To begin my journey to McDonald, I have to say that the philosophy of “the customer is always right” which is known for centuries in business world appeared to have a different standards in some McDonalds that I have visited. Another famous statement “the customer is a king” seemed to mismanage easily as well in these two places I visited recently. No matter which of these statements I carried out with me, it was not an easy task to buy “McGanGBanG” sandwich even in diplomatic approach.
Last Sunday was a beautiful sunny day that gave me some impression of enjoying a nice visit to McDonald located in 4th avenue and 37Street in Brooklyn. This McDonald restaurant was kind of steady busy, but not as usually in is this area. However, as I’m preparing myself by getting my little notebook and pencil with description of my sandwich ready, I was thinking how possibly can I introduce such an extraordinary order without creating any kind of weird attention around me. So I was careful in choosing the line of the most pleasant person, as she seemed to be. As I came to face her, I took a couple second before I placed my order: “can I have please McGanGBanG sandwich”, it was a quick reflection answer from her and said what? She turned to the menu board and said what is it again? So I gently described my sandwich from my little notebook and showed her a couples of pictures on my phone so she can have a full picture of what my sandwich looks like. The answer was we don’t have it, but you can make it, you have a double cheese burger and MCchicken sandwich in dollar menu, I said. Then she called the manager (Nereida) who said many things to me in Spanish after she heard about my order from Leila. The manager made a quick decision and refused completely my request, also she didn’t show any concern for trying to do anything about my order, even though I had described it to her that it is simply two items from dollar menu put together to form McGanGBanG. Her final answer was that she worked in McDonald for almost twenty five years and she never heard about such sandwich and she didn’t have to make since it is not in her menu board as it was described. Two other counter individuals were watching with a short smile and a face that indicate how weird it was my order. I have to say that the manager did not only lack communication skills, but also she lacked the ability to solve unexpected problem, not to mention her limited awareness of the customer's satisfaction priority in restaurant business. Unfortunately I decided to walk away since it became visible to me that there was no possibility for this manager to do anything.
After all, I did not give up and I went the following day to Bay Parkway Avenue and 67th Street location in Brooklyn where I was faced almost by the same result with a different altitude. The manager at this location seemed to have no experience in management at all beside a seniority that may granted it her position. Shedid not make any effort to open a clear conversation with me or with the counter staff Gabriela. She just took a quick look at my pictures and shouted “hill no” left two other stuffs laughing about it. Her approach was clearly inappropriate to call her manager. She did not take enough time to get more details about my order,she just rushed in responding “hell no” and then runway with her register she was caring towards the back of the store.Couple minutes later, she came back while I’m trying to convince Gabriela that “McGanGBanG” is just a double cheese burger stuffed with a McChicken sandwich from your dollar menu. I did insist to at least to make my order according to the description of this sandwich but she added that she wouldn’t pursue such sandwich.The front counter person was helpful and she proposed to make it with exception for me to put it together. Of course that will not serve the purpose, and unexpectedly Rosanna (manger) was so skeptical about the whole thing and she showed that her leadership was not a model one compare to what McDonald’s mission statement is. Not to mention her attitude about the signature request, she acted so smart-withSarcasm - about it as if I’m asking her to sign a blank check. However, she added that she does not have enough power to call for such sandwich since it is not in the menu which was same excuse the previous manager from first store gave me. I couldn’t imagine what kind of management training McDonald had given to these individuals. I do know that McDonald established “Hamburger University” as a Center for training of mangers and leadership of owners. I myself was promised to attend this university when I was hired as manager in McDonald located in interstate 87(Upset New York). However, so far I don’t see that these two mangers have yet to receive an appropriate management training and particularly and any problem solving training. It seemed to me that the management processes has not been maintained properly because the communication approach failed to have connection to understand what was going on before making such quick decision. And if they took some time and called their store’s manager or their supervisor, I’m sure they would have a satisfied answer.
Finally, it became clear to me that I should go with my second option of ordering the cheese burger with five pickles, well-done small French fries at same location. After I stressed to run out my order as it is, the fives pickles idea was a strange specifically when I requested to be indicated in my receipt. The front counter person called the manger again and she replied that it will say extra pickle but not five pickles. Then she turned to the cooking area and showed to put five pickles in my burger but she run the receipt with just extra pickles. The front counter staff was not satisfied as I was but she couldn’t object her manger. At this point I my annoyance start to rise because it was not such a difficult thing to do more than to run my receipt with all the description I requested. As I noticed from a previous order (McGanGBanG), this manger’s communication approach was far away from showing any appropriate leadership. So I end up paying for another cheese burger to avoid any contact and I suggested entering extra pickles five times in order to see 5 on the receipt. The French fries order was done as it request, but it written as no “sauce” instead “no salt” which is the key used for such request. I did hold the line for a while because the process that was not guided by the manager, the next person on line got the burger and I got the receipt with five pickles on it.
I have no doubt that these two managers were promoted under their seniority rather than the experience or any kind of management training. The organization effectiveness by these two managers was not up to the level of what McDonald is known by, they also failed to have a suitable communication that can lead them to understand and take appropriate steps to solve the problem imposed by a customer. Gabriela and Leila showed more concern to the problem much better than the managers who supposed to show a true leadership. I’m wondering if the store managers or the owners are aware of how they appointed a shift manager, and under what measures they promoted their employees? It’s seemed to me that the seniority is the main standard to such position in these restaurants I have visited. And from my experience in McDonald management, I worked with such typical manager who worked in McDonald for a long time and have granted this position(manager) due to his seniority. However, it is encouraging to reward the loyal workers by offering them such opportunity in management career, but it must be granted along with an appropriate process and training. Communication is a crucial skill for one to be a manger and it cannot be gained. As matter fact, communication skill must be learned; therefor these McDonalds must stress these skills throughout an educational program followed by a periodically training in how to handle and solve unexpected problems. Good communication skills can set a good connection with customer and with a staff as well. In addition, a report of what happened in each shift must be briefly shared my all management’s personnel to learn from any mistake, or to address any infrequent issue. These measures will not only improve their managerial skills, but it will also increase their awareness of a various situations so they can be prepared on how to take appropriate steps to solve the problems.
From my experience in food business as a manager, for long time, and as a co-owner to a restaurant twice, I can say that it is not an easy business one can manage, and I believe that a manger should have a strong communication skills along with thorough training on problem solving, because the management in food business-in general- is faced with various problems on daily basis.
Again management is life learning ...
