When you think of McDonald’s I bet you can hear their theme music in your head mixed with their “I’m lovin it” slogan that reminds you of the commercials filled with helpful employees, happy customers, and fresh and delicious food. Many of the locals in Harrisburg Pennsylvania have made a stop or two at the McDonald’s located in Harrisburg’s Uptown plaza on 7th and Division St. and the location on Front St. These locations have been around for many years and have undergone major reconstruction within the last five years, to update the buildings and give their locations a fresh new look.
From the outside looking in these locations seem very inviting with outdoor seating, maintained lawns, and clean windows, but all that changes as soon as you enter the second set of doors. The building may be fresh and up-to-date but their employee’s job etiquette training and customer service skills have expired. Yes, you may be employed through McDonald’s and referred to as a McDonald’s employee, but that name tag has your name on it, your face has your face on it, and your attitude and behavior is not just a reflection of a multi-billion dollar company, but more importantly it’s a reflection of who you are, where you’re from, how your parents raised you, and how you intend to raising your children.
McDonalds is a place of business, it is not a playground, after school practice, or let out at Double D’s. People come here to get fast food because they need it to be fast. They have places to go, people to see, and things to do. Nobody wants to wait until you’re done chasing your friend through the dining area, or update your Facebook status , or wait for you to finish flirting with a co-worker. Customers want to place their order, wait four minutes, and leave or have a seat, and as an employee at McDonald’s you are getting paid to do just that.
Even more recently I made a stop at the McDonald’s on Front street in Harrisburg where I was given the worst customer service I have ever had. The cashier was very rude and poorly trained on the food items that
McDonald’s provided. When I asked her what comes on the BLT sandwich? She responds, “I don’t know”. She then motions to an employee who seemed to be on his lunch break and waiting for his order, “you make sandwiches what comes on that”? The co-worker wasn’t too sure himself, but he at least tried to tell me something. Then immediately they continued their conversation. The cashier was so caught up in a discussion with the co-worker on his lunch break that she never heard me make my selection, she never made eye contact with me, and she almost missed putting my change in my hand because her conversation with her co-worker was more important than me, the customer. I felt like I was being rude by placing my order, as if I had just walked into someone’s home without knocking.
Working in customer service means you must have or quickly learn good customer service skills; so that when you have a customer you are ready to give them the experience they came for and satisfy their needs. These locations seem to be training employees to put the customers last.
I have a long time love for working in fast food and the food and beverage industry and a lot of respect for those who do it well because you can gain so many useful skill sets that will take you very far in life. Just ask comedian D.L Hughley, singer Seal, Jay Leno, Country star Shania Twain, and Pink just to name a few successful people who have had jobs at McDonald’s.
We can say these employees need new management, we can call employees lazy and immature, or perhaps McDonald’s as a whole has forgotten their vision and their mission. One thing for sure everyone in these two locations need to upgrade their customer service skills along with the new buildings because the community is not “lovin it” and in the long run this carelessness on the job behavior and lack of customer service training could really hurt a lot of people in the community if these locations where to get shut down.