In the three hours I have been sitting here:

a manager (with a family of three children sitting in the dining room) yelled "Well F**k him, he can go f**k himself"

a customer is at the register right now and the girl who is supposed to be taking the order is sitting with her boyfriend at the next table as he grabs her butt, she just called for another worker to take the order

that same worker who is a pregnant teenager (before anyone thinks I'm slamming anyone I'm not, I had my daughter when I was 17) was discussing (as customers waited for their food) "yeah we still do it, i just roll on my side so he doesnt lay on my stomach"

another worker said loudly "oh God, look out the window, the Mexican family is coming in.

I think between all the workers, they have pretty much offended anyone they can possibly offend.

Edited 1 time(s). Last edit at 04/02/2011 01:37AM by lisams901.

O.M.G. I know this isn't funny, but I can't help but laugh! Truly, truly horrible! But, NOT on the form!!!!

I was actually thinking about this just the other day, that the questions asked are often astounding, and the ones overlooked, equally so! So many times, the shop requirements and/or forms do NOT match the experience of a real shopper. I almost created a topic about it.

[www.bk.com]

gives you the phone number to call and register a complaint. Looks like the silly ninnies don't provide a toll free for Customer Relations, but still seems to be worth a call. If you were there on a BK shop it is a little touchy, but reporting crew inappropriate language and conversations, where they are not covered items on the survey, is probably worth the call anyway.

I honestly thought this was a joke, but not so funny...that Manager needs to be fired.

One thing that came to mine while I was there is that McD's is shopped regularly and the employees know this. One of the questions on the form says something about were the employees behaving professionally (not in those exact words, but something like that.) I've never seen the sort of behavior from McD's employees that I saw at BK.

Edited 1 time(s). Last edit at 04/03/2011 06:22PM by lisams901.

I did a McDonalds shop in south central LA and they were behaving in a similar fashion. Every employee inside the location was Mexican and yelling back and forth in Spanish. My Spanish isn't perfect, but I identified some inappropriate words in the banter. I included some quotes and rough translations in my report.

I returned a month later, and there wasn't any noticeable difference in behavior. Some location's management don't take costumer service as seriously as others. I've especially noticed this in lower income areas.

I did another shop for Ace Hardware in the same neighborhood. I approached an employee, later identified as a manager, and waited for him to make contact with me. He turned around, and with a disgusted look on his face hissed, "What?"

What's deemed "appropriate" varies from culture to culture. Us privileged Americans like to be pampered by people in the "service" industry. We want eye contact, smiles, and people kissing our asses. Mexicans in Mexico, however, just want somebody there to do the job. Take my order, take my money, get me my food, and do whatever you want in between.

Their culture comes to America and sits in communities rich in their population. It is really fair that they get shopped by standards that don't reflect their culture? If 95% of their patrons don't care if they're greeted with a smile and just want someone to take their order, why should somebody like me rush in there and audit them based on my cultural values?

Nichtoliver Wrote:
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If 95% of their
> patrons don't care if they're greeted with a smile
> and just want someone to take their order, why
> should somebody like me rush in there and audit
> them based on my cultural values?

Because there are corporate standards that are clearly set forth and if you don't care to abide by them, you need to seek employment elsewhere. We aren't there to see if customers are happy or satisfied or content. We are there to evaluate whether they are meeting corporate standards.

I understand that, Flash. But these corporate standards should reflect what the best practices for the given situation are. They shouldn't be arbitrary. Maybe in uppity Beverly Hills McD costumers want to have their asses kissed, but in South Central Los Angeles, they'll get laughed at, and possibly shot, for the formalities that McD wants.

That is a discussion to have with a corporation. These guys spend a whole lot of money having 'best practices' researched and trained and evaluated. If their decision is that all male employees wear tutus and all female employees dye their hair purple, it is their corporate decision and when employees sign on that they agree to abide by the corporate requirements, their choice is to comply or hit the road.

I am in no way saying that I agree with 'best practices'. Frankly when I am in a store I would prefer employees forget about the d*mn 10' rule and let me browse and find what will suit my needs. When I order my meal I would prefer not get into the upsells--it is just a waste of my time because I have already decided what I want. And I really don't like twenty-something Jo-Jo Jr. at the bank calling me by my first name as if we were high school chums. I could care less if Tashika is wearing her name tag and I always wonder which 'one' when I am invited to "Have a good one." Asthma attacks? Headaches?

I think we're on the same page here.

Geography and age has alot to do with this stuff. I'm against national standards on costumer service. What's appropriate in Hometown, MN might not be appropriate for Compton, CA. What's appropriate for a 16 year old to a 16 year old transaction is not appropriate for a 16 year old to a 66 year old, or a 66 year old to a 16 year old.

The reason for 'standards' of course should be for minimum courtesy and cordiality. It would appear that a large portion of the work force dealing with the public needs to be taught minimum courtesy and cordiality. I'm sure that there have been many focus groups to determine what turns customers off and then those turnoffs get turned into pro-active positive standards. The 10' rule, for example, is likely to be a response to "The staff was rude and ignored me."

One of the things I find most infinitely painful in mystery shopping has been touched on by others. The employee who is genuinely pleasant, genuinely helpful, gracious and smilingly happy with his/her work who loses rewards or points because of missing the "Magic Words", whatever those happen to be for the particular corporation. But when you sign on, you become obligated to use the "Magic Words", just as I am required as a mystery shopper to deduct or withhold the reward if they are not used.

Apparently, y'all all missed the bikini clad crazy causing a literal brawl at the BK in Panama City Beach. I have done nothing but laugh ever since I saw this one. I've actually eaten in this BK more than once.

Throwing napkins, etc...................

[www.youtube.com]

Didn't miss it, but it was a customer with inappropriate behaviors rather than the crew (though the crew may have driven her to it!).

Flash Wrote:
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> Didn't miss it, but it was a customer with
> inappropriate behaviors rather than the crew
> (though the crew may have driven her to it!).


Yeah, allegedly they were throwing ketchup packets out the DT window at her (from what I gathered, she walked through the DT, which they tend to let slide there, lol)

My question for the OP is this: What you you doing sitting in a BK for three hours!!!

barbage Wrote:
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> My question for the OP is this: What you you
> doing sitting in a BK for three hours!!!


My home internet has been in and out so I was using their wifi and ordering a lot of food I did not need to eat.