When I first entered into the McDonald's restaurant located in my neighborhood, I was kind of nervous. I did not know how the McDonald's staff would react towards my order. To my surprise the staff was pretty accommodating, despite the fact that they thought I was crazy. After placing my order of McGangBang, I actually had to explain what it was to the cashier and her manager. They did not know what it was. The manager actually started to explain to me that it would be a messy sandwich and said that I would not want to eat that. However I persisted that they make the sandwich anyway. They finally agreed to make the sandwich and so I waited for the order to be complete. All the mean time that I spent waiting, the cashier that took my order kept giving me small laughs and kept trying to find out why would I want a sandwich like that. I didn't want to tell her that it was for a school assignment though so I just kept saying that I have a really hungry friend back at my house. However I don't think she believed me because immediately after I placed the order, I asked the manager to sign the receipt. At first she didn't want to do it, but I persisted with my nice looking smile and my irresistible charm that it was only to win a bet. After a few tries she finally gave in.
After placing the order, I was paying close attention at how the order was going to be made. I wasn't so pleased with the results. If I was to be hired as a management consultant to this McDonald's restaurant, I would definitely have some things to fix. First of all the wait time between placing my order and actually receiving it was very long. The staff actually ended up serving three other customers that placed their orders After me, Before me. The communication between the staff and the manager was terrible. The manager had to repeat the order to the employee that was making the sandwich at least three times. The employee thought that she was just making two different sandwiches of double cheeseburger and a mcchicken. The employee actually packed both of the sandwiches in two different bags. When the manager realized it, she immediately told her to unpack them and tried to explain yet again as to what the actual order was. It was pretty hilarious to look at because of the facial expression that the employee had on her face. Finally she looked at me, looked at the sandwiches in front of her, looked back at me, and with amazement attempted to make the order. My recommendation to improving their communication skills would be to possibly make out receipts for special orders that specifically state what the order should be. Manager should also be able to effectively communicate the order to her staff. I did notice that her tone of voice and her reaction to everything was very low, which could have possibly affected how the employee understood her.
The staff's organization was not very good either. Their food preparation station was filled with various orders and the staff actually had to recheck and unwrap some of them in order to make sure that they were the right ones. Not only that but after all the fuss about my order, it ended up being wrong in the end. When I explained to the staff in the beginning, I specifically told them that the Whole mcchicken should go inside the double cheeseburger. I even stated that the buns of the mcchicken should be in there as well. However when my order was finally ready, I unpacked it at the counter in order to take the picture of it, only to find that the order was not complete. Instead of placing the whole mcchicken inside the double cheeseburger, the staff only placed a piece of chicken in between the two burger patties. I almost burst out laughing because of how bad it looked compared to the picture that I saw before. However I didn't want to make the staff feel too bad, and so I didn't say anything, took the picture and left.
The manager of the restaurant could have definitely exhibited a little bit more leadership than she had. Since orders like mine don't come around too often, she should have either made the sandwich herself, or took particular care in supervising her staff that the order would be completed correctly. Even though McDonald's is not the most elegant or service friendly restaurant you could possibly think of, the leadership skills are still necessary in order to make sure that the customers are satisfied and keep coming back.
After having to wait over 7 minutes for my order, and watching three other people get served before me, I was a little frustrated and was happy to finally walk out of there with my messy sandwich. Of course I didn't eat it, I just ended up placing it on the train station bench since I was waiting for the train. After all that the sandwich has been through, I just didn't have the heart to throw it out.
After placing the order, I was paying close attention at how the order was going to be made. I wasn't so pleased with the results. If I was to be hired as a management consultant to this McDonald's restaurant, I would definitely have some things to fix. First of all the wait time between placing my order and actually receiving it was very long. The staff actually ended up serving three other customers that placed their orders After me, Before me. The communication between the staff and the manager was terrible. The manager had to repeat the order to the employee that was making the sandwich at least three times. The employee thought that she was just making two different sandwiches of double cheeseburger and a mcchicken. The employee actually packed both of the sandwiches in two different bags. When the manager realized it, she immediately told her to unpack them and tried to explain yet again as to what the actual order was. It was pretty hilarious to look at because of the facial expression that the employee had on her face. Finally she looked at me, looked at the sandwiches in front of her, looked back at me, and with amazement attempted to make the order. My recommendation to improving their communication skills would be to possibly make out receipts for special orders that specifically state what the order should be. Manager should also be able to effectively communicate the order to her staff. I did notice that her tone of voice and her reaction to everything was very low, which could have possibly affected how the employee understood her.
The staff's organization was not very good either. Their food preparation station was filled with various orders and the staff actually had to recheck and unwrap some of them in order to make sure that they were the right ones. Not only that but after all the fuss about my order, it ended up being wrong in the end. When I explained to the staff in the beginning, I specifically told them that the Whole mcchicken should go inside the double cheeseburger. I even stated that the buns of the mcchicken should be in there as well. However when my order was finally ready, I unpacked it at the counter in order to take the picture of it, only to find that the order was not complete. Instead of placing the whole mcchicken inside the double cheeseburger, the staff only placed a piece of chicken in between the two burger patties. I almost burst out laughing because of how bad it looked compared to the picture that I saw before. However I didn't want to make the staff feel too bad, and so I didn't say anything, took the picture and left.
The manager of the restaurant could have definitely exhibited a little bit more leadership than she had. Since orders like mine don't come around too often, she should have either made the sandwich herself, or took particular care in supervising her staff that the order would be completed correctly. Even though McDonald's is not the most elegant or service friendly restaurant you could possibly think of, the leadership skills are still necessary in order to make sure that the customers are satisfied and keep coming back.
After having to wait over 7 minutes for my order, and watching three other people get served before me, I was a little frustrated and was happy to finally walk out of there with my messy sandwich. Of course I didn't eat it, I just ended up placing it on the train station bench since I was waiting for the train. After all that the sandwich has been through, I just didn't have the heart to throw it out.
