Do you think MF needs to include some narrative sections on certain shops and thoughts on the emails?

Did a MF shop that said to remain at the counter during a shop. It wasn't in bold or anything but said something along the lines of place your order and remain at the counter to pick up the food while. Start timing once you receive the receipt. When I was at the counter, the cashier was adamant that I get my drink and take a seat because remaining at the counter was actually going to cause a traffic jam. The cashier was friendly about it and polite, but he had a good point there. I couldn't explain that on my report. (It ended up being okay after I explained via email because they said since the cashier suggested/asked me to do so that was fine, which is what I figured because most companies don't want you to cause a scene... No thank you, I would rather wait here and cause you more work?)

I just had to select that I waited X time for food in my report and that I sat down, I could not explain why. Additionally, the report asked for a time to be recorded. I recorded it exactly and put it in the day I did the shop. They didn't like the amount of time and said I needed to keep better check on the time and wanted the specific time resent with verification that I waited until I received the receipt and that it wasn't a typo. I politely emailed back that I was at work but I believed it was X amount of time or just over. I did keep fine check on the time while shopping, however, when I do 3-30 shops a day, I rely on notes more than my own head to keep track of meeting 46 new people and 87 timings. I was at work at my 9-5 or rather my 12am to 6pm tongue sticking out smiley trying to answer questions for them and replied back to their email that said not to reply back to, anyway, because I felt I needed to let them know they were asking me questions for a report that I couldn't read my notes on due to being at a job that requires me to stay on the property for long hours. I had did the shop, reported, slept, went to work, and received the email needing answers in 24 hours, of which I only had about 7 left. I was in a 16 hour work shift at the station so couldn't run home to get these notes. If the shop reports had a narrative section, I could have more thoroughly answered their questions asap but they didn't seem satisfied with that. They did say thank you for shopping with us and gave some notes on in the future what to do, but it seemed a bit rudely written. I didn't have my notes so I had to say that it took just under 19 minutes but I wrote that it was just over 19 minutes in my reply email because I knew it was somewhere around that time frame. I did also explain that I could get more reliable notes later in the day since I was at work and explained that I didn't have notes with me but the person who replied back seemed snarky and think that I should keep these things in my car at all times... kinda hard to keep those things at a work station when you're using the company vehicles to go out on calls. Again, I know we have to be thorough, have to give details, and so forth, but I did explain Hey I'm At Work Today For 7 More Hours.... And if they had narrative sections I could have handled this to start with. Bummer. I think they're going to pay it out, and perhaps I just got a scheduler who had had a rough day since it's the EOM (end of month)... but the emails lately from them seem so snarky.

Anyone else had the snaffu issue with not being able to type up narratives or the snarky emails from some schedulers? Bummed out-- even though I know I'll be paid-- that someone sent me some emails like this. I know, let it go, I'm making money, take the constructive criticism... blah blah but ARGH. When I'm polite, and friendly, and send out the thanks for all you do and thank you for touching base with me so I can correct this for you sentiments and I get back the DO IT NOW OR YOURE BLACKBALLED messages -_-

MegglesKat

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PS It was signed just by MF and the department with no specific persons name attached so no help there on that

MegglesKat
MF is an animal unto itself. I do this shop multiple times per month and NEVER stand at the counter awaiting my order. I sit where I can 'watch the show' and I get my drink and condiments as a good opportunity to view the kitchen floor. What I will not do is leave the general kitchen area (such as go to the restroom or run out to the car for something) and I won't get involved in a conversation or activity that might possibly cause me not to hear my number called. When the number ahead gets called or I see an order that is likely to be mine being wrapped, I mosey on up to the counter to be there when my number is called (and observe the portion of extra fries that go into the sack).

If your time exceeds a certain amount the form throws open a section for you to explain what happened.

