Some Fastfood isn't really fast at all.

I writing this to get it out of my system once and for all.  I stopped by McDonalds a few days ago.  Not 1 McDonalds but 2 McDonalds.  There was a drive thru line wrapped around the building.  I didn't think anything of that because this particular store I stopped by 1st is usually very fast at moving their lines.  So I got in line.  I started thinking about what I was going to order, so not to take a long time at the order menu and thus delay me in getting my food any quicker.  

Oh by the way, I was on my 1 hour lunch break at my job during these visits.  So I finally get the menu board to place my order.  I checked the time, and 19 minutes had gone by, and I had not even given them my order yet.  I was a bit frustrated by this point, but since I knew exactly what I was going to order, I thought to myself, as long as someone competent is taking the order and passing out the food all will be well.  I wanted another 1 minute before the cashier finally asked me for my order.  Apparently I was talking another language, because when I said, I would like a #10, a #4 and a #1 all supersized, the drinks will be 2 sprites, 1 dr. pepper, all No ice.  

Then the cashier said to me, before I could give her the rest of my order, okay, you want a number #10, a #4, and a #1 and as she was ringing up the order, I noticed on screen that she was ringing them all up regular sized.  She didn't ask me did I want a pie, did I want them supersized or anything, she gave me my total and I was supposed to drive up to the window, but mind you I wasn't done ordering.  I told her over the mic that I wanted the orders supersized and she responded back that she would take the rest of my order at the window. ...... What the HECK?  I thought to myself....  So at that moment I made a decision to go to the McDonalds about 1/2 mile away.

I get to the 2nd store.  The same thing.  I check my time again, and 32 minutes had gone by.  Just over half my lunch break.  There is a line wrapped around this 2nd store as well.  But there is a big difference.  There was for 1 a very competent, professional cashier, and the second thing they had was a very competent, professional expeditor.

How do I know these people had been properly trained?  I'm glad you asked.  Many many moons ago, I started out working at fastfood restaurants.  The main store I worked at was Burger King and we were the number #2 store in the city because we had a very capable competent store general manager that cared about the store so much that he took the time to properly train his staff and employees on how to properly take orders, suggestive sell, and most of all how to win over an upset or angry customer, simply by keeping calm, cool and collective the entire time, while ensuring that 1 their order that was mistakenly messed up was personally handled by himself or one of his assistant managers or supervisors.

As an cashier; they are supposed to be polite, courteous and good customer service is demonstrated by the following:

1. Repeating back what is heard over the mic (to ensure accuracy of the order).

2. Suggestive Selling (whatever a customer didn't order, make the suggestion to them).  For instance if they order  a burger, fry and a drink, offer a hot apple pie, or a refreshing parfait, or hot fudge sundae, depending on what you the restaurant sells and of course the season that you're in.  It doesn't make a lot of sense to suggest or offer a hot fudge sundae in the middle of winter, but instead a hot apple pie might be a good added treat.

As an expeditor should be mindful that if you overfill a beverage, that the sides of the cups will be wet and soon become sticky if they are not dried off with a napkin.  They should repeat the order back to the customer a final time, not to be redundant but as a final reassurance that that customer's requests were properly honored.

Okay back to the story, so I placed my order for a second time, but before I did, I asked does that particular store give the pies for paying the extra to supersize the order.  The cashier responded yes, sir we do.  I said okay, let me get a #3, a #4, and a #10 all supersized, 2 sprites, 1 dr. pepper all with NO Ice and 1 mcchicken sandwich.  So the repeated back to me exactly what I had just told him.  Once he did that, I realized that I made a mistake, I wanted a #1, a #4 and a #10.  So I apologized and started, my bad, I meant to say a #1 instead of a #3.  So the cashier, just for accuracy sake, repeats my order back to me.  Then he asks did I want anything else today, he could have suggestive sold something else like their cookies, but he didn't; but the point was he did ask did I need anything else.

My response was no, you got me.  He told me my total and asked me to drive up.  When I got to the window I was still ticked by my previous experience.  I had to ask the cashier at the 2nd store, was there anything Hard about my order?  He answered no nothing at all.  I told me I was just down the street at the other store, and ordered the exact same thing, but was so upset that I drove off and came to his store.

This is very key in winning customers over.  I used to be a drive thru cashier and used to keep customers coming back to our store, because we would get their orders RIGHT and within a quick amount of time.  Now this guy didn't do what I'm about to share, but here it is.  Whenever other "same" restaurants would mess up customers orders, I would ensure I take a little extra time to ensure that I repeat the order back to them, suggestive sell them and thank them for not giving up on the "BRAND" and tell them that the next time the want it RIGHT the first time, they should come to the store where I worked and we will treat RIGHT everytime.  I actually had repeat customers that would specifically ask if I was working that day, because I treated them so well, and as I used to phrase it "Keep them with KINDNESS!"

Times sure have changed since I've worked in fast food, and although I don't run this particular restaurants employee training program, something needs to change and quickly.  After all, I am the one who contributes to everyone getting paid as a consumer.  If I decided alone to stop buying there, it wouldn't hurt them, but if 1,000 to maybe 10,000 people in my same city or even across the globe decided to stop giving them their business for an extended period of time.  Then that would make a serious statement and the Corporate GIANT would wake up, take notice and implement immediate changes.

What are your thoughts?  Thanks for reading, listening and please know, I'm okay now.  I was actually better that day, after visiting the 2nd McDonalds as I had my food in less than 5 minutes, from placing my order to receiving it.  And it was all correct, hot and at the time I ate it delicious.