After thinking about this more, I'm even more furious! For once, I actually checked my order before I left the window. I've often been given the wrong order, but had no one to blame but myself for not checking. Today, I checked. And I still didn't get the right order. :lol:

I always have problems with our drive thru at McDonald's so now I just park my car and go inside. The order comes up correctly when you go inside. I thing all McDonald's put their slower employee's in the drive thru. Don't know why! Rockmom I have seen several of your post over the years and I just can not picture you going off. But the last comment the manager made would have sent me over and I would have went back in and gave her the rest of my two cent's. Have a great day! :dancingpa JD

When she said that you needed an attitude adjustment I would have turned around and threw that hot chocolate over the counter at her. I really hate stupid people.

When she said that you needed an attitude adjustment I would have turned around and threw that hot chocolate over the counter at her. I really hate stupid people.

 

 

I did throw it really hard down into the garbage can outside the store. :lol:

I always have problems with our drive thru at McDonald's so now I just park my car and go inside. The order comes up correctly when you go inside. I thing all McDonald's put their slower employee's in the drive thru. Don't know why! Rockmom I have seen several of your post over the years and I just can not picture you going off. But the last comment the manager made would have sent me over and I would have went back in and gave her the rest of my two cent's. Have a great day! :dancingpa JD

 

I thought about going back and continuing, but I knew what I would say would only make things worse. Sometimes, you just got to know when to walk away. :lol: (Me and Kenny Rogers )

RM, you're much better than me... That interaction wouldn't have gone quite so smoothly or nicely had I been in your position.

You can attest....have you ever seen me act like that? I'm so embarrassed!

I'm actually stunned...seriously. At the same time, you were completely justified in your reaction. Actually, most people would have gone postal, but that's not your style.

In the interest of full disclosure, I have a very ugly temper. I'm not at all nice when I'm angry. I do try very, VERY hard not to let it get out of control though. But....I did feel it was necessary to explain that I've been known to lose it. I'm one of those people who can be pushed far, but once over the edge, I'm out of control.

Anyone who owns business or is a manager should read the bolded part. Even if the manager believed beyond a shadow of a doubt that she was right what did she gain? Often times in business/customer service you have to chaulk up the loss as an investment in a happy customer.

This is customer service management 101. It seems so simple. I think RM just ran into some "future ex-employees."

In the interest of full disclosure, I have a very ugly temper. I'm not at all nice when I'm angry. I do try very, VERY hard not to let it get out of control though. But....I did feel it was necessary to explain that I've been known to lose it. I'm one of those people who can be pushed far, but once over the edge, I'm out of control.

Thank God I've never witnessed it....well, maybe once.

No, I only said exactly what I posted above. I did a lot of yelling in my car that contained un-family-friendly language as I drove to Heine Brothers to get my coffee and hot chocolate, thought. :lol: In retrospect, I should have gone with my original plan, which was food from DQ and the coffee & HC from Heine Bros. ::bunny:

 

I thought about calling or writing, but I really don't think it would make a difference. I figure they probably don't care about losing one customer (two if you count my daughter). EVERYONE is still going to go to McDonald's. I'm a raindrop in the ocean of McDonald's customers.

I have a friend who used to manage a Penn Station and last year about this same time I encountered a similar situation at the Penn Station on Btown Rd. He advised me to call the franchise manager and told me he would try to see if something did indeed happen. I did what he advised and later found out that both the manager and employee had to go through a training session on "customer relations". I know it doesn't mean much in the grand scheme of things, but I like to think sitting through a boring training session for several hours will at least make them stop and think next time they want to be a rude to a customer. I also received several free subs!!!

 

My best friend here in town told me a similar story of him and a specific KFC franchise that he eventually called and reported. He said a few months later when he went back it was a TOTALLY different place (though he feels he probably wasn't the only one reporting it). So I think you should definitely contact them.

 

P.S. That McDonald's is awful with customer relations as is practically every other fast food restaurant in this area (I'm looking at you Wendy's and Taco Bell). For the most part I avoid fast food like the plague but I've been in the car several times with friends when they picked up something. I think the one exception might be DQ, I love the people at that DQ, as they are always courteous and very friendly.

Thank God I've never witnessed it....well, maybe once.

I'm thinking I may have a time or two...

I thought about going back and continuing, but I knew what I would say would only make things worse. Sometimes, you just got to know when to walk away. :lol: (Me and Kenny Rogers )

 

 

 

If the manager has a conscience at all, she will mull the situation over later in the day and realize you were right. If not, you did all you could. The law frowns on shooting them.

 

You expect this type of behavior from the drive thru workers but the manager's actions were unexcusable. I think the fast food industry breeds this type of behavior by it's very nature. Too few workers, too little pay, too much pressure. You, as a manager in the service industry, were right to realize that customers often make unreasonable demands. Perhaps you were just the final straw in the manager's day. No excuse, just an explanation.

 

By the way, I have a friend who is a regional manager for some local Arby's franchises and he takes complaints seriously. A phone call to his office usually results in action. Might be worth calling McD's corporate number. If it were my manager I would appreciate being notified.

It's not a moment I'm proud of, but I totally lost it in my neighborhood McDonald's today. If you've ever been around me, or know me, you know I have an extreme consideration for people in the service industry. I have thousands of ways to excuse mistakes, etc.

 

Today, I go through the drive-thru, I order an Egg McMuffin meal, a breakfast burrito and a large hot chocolate. The lady repeats my order, and I drive forward. I pay at the window, and the lady is super nice. I drive up to the 2nd window to pickup my food, and the lady hands me my bag with food (which is correct) and a small hot chocolate. I told her I had ordered a large hot chocolate and needed my drink with my meal. She tells me "No". I said, "No?" Then, I repeated my original order. She then tells me I ordered exactly what she gave me. There's a long line, so I said I'd go around.

 

I go inside, wait in line and explain my situation to the counter girl, who tells me she has to get a manager. Then, I repeat my situation to the manager who tells me I got what I ordered. I explained that I understand how mistakes happen, and that I'm willing to just pay for another hot chocolate, but that I want a large one. And I want the drink that goes with my meal. She then tells me she doesn't understand, that I got what I ordered! I ask then, "Do I get a drink with my meal?" And she tells me no, because it's not on the ticket. I explain that I ordered a meal, which I understood comes with a drink. She then says I got a small hot chocolate. I tell her that was separate, and pointed out that it was at the end of my receipt, and that I'd paid an additional $1.99 for it. Now, I want my drink with my meal, and I want to buy a large hot chocolate. She says she doesn't understand, to which I raise my voice, and said "Forget it! I'll just take this! I don't understand what's so hard to understand!" And start walking out. From the time I turned away from the counter, till the door closed behind me, I could hear her loudly saying I needed an attitude adjustment, and that she's not the one with the problem. I was FURIOUS at this point, but I just left.

 

I'm extremely embarrassed that I let myself lose my temper like that. But for the love of Pete?! Was I wrong? Does a drink not come with a meal any longer?

 

No you weren't wrong at all. You asked them to correct your order, and even offered to pay the difference. That is pathetic on the managers part. This story kind of reminds me of my mother, maybe you two would get along.:thumb: But you're fine IMO.:thumb:

I think you are full in your rights and what you should do is to contact the franchise office about the manager so that future customers do not have to put up with this type of behavior.

 

I also think that WE should do the same thing when we have great customer service. Too many times we contact to complain but never to brag about the wonderful service we have received.