The very last thing you want with these cheap shops is for them to add narratives that can't be completed in 50 or 100 characters. The more narrative, the longer an editor can screw around with your report, the longer it will take to be approved and the more likely it will be to get tossed because somebody had no common sense. In fact I'm surprised that you heard back from them at all with anything other than a straight rejection with vague statement of why. Their style these days is 'it fits or it tosses'.
Odd! I didn't get a drop down. I wonder if it's specific to this particular fast food place. I've done the casual dine, fast food, and a few other types of restaurant shops but there wasn't any section to narrate at all. I get what you mean about the longer narratives-- but at the opposite side, it didn't give me a place to put a narrative. One company I work for SR only asks for narratives on No answers, and they've never had to be particularly long.

I guess I was mostly frustrated with how rude they seemed. I'm guessing it really is due to it being end of the month. that's probably why I had a reply message too because it's the 31st and they knew they had to take the shop and process it for their reports.

MegglesKat
I've seen the explanation box when the time was unusually long. I think around 9 or 10 minutes the explanation box appears. I haven't had any shop hit even 8 min in close to a year so haven't seen it lately.
This one took 18 minutes, 56 seconds. Figured I'd get a box. No box. Maybe just that particular food company in my town. The place was slammed though at noon lunch rush and I only saw about 4 employees if you count the manager who was running the drive thru alone.

MegglesKat
@Flash wrote:

I think we must be talking about different shops because I've never seen a drive thru.
I think I know which shop (client) Op is talking about.

If they say to stay at the counter until you receive your order and the manager tells you to sit down and they will bring your food, I would tell the manager I just had a medical procedure and prefer standing, then stand back from the counter, explaining that I was asked to move away from the counter. I realize there is no protocol if the manager asks you to move away from the counter (at least in the guidelines) and what you should do next. My mind is always thinking, "what if?" and I try to plan accordingly. It seems the helpdesk was fine with you following the managers advice and sitting down.
There have been a few MF shops I've done where I wished there was an optional "Catch-all" narrative block at the end of the report where I could elaborate on something that didn't fit the report or shop just right. 99% of the time I would end up leaving this narrative box empty, but once in awhile, I would really like to provide more details.

I can't believe the words "I wish there was another narrative box." actually just came out of my head! What am I thinking...LOL!

"We're just two lost souls swimming in a fish bowl -- year after year..."


Edited 1 time(s). Last edit at 09/01/2016 01:54AM by msimon-2000.
@msimon-2000 wrote:


I can't believe the words "I wish there was another narrative box." actually just came out of my head! What am I thinking...LOL!

Indeed be careful what you wish for. Add another narrative box and you need more editors, which would be paid for by reducing shopper fees . . .
I believe I know which client this is. I take my cup and prepare my drink. I then stand near but not at the counter. All of their tables are behind a wall/barrier so sitting at one blocks our view of the counter area. I agree, adding a comment box at the end would be nice, or like some of their other reports a special comment box when timing is off.

It's the place where most of their meats are pressed and processed isn't it?

My posts are solely based on my opinions and for my entertainment, contact a professional if you need real advice.

When you get in debt you become a slave. - Andrew Jackson
MSI has one of those catch all boxes at the end for general comments. That would have been great. or an option that says any comments--- of course they run the risk then of getting the over zealous folks who would love to comment a 5 paragraph intermediate school essay on each narrative.

MegglesKat
@isaiah58 wrote:

I believe I know which client this is. I take my cup and prepare my drink. I then stand near but not at the counter. All of their tables are behind a wall/barrier so sitting at one blocks our view of the counter area. I agree, adding a comment box at the end would be nice, or like some of their other reports a special comment box when timing is off.

It's the place where most of their meats are pressed and processed isn't it?
Actually this one (If I have it correct) you can't leave the counter to get your drink. You are timing to the second the sandwich, hot side and drink. This is the client who has different sandwiches coming out every few weeks. I can say you look for signage and take pictures...if I have the correct client for this shop. smiling smiley
Edited to add: Following the guidelines always comes first. We do get in trouble when we try to personalize them. For all we know, the client is looking for an associate to recommend we sit down.

We are both on the same page. I think that there are acceptable improvisations that we all develop. Outside of the now defunct golden arches shop, most clients are reasonable. With this client, my choice has been to stand at the counter and figure out if my meal is being prepared right away. I've also been asked to sit down, they take a while to prepare the food. They take as long as most fast casual places do, sometimes longer.

