Rude Mcdonald's employee

I had a McDs shops this morning and encountered a very rude employee behind the counter. She wasn't rude to me directly but was extremely snide to other customers and was basically tossing food onto trays. An older gentlemen simply asked for his coffee and she snapped "I'll try to get your coffee but I can't do everything." Everyone nearby was sort of taken aback and looked at each other as if to say "Wow." One lady stated to the customers grouped at the counter "I'm afraid to ask for anything." There were also at least 10 people standing around waiting on their order. Mine took 11 minutes to receive.

I'm wondering how to put this in the report, or if I definitely should report it at all since she wasn't directly rude to me, other than tossing the biscuit on the tray without a word. It was more HOW she stated things than the actual words, so I don't really know how not to interject opinion in the report. And do I report what other customers said about her attitude and having to wait forever for their food?

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I was at a McDonalds on a shop several months ago and a manager was extremely loud, it's just that he spoke at a level where his voice carried throughout the dining area. I described him as "boisterous". I reported him, not for what he was saying, but for the fact that everyone in the restaurant could hear him.

He's still there, but he now speaks at a normal level...and he's also wearing a hearing aid now.

I would objectively report what occurred, especially the lady who said she was afraid to ask for anything.

.
Have PV-500 & willing to travel.
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There is a space at the end of each shop, walk in and drive thru, that is optional and asks for other observations, both good and bad. You can put whatever information you see fit to report into these sections. I would report what I saw about her general demeanor with the other customers there. I would also stress her lack of professionalism regarding how she gave you your biscuit. All that information is important, even if these shops stress timings. Just my opinion.

New shopper February 2013
Central and Southern Tier of New York
Yes, there is more to NY than NY City.
Any help is appreciated.

Thank you for the replies and suggestions. I forgot to mention that they were also serving coffee that wasn't even warm. When a guy told them he needed another coffee because it wasn't hot, a different employee just looked at him and went on to the next customer.

In the comments section:

The food presenter (description [?and name?] available upon request) responded to one elderly customer's request to receive his coffe with, "I'll try to get your coffee but I can't do everything," in a tone that most would use to express sarcasm. A customer behind me in line was heard to say, "I'm afraid to ask for anything." When presenting my food, this same employee tossed my item on my tray with no expression of thanks or farewell, turning away before I could retrieve my tray.
Another employee (description [?and name?] available upon request), when asked by a customer to receive hot coffee, turned away from that customer without speaking, and began to wait on the next customer in line.

When I read the training (just recently as I have only been doing these for about a couple of months), it specifically talked about that it wasn't what is said to customers but also how it is said.
A lot of the questions ask about if the employee spoke in a friendly way or with a smile and whether it sounds sincere.
No matter what it is said (even if it's "Hello, can I help you?) which by words only would be considered to be okay would not be okay because of the tone used so on these, they are asking for your opinion about this.

Shopping across Indiana but mostly around Indianapolis.

I would definitely include what happened, especially quotes like the one from the customer who was afraid to ask for anything, and the way that the other employee summarily dismissed the customer with the cold coffee. The client needs to know how the employees' attitudes are affecting, and probably losing them, customers.

Absolutely you should include this. McDonalds needs to know and is precisely why they're paying for us to do these shops.

Thanks again, everyone, for your input. I completed the report and included all the details of the bad service experience.

vicky5 Wrote:
-------------------------------------------------------
> Thanks again, everyone, for your input. I
> completed the report and included all the details
> of the bad service experience.

Any MCD shops that I gave negative feedback were questioned. Including a 5 minutes wait for serving 3 vehicles at drive thru. I challenged their request with a video of my own of the shop even if it was not a video shop. I have practice doing video shop at location like that. I won all the arguments. And I do not eat there food either. I moved to better burger, the uncle burger this month.

expect the unexpected

cherisepearl Wrote:
-------------------------------------------------------
> Any MCD shops that I gave negative feedback were
> questioned. Including a 5 minutes wait for serving
> 3 vehicles at drive thru. I challenged their
> request with a video of my own of the shop even if
> it was not a video shop. I have practice doing
> video shop at location like that. I won all the
> arguments. And I do not eat there food either. I
> moved to better burger, the uncle burger this
> month.

That was one of the reasons for my hesitation to include it. But why pay shoppers if you don't want the truth? They could lie to themselves a lot cheaper.

When I've noted bad service in these shops, I've not had them questioned as long as I was clear and specific about the particular crew member.

No fee, no shop.

Vicky, many of us have gotten additional questions on negative shops so don't equate clarification with them challenging the shop. Many corporations give a lot of weight to mystery shops and it is in everyone's best interest that the facts are clear before action is taken.

Equal rights for others does not mean fewer rights for you. It's not pie.
"I prefer someone who burns the flag and then wraps themselves up in the Constitution over someone who burns the Constitution and then wraps themselves up in the flag." -Molly Ivins
Never try to teach a pig to sing. It's a waste of your time and it really annoys the pig.

Ok, glad to hear it. I've had to put a negative thing here and there in a McDonald's report before, but not to this extent, so I wasn't sure how they would take it. I gave them the honest truth so hopefully it will be well-received.

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Rude Mcdonald's employee

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