Empowered

Have you ever tried to discuss a problem with one of the ‘workers’ in a business? Generally, what you get is “I don’t know anything” or “It’s not my problem” or “I will have to get somebody else”.

That’s why it was such a delight to go into my local McDonald’s today with a problem and have it solved instantly by the team member who served me.

We know that McDonald’s is systematised and obviously they have a system for handling problems which means any team member is in control and feels empowered and authorised to deal with it.

My problem was very simple.

The other day I went through the drive in for a cup of coffee. There was a special of two dollar hot cross buns, and as I thought that it’d be great to share one with my two dogs, I ordered one.

Once back on the road, I reached into the bag to sample the bun and found that the bun was over cooked, hard as nails and heavy as hell. Quite simply it was inedible.

By then, I was a fair distance along the road so I couldn’t do anything about it. I thought I’d call back later but by the time I could go back the next day the bun was beyond salvage. Maccas would’ve have thought that it was my fault coz I’d left it in the car too long

But it still rankled with me.

So today, five days later, I pulled into McDonald’s, parked and went in to let them know my story, not expecting much sympathy or understanding. I couldn’t see a boss person around so I mentioned it to the counter attendant whose job it is to take orders.