has to be a completely twisted version of an order. It took me not one, but two attempts before I actually was able to complete the assignment, however the results were rather interesting.
Walking into the 47th street and 6th avenue McDonald’s, I knew I was walking into pure chaos. I was actually really nervous as I walked in because with a crowd of hungry, working people, I was afraid I’d get attacked for taking so long with my oh so specific order. But nevertheless, when my turn came, I began placing my order. The first thing that came out of my mouth was, “Now this may sound like an unusual order, but try and keep up with me.” I started off by order a small hamburger with five pickles, and made an effort to stress of FIVE PICKLES. The guy looked at me like I was retarded, to be honest. However, he said alright and asked me to continue with the order. But before placing the next part of my order, I asked to make sure he’d actually put “five extra pickles” on the receipt, but he stressed that he cannot specifically write five pickles. I again, urged him to put that on the receipt but he said it wasn’t possible for him to do so and gave me an alternative to write “extra pickles” instead. At this point, the cashier next to him was giving him the- Haha you’re stuck with the weird customer. Good luck-look.
After arguing with him for a good two-three minutes, I decided to go on with the order. I then asked for a small order of French fries (well done) with Big Mac sauce on the side. I again, requested that he put Big Mac sauce on the receipt, but he said he couldn’t. I mentioned that I’d gone to a different McDonald’s in the city and they had easily put it on the receipt (I had earlier attempted the extra credit assignment at the 23rd street location but lost the receipt). Yet he insisted there was no button on his cash register to add that on. Disappointed with him not being able to put the five pickles, I kept stressing the importance of putting the Big Mac sauce on the receipt, but couldn’t convince him for the life of me! I then looked at the woman next to him, getting the feeling that she is somewhat of his superior and asked her about the sauce. She then, not in English but Spanish said something to my cashier about Mac sauce being available in their McDonald’s. The little Spanish I had held onto from high school, I was able to understand their conversation, discussing how even though they can give it to me on the side, they don’t have a button to put it on the receipt. At that point, I understood that they really couldn’t place it on the receipt and let it go.
Once I’d placed the order, I took my receipt and saw they wrote “extra pickles” but not “five” and wrote, “small french fries” but not “well-done.” I knew writing five pickles wasn’t possible but I again attempted to have them re-do the receipt and at least have well-done written for the fries. However, the cashier immediately began taking someone else’s order and ignored me. Within two minutes, I had gotten the burger, however was told I have to wait five minutes for the well-done fries. Soon enough, I was given the small fries, but low and behold, there was no Big Mac sauce. I had to practically yell saying “EXCUSE ME” to the guy when he was running back to get other orders and asked, “Big Mac sauce?” He apologized for forgetting and quickly ran back to get me the sauce in a small cup, of course without a cover on it. At that point I was rather irritated and walked out with my order without giving him a second look.
I came back to work and immediately began writing my paper. And half-way through the paper I realized that in the assignment it clearly states that without getting the exact order written on the receipt, I wouldn’t get any credit. I decided to give it another shot and went to the McDonald’s on 47th between 5th and Madison. I noticed that this store was much less crowded, and bigger. I instantly felt I’d have a better experience here. I went up to the first girl that was vacant and began placing my order. I was met with the same response as earlier when she said that she couldn’t write five pickles. But when I insisted and she decided to ask her superior if it was possible. A little iffy at first, the superior fiddled with the cash register and was able to put it on the receipt. Next I asked for the small fries well done with Big Mac sauce on the side and she was able to easily put that on the receipt as well. I was pleasantly surprised at how easily my order was taken at this McDonald’s as compared to the one I went to earlier in the day. When I got back to work I saw that everything was correct, even the five pickles. Even though the first McDonald’s also had it correctly, the second one not only had the order correct but gave me no problems in writing it in the receipt as well.
Looking at the second McDonald’s I went to from a manager consultant view, the organization of the fast food chain was actually very good. I was able to see what was written as my order when I saw someone looking at the monitor with my order clearly written on it. Within minutes, my order was given in full and not in installments. The fact that wasn’t given any attitude and was able to receive my order without any weird looks was very nice (especially since I couldn’t mention why I wanted such a bizarre meal in the first place).
I only dealt with two of the McDonald’s employees but even between them the communication seemed very clear and to the point. The superior worker always listened attentively to me as well as the other employee when she was asked a question about the cash register being able to put something specific into the receipt. I would imagine that she’d get fed up and just say no it can’t but done, but she was actually very easy to deal with. She also patiently explained to my cashier how to put certain things down when she didn’t understand how to do so. This was a completely different experience compared to the McDonald’s on 6th avenue.
I wouldn’t say the employees were perfectly trained, as they should be able to put down whatever the customer asks onto the receipt if needed. However, despite their restrictions they were able to put down what I asked for onto the receipt. I think McDonald’s should begin training the employees to be able to satisfy any customer’s request regardless of how random or bizarre it may be. Although I have to admit, the employees I dealt with would get a 10 based on customer relations/satisfaction and I never felt frustrated or disrespected while I was placing and receiving my order.
The superior officer was the clear leader as far as this order was concerned. Even my cashier was the one who physically took my order and gave me the receipt/food, it was her superior who was helping her step-by-step from creating the receipt to making sure she places the Big Mac sauce with the fries. People think working at McDonald’s is the easiest thing in the world and needs minimum training, however after this assignment I must disagree. Regardless of what you may me servicing, it is vital that an employee knows his/her product and business functions thoroughly. After my first experience at McDonald’s, I honestly felt like I never wanted to go back as the employees there made me feel like they wanted me out of there as soon as possible. While the second one I went to, the people were extremely patient, helpful and as precise as possible.
Though this assignment started off on a really bad note, upon realizing the specificities of the project, I’m glad I gave the assignment another shot. To be honest, the first time I don’t think I pushed the employees enough as I felt embarrassed with all the people behind me waiting to get their lunch in a rush. However, when I went to the second McDonald’s, not having a crowd helped me calmly place my order with all the specifications. The sad part is, the first McDonald’s is probably the rule and the second the exception, as most fast food chains have a tendency to rush everything (hence FAST food). Overall though, places like McDonald’s need to improve their training and communication skills within the company and learn how to have an answer for every possible question the customer may have.
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