- McDonald's -

Complaints and managers

In Reply to: Why manager? posted by Bengt on November 18, 1997 at 10:22:11:

: I agree with almost everything that you wrote, but I do have a question - Why talk to the manager?
: Why not empower the people who are working at your store? I can see no reason why a manager has to be called in all the time? In Sweden this is working out fine - try it, you might like i
: Good luck with your career

bENGT, THE CREW WE HAVE ARE ALMOST ALL YOUNG PEOPLE WE HAVE TRAINED TO TAKE CARE OF MOST COMPLAINTS.BUT, IF IT IS A COMPLAINT ABOUT SERVICE THE MANAGER SHOULD STEP IN, PULL THE CUSTOMER ASIDE AND TALK TO THEM. uSUALLY THE COUNTER PERSON HAS A FEW PEOPLE WAITING TO HAVE ORDERS TAKEN, AND TO KEEP EVERYONE FROM WAITING AND HEARING THE COMPLAINT THE MANAGER CAN SOLVE THE PROBLEM ON THE SPOT. I THINK THE CUSTOMER LIKES THAT, IT MAKES THEM FEEL SPECIAL AND TO KEEP THAT PERSON COMMING BACK TO PURCHASE THE PRODUCT. WE NEED THAT CUSTOMER TO BE HAPPY AND THE CREW PERSON TO NOT GET YELLED AT IN FRONT OF EVERYONE. THE MANAGER SHOULD ALWAYS BE ON THE FLOOR LISTENING AND WATCHING TO MAKE SURE NO ONE IS GIVEN BAD SERVICE OR BAD FOOD. BELIEVE ME, I AM PULLED IN ALL DIRECTIONS TO HELP THE KITCHEN,DRIVE THRU AND FRONT LINE. I WORK SHOULDER TO SHOULDER WITH EVERYONE. I LOVE IT!!IT EASES THE STRESS ON THE CREW PERSON TO KNOW THAT I CAN HELP THEM ANYTIME THEY GET INTO A BAD SITUATION WITH A CUSTOMER. THANKS

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