@SunnyDays2 wrote:

@isaiah58 wrote:

I believe I know which client this is. I take my cup and prepare my drink. I then stand near but not at the counter. All of their tables are behind a wall/barrier so sitting at one blocks our view of the counter area. I agree, adding a comment box at the end would be nice, or like some of their other reports a special comment box when timing is off.

It's the place where most of their meats are pressed and processed isn't it?
Actually this one (If I have it correct) you can't leave the counter to get your drink. You are timing to the second the sandwich, hot side and drink. This is the client who has different sandwiches coming out every few weeks. I can say you look for signage and take pictures...if I have the correct client for this shop. smiling smiley

My posts are solely based on my opinions and for my entertainment, contact a professional if you need real advice.

When you get in debt you become a slave. - Andrew Jackson


Edited 1 time(s). Last edit at 09/01/2016 04:35PM by isaiah58.
I haven't read all the posts. You can say you like to wait for your food before getting the drink, but you can move elsewhere, where you can still see everything going on and hear your number called. You can say you have been sitting for hours and need to stretch your legs and prefer to stand.

if the directions say don't leave to get a drink, you should not actually be getting a drink or condiments as that forces you to take your eyes of the kitchen-that could get your shop invalidated..if you can see the kitchen while sitting that is okay but I usually just stand back out of the way (ie next to a table along the wall, next to the soda machine).

Edited 2 time(s). Last edit at 09/01/2016 04:33PM by jmitw.
jmitw, both you and I are assuming this is the red, white or black shirt shop and apparently it is not.
I would never wish for a narrative box on these lower paying shops but I do like the msc's that provide a place for feedback that only the msc can see and is not a part of the report the client sees. This area is optional but a good way to explain any mishap where it is hard to figure out which box you should check.
The shop I did had nothing to do with the kitchen at all. There wasn't any questions on kitchen, preparation, cleanliness of floor, etc for this particular one. The associate was the one who adamantly requested me to move out of the way. There were bodies all around the counter. LIVE ONES of course. haha. The line only held about 5 people in their loop and there were more than 20 trying to get to it to order. Rough shop.

MegglesKat
@clinen11 wrote:

The shop I did had nothing to do with the kitchen at all. There wasn't any questions on kitchen, preparation, cleanliness of floor, etc for this particular one. The associate was the one who adamantly requested me to move out of the way. There were bodies all around the counter. LIVE ONES of course. haha. The line only held about 5 people in their loop and there were more than 20 trying to get to it to order. Rough shop.
Maybe they get "claustrophobic" with so many customers standing near the counter. The associate was either trying to clear the area for the next customer to place his order or the associate was just being plain rude. tongue sticking out smiley
When something odd happens, always ALWAYS e-mail the help-desk with your explanation. They'll make sure the info gets to the editor.

And I, too, have asked for a comments section (totally voluntary comments) for exactly this reason.

I don't do "cheap shops", and I like to give full, detailed reports and earn the money I'm paid! I swear, some
days it feels like nothing goes right on every single shop I do. I want to give the MSC full info, let them decide
on whether the customer wants/needs it.

And on those specific shops, I NEVER EVER leave the counter area -- but I'm sure if an employee asked me
to, I would.

Edited 1 time(s). Last edit at 09/02/2016 07:19AM by ceasesmith.
I would not mind a simple "Do you have any additional information to add Y/N." with an unlimited space to provide details. Like the time I waited 15 minutes for a meal because, the cashier gave away 4 meals to friends who paid with a $20 and received $20 in smaller bills as change. Then again this might be the reason we are to wait at the counter.
I've seen some shady stuff as well. I watched and older guy buy this shady looking guy 4 large bacon cheeseburger combo meals at a restaurant. Total was over $30. The old guy hugged him and then left and told him he hoped things got better. I then watched the guy tell the cashier that he decided they didn't want to wait on the food, they had to leave in a hurry, could he just get a refund and that he would just toss the drinks out. I'm thinking ... yeah... sure.. .you just scammed that guy out of $30 for you and your girlfriend to go use on something illegal. SMH but I couldn't write that in a report... I think I will start using that help desk idea!

MegglesKat
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