A successful company should know and satisfy what their customers’ need and want. Therefore, many companies spend many resources for their marketing to know what customers’ need and want. Many companies even offer customized product to satisfy customers’ personal need and want.
McDonald’s is the most famous fast food restaurant in the world. McDonald’s offer varied food to satisfy people’s need and want. For example, McDonald never sale salads before, but they begin to offer the salads several years ago to satisfy the people who want to eat healthily. However, I didn’t know McDonald’s also offer their customer order some special order until I receive this assignment. My job is order one small hamburger with exactly four pickles on it and one small order of French fries well done with no salt. In additional, I need to get a receipt which reflects this exact special order.
At April 08, 2010, I went to McDonald’s locate at 167 Chambers, New York. I wait about 2 minutes and began to said my special order at 16:41. I said, Good afternoon, I want to order one small hamburger with exactly four pickles on it and one small order of French Fries. The cashier repeated my order to let me confirm it. She looks not very sure my order. After I said yes, she went to talk to other staff in the back the make the order. Then she come back to ask, please $2.18. I said would you print me the receipt which reflects this exact special order. She changed money and gave me the receipt, but it didn’t reflect the French fries with no salt. I said, would you print the French fries with no salt on the receipt. She said, she couldn’t print it. I said, my friend order a same order last time and get a receipt which reflects this exact special order last time, would you ask someone to help you? Then one guy came to ask what I want and said he only can write down what I order because they don’t have keyboard to type it. I asked are you manger? He answered yes. At the end, I ask him to write down the no salt and he initialed it. The time is 16:48. It cost about 7 minutes and process by 3 staff the complete everything. I was treated friendly by the cashier not by the manager during ordering and waiting.
The order completed correctly. I will rate 85 of 100 for staff’s management process in my order. Effectiveness of the manufacturing process is good. The cashier goes to ask other staff to make the order before ask me get the money and change. The organization and communications are good because they work as a team, the manager support the cashier and the order completed correctly. If the order cost a little shorter time, I will rate the efficiency of their customer service better. At the end, I would like to recommend McDonald’s should repare some pen to their staffs because the manager took more than 30 seconds to get a pen to write the order on my receipt.
However, I find out the receipt only show no salt French fries but miss well done. Therefore, I went to the other McDonald locate at 26 Bowery, New York at April 23. I order the same special order. The cashier processes the order very similar as last time, but I will rate them 95 of 100 because they just use 4 minutes to completed the order correctly by 2 staffs. The cashier just wrote down what I order by her. One of the special of their communications is the staff speaks Spanish to each. I just want recommendation they should speak English that the customer will know how they process the order.
According to my experience of visiting two McDonald’s stores to order the special order. I think McDonald’s can do what their customers’ need and want, and the efficiency and accurateness are necessary for a fast food restaurant.
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