"Put a Smile On!!"

When I was first presented with this assignment truthfully I did not know how this can actually inform us about the management process. After putting it off for a week or so (to save myself from embarrassment), I finally built up the courage after my last class to go to the McDonalds on 34th street and 7th Ave in Herald Square. Before I even went in, I took a minute to observe the McDonalds, checked how efficient the cashiers attended to their customers, and briefly waited for what I felt was the right moment to perform the task of: Ordering a cheeseburger with exactly 5 pickles on it, and a small order of French fries well done with Big Mac sauce, and that it has to show on my receipt.
When I first approach the counter to place my order, I told the first cashier exactly what I needed. As soon as the words came out of my mouth, she told me that she didn’t understand what I was asking from her. It could have been the fact that English was not her first language, and she really has never heard an order to this degree before. Soon after, she asked for another attendant if she could help with my order. When I told her, without hesitation the first thing that came out of her mouth was “It can’t be done”. I insisted that it was possible and that it has been done before, and she still insisted that it can’t be done. She was looking at the computer for quite some time, and then the line behind me began to build up. The manager, (I am assuming because she was wearing a different shirt) came up to the cashier and asked what the problem was, and what I needed help with. I told her my order, and she even insisted that it can’t be done! At this point I thought that I was going to fail in getting the order done, because even the manager whose job is primarily to over look the process of that particular McDonalds told me NO! However, even though my doubts were high, I still persisted to get what I wanted. After I insisted yet again, the second employee began to play around with the computer. Several times through the transaction she still complained that what I was asking was ludicrous. However, she finally got the second part of what I wanted, which was the French fries. She told me that she could put well done, and then she asked me what kind of sauce I wanted. I told her Big Mac sauce, but she told me that this wasn’t an option for her to put down. I told her that as long as it says sauce, then I will be happy. After playing around with the computer she said I can but barbeque sauce, I told her that it wasn’t what I wanted and that if you can just put sauce that would be better. At this point, the line behind me was to the door, and the customer next to me (who wasn’t all there if you know what I mean) began to laugh at me, and was telling the employee to get my order done. The customer next to me, who I don’t know if she was joking around or if she was being serious, was laughing and insisting that my order get done. I found this very interesting because it was reinforcement for the employee. It was like she was indirectly telling the cashier that she didn’t know how to do her job. Soon after the cashier got my order for the French fries, and then asked what else I wanted. I told her that I want a cheeseburger, with 5 pickles on it and it has to be on the receipt as well. She told me, “Is it ok that I just put extra pickles” and I told her no “it has to say 5 pickles!”. After she was done she proceeded to take french fries that were already cooked, and put them back in the deep-fry for me! And then I think I heard her curse to the employees in Spanish about me, saying that I needed a burger with 5 pickles. No sooner did I get my order in a bag, opened the burger there were five pickles like I asked, the fries were darker than usual, and she provided me with a cup of Big Mac sauce. I looked at the receipt that was in the bag, and it had all the credential on it, and it even says “Add Big-Mac SC” under the fries, which I think we established in class that they couldn’t. Of this whole process they got me what I wanted and I left “With a Smile On”.
In the process of getting my food the organization process was somewhat effective. When they took my order they didn’t seem that they were ready for a unique order like mine. Yet after much persistence they were able to perform it, and I received my food very fast and efficiently. If I were the manager what I might change to better accommodate customers like myself, would be to inform employees of possible solutions rather than just saying no. At the TD-Bank where I work, we thrive on customer service. We abide by certain principles in order to achieve excellent customer service in any situation. The principles are listed with the acronym SMART:

•S- One to say yes, two to say no. If a customer comes in with an out of norm request we are instructed to never tell the customer no as our first response, we have to bump it up to a supervisor to see if anything can be done.

•M- Make every customer feel special- Make every customer feel special by going out of our way or out of the norm to accomplish the customer’s request.

•A- Always keep a customer promise- If you make a promise to a customer it gives them high expectations. If you can’t carry out that promise it causes bad implications, therefore never make a promise you can’t keep!

•R- To err is human to recover is divine. We learn from our experiences so we must not dwell on our mistakes rather learn from them

•T-Think like our customer. Think like a customer when helping a customer!This allows you to sit in their shoes. This basically tells us treat a customer like you would like to be treated when you walk into an establishment.

If they would abide by these principles it would insure customer excellence for that McDonald's, or any customer transaction you carry out.
On the level of communication among employees I have to say this is where the establishment lacked the most. When one employee was confused, she passed it down to another not even trying to learn from the given situation. Then a manager walked over and didn’t even attempt to try to make my receipt or help, leaving the second cashier to burn in the midst of this request. If I had to improve communication, I would suggest that they try and work in a “TEAM” environment, pledge to help each other, communicate with each other, and ultimately work together to achieve any task for maximum satisfaction for the customer.
In the training aspect of the transaction, the cashiers were not prepared at all for what I asked them. Their main weakness, was saying “no” to quick, and not asking other employees for possible help to mediate the situation. On the aspect of making the burger and fries they did do a good job, and if you must know it tasted delicious. One of the main issues I noticed was the lack of leadership at this McDonald's. No one took the transaction as a challenge to try and help me. Even the manager whose main task is to over look the process there did not show any leadership qualities, actually if you must know she was the worst of all three of them. I must give credit to the one cashier who was able to perform my order; she took the challenge and really looked to see if she could help. Though she wasn’t happy (hence why she cursed in Spanish to the people making my food) she still performed the task as a challenge. Leadership is a key skill not only at McDonald's, but anywhere you work. From my own experiences, any job I am given I try to master it, and carry it out treating everything I do with 100 percent. I do this because I take great pride in anything I am assigned, and I don’t want to be known as the person who couldn’t do the job. No matter what job you adhere to you must assume leadership skills, it is vital for promotion opportunities, pay raises, bonuses, and even your reputation as an individual.

What can we learn from this task? Going into this assignment like I said earlier I was unaware of what it means, or why we were doing it. However, after accomplishing it I really took notice to all aspects of the Management process. I can reflect now from the things I have learned here, and now work on any problems I may have with my own customer service knowledge. The management process is everywhere, and it is the people involved that can make or break it.


Cheers
Marco