The Customer is NEVER Right - A Nurse Practitioner's Perspective
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More Customer Dissatisfaction Rampage-This time at a McDonald's drive-thru

This disturbing video of a McDonald’s drive-thru customer rampage was posted 28 August 2013. On 1 Sep 2013, 4million+ had seen the video and 24,209 of those who saw it “Liked” it and 1,559 “Disliked” it. By 3 Sep 2013, 10million+ had seen the video and of them, 44,319 “Liked” it and 3,188 “Disliked” it. Unfortunately, for the purpose of making a point, the “Likes” and “Dislikes” preferences are not explanatory. Because, what does it mean that 44,319 picked “Liked” or that 3,188 choose “Disliked”? What does it mean that the other 10million+ choose neither, “Like” or “Dislike”? Interestingly, the 44,319 who picked “Liked” were less than 0.5% of the 10million+ and the 3,188 were significantly less than that. How about the fact that all three of those values, fairly equally, doubled between 1 Sep and 3 Sep 2013. Ironically, in the book I pointed out that patients who complained about me also equaled less than 1% of patients I had seen. So, what is the significance of all those numbers? Just a thought.

I get it; this is an extreme isolated anecdotal incident. However, I want to point out a few things:

1.    Isolated. NOT! Maybe extreme, but not isolated, and even could be considered more common than isolated. This incident is no different than the Dunkin Donuts Rampage and both consistent with exaggerated unrealistic emotional expectation, entitlements and so-called VIP.

2.    Could the customer be under the influence of alcohol or drugs or had a bad day? ABSOLUTELY! And so what? That does not justify the actions, and much less, it is not any less painful to the employee who was assaulted, regardless if verbal or physical. An employee comes to work for whatever reason but NEVER to be verbally or physically abused and much less should they have to accept such abuse as “part of the job” just to remain employed.

3.    This customer, as pointed out in the book, is in the 7% who do not think companies care, regardless if intoxicated or had a bad day at work herself! Instead, it is they who do not care.

4.    Unfortunately, and once again, an employee can be heard asking, “What is going on? (Time: 1:02) Common words from those who believe, even if for one nanosecond, that they can resolve the situation. Although not in this video, but commonly they will also suggest accommodating the customer as a means to conflict resolution. Really! Are you not able to see what is going on that you have to ask?

5.    Although the suggestion to call the police was made (Time: 1:12), again, that suggestion was not made the moment the customer began spewing profanity or the moment the customer assaulted an employee. The suggestion to call police only came after the manager thought that the situation was getting out of control after his IMPOTENT conflict resolution and/or aggression management tactics did nothing, but yet again, not before the employee was assaulted!

6.    It is a shame that I am fretting over this isolated incident, as some may point out, but McDonald’s does not serve McNuggets before 10:30am, and that is a worldwide known fact. Yet this customer thinks, and watered-down versions of the same also, with even more agreeing, that she is the customer and because of that she is right. Unfortunately, managers agree and are willing to implement conflict resolution and/or aggression management strategies they believe will avoid the entire rampage. I say, “NO!” The bottom line is McDonald’s does NOT and NEVER has serviced ANYTHING but breakfast before 10:30am, PERIOD! But in case that ONE customer, living under a rock somewhere, is NOT aware of that allow me to inform them of something else that is absolute in the world of adults, “McDonald’s does not serve McMuffins after 10:30am EITHER!"

7.    Customers, or anyone for that matter, suggesting, “You don’t know who I am” (Time: 0:38) or “You don't know me,” I say to them, “It does not matter who you were in the past. What matters is who you are this moment!” And then dismiss them and let the police find out who the customer wants to be known as, or for. DONE!

Again, I get it. This is an extreme anecdotal incident. However, isolated it is not! Is is just more exaggerated unrealistic emotional expectation, entitlements and so-called VIP and no one should have to put up with it just to keep their jobs. Why? Because administrators would not accept the same behavior from their employees and much less from their own children at home.

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