How much for the ketchup?
Posted by: Roy in Business, customer service, feedback & reviews, management, tags: body language, catsup, christmas party, fast food, gestures, holy family, ketchup, macdonald, mcdonald, ronald mcdonald, service, sto. rosario outlet, take-out
Today, I went to a McDonald outlet near my daughter’s school to buy her food. It was their school’s Christmas party, I decided to just buy her food from the fast food instead of bringing some from our house (like I can cook a decent meal for baon).
Anyway, my daughter Angel is studying at Holy Family and there are many fastfood outlets near their school, so I guess there won’t be any problem.
So when I went to the said fast food outlet, there was really no problem aside from the long queue of parents who all opted to buy their children’s food for the Christmas party. There was a slight delay, understandable since there were many people.
However, the problem arise when I asked for ketchup. My kids take to ketchup like it was a soup, they want to have as much as they can. When I asked for the ketchup, the service crew said that it’s already in the plastic bag. True enough there were two of those small packets of ketchup. I told her, “can I ask for extra ketchup?” she murmured something which I didn’t understand, but I’m sure it wasn’t a positive comment as she wears a sour grin that gives me the impression that what I’m asking for is too much. She did give an extra ketchup - yes, that’s right just one packet!
I would like to for some more, but that unexpected ‘gesture’ surely is a great discouragement.
Does it have something to do with using students as service crew? Or is it just a reflection of the service training that these kids were given.
How much for the ketchup? Do we need to pay extra just to get another ketchup?
Obviously, ketchup is not really the issue here, but the reception and service they give to their customers.
Body language don’t lie.
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That’s pretty awful bro. I think there’s something wrong with how these new generations of service crews are trained. When I was once a service crew way back in College, we were told to always keep a smile - even if you’re tired.
When I was working - in the world of Marketing and Consulting - my Mentor only gave me two rules to follow:
1st - The Customer is always right…
2nd - If the Customer seems hard to deal with - and seems to be wrong - go back to rule number 1.
I agree with Bloggista…
I also believe that customer is always right because apart from the product, you also provide them with customer service. I used to be a ’service crew’ in my college years so this quite disturb me. Hey, a single packet of ketchup wasn’t a big deal to begin with.
Anyway Roy, the next time she did this to you. Go directly to the manager and say what happened. As a customer, you have the right to complain as the service crew that don’t obey with the customer service guidebook is subjected to suspension or termination.
Well, it was a hectic day with all parents buying food for their kids. kaya medyo nagmamadali ako. One more thing these people lack is projection, maiiwasan yung long queue at paghihintay ng 15 minutes (na lagi namang lagpas ng 15 minutes) if they have projection.
Besides, sa tutuo lang, di rin ako bilib sa mga managers ng mga fastfood outlet na ito.
we’re kinds lucky down here in cagayan de oro. i have never met an awful service staff from any of the fastfood chains. they are always so polite. sometimes though, i just don’t get how they mumble their “scripts”
para sa mga mommies na magcecelebrate ng Birthday Party nila sa McDo Pateros o kaya Baptismal Party paalala lang base on my experience nagcelebrate ng baptismal Party doon yung baby ko at walang kakwenta kwenta sabi nila may banner pero wala naman tpos ang mga tables pa dikit dikit at ang supervisor napakayabang nagpadagdag kami ng food kung umasta at ang service ng mga crew walang kwenta din grabe puro sakit lang ng ulo inabot namin 30 minutes inantay yung food samantalang fully paid namin yun ang linaw linaw ng usapan tapos parang isquater ang ayos walng kabuhay buhay kung hindi lang fully book Jollibee nagjollibee sana kami. yun lang kasi ang malapit sa simbahan. Ayoko ng maulit ang nangyari sa amin sa iba halos 10k nagastos namin tapos ganun lang haysss ang sama nila after ng nangyari never na akong bumili sa MCDO PATEROS. Yung ibang branch naman ng MCDO okay ang service. ano ba email ng customer service ng MCDO?? san ba ako dapat magreklamo?? di ko mkita sa web email add for complaints
ang saklap naman nun.
I checked website nila (mcdo Phil), wala ngang contact page, pati na rin yung international site nila.
I suggest you go directly to the DTI office to file a complain against them
Yeah, actually I’m a bit disappointed to their website as well. Considering the fact THEY’RE MCDONALD’s… No contact page and complaints, just pure promorions and deliveries. Is this their one way of saying we’re McDonald’s NA KASI? I was once a service crew of McDonald’s and the truth is, it’s 1 of the policies (about the ketchup packets) but I still remember very well that you have to explain it 2 d cust first and if they still insist, give them. I AM ALSO LOOKING FOR THE COMPLAINTS section coz I know their survey forms won’t help. managers can throw the negative sheets so I went to their website. It only says I am being logged then that’s it!!! That’s too much cost cutting though… (not hiring web developers for their site?)
Head Office Address:Mc.Donalds
Golden Arches Development Corporation
17th Floor Citibank Centre, Paseo De Roxas Avenue, Makati City
Telephone No.: (632) 888-8500