When I heard about this extra credit assignment, it sounded really exciting, because I didn’t think it was possible. To go to a Mcdonald and ask for a burger with exactly 4 pickles and fries that were completely saltless. This is something I wouldn’t find too surprising in a place such as Starbucks where customer service is valued. But never at McDonald’s, a fast food place, where the key to everything is being fast.
Pondering about this was quite exciting, so being a jerk, I decided to visit the McDonald at Union Square during one of its peak hours, 4 o’clock. The minute I walked in I saw lines, this was perfect because I wanted to see how they would handle my special order under busy circumstances. As I waited in line, I started to get a little anxious. It took around 8 minutes but it was finally time to order
Being so busy, I just went straight to the point with my order. “Hi I’d like to get 2 hamburger with exactly four pickles…, yes four pickles” The employee which at this point I will name Fred, was perplexed. So he decided to ask a fellow co-worker if it was possible, after some toying with the screen, they got the extra pickles on my hamburger down. Still being kind, he asked if I wanted anything else. Smiling, I said “Yes, I’d like small fries, but I want them to be salt-less” At this point I saw Fred’s smile fade and again he again asked his fellow co-worker if this was possible, the co-worker also didn’t know so she went away to consult a another worker, possibly the manager, since he was wearing a white shirt. After a minute or so, I could almost feel the people behind me scowling and glaring at me, but I didn’t look behind me, because I thought I would’ve laughed.
The co-worker came back and gave the okay to Fred who was catering to my order. Fred then proceeded to go to the fry station and I saw him waiting there. Just as a batch of new fries came out he scooped them up just for me to make sure they were unsalted. But at the same time I was wondering how my burger was doing, but I couldn’t see which burger chef was handling my 2 specialized 4 pickled burger. As Fred was wrapping up my order, and putting it in the bag, I gave him the final blow. Just as he was about to take the next order I asked if it was possible for me to get the receipt for my order. At this point Fred looked annoyed, I could hear him sigh as he tore off the receipt and handed it to me.
I looked at my receipt, and I wasn’t happy, he didn’t put down the fries as saltless. But it was already too late to ask for a fix up as the line behind me was long and he already took the next order, It would have been unethical in my standards to barge and ask for a new receipt. I went on to check the burgers and fries, they were as I had ordered, 4 pickles on each burger and the fries, completely salt less. What made the burgers special was that they had a special note attached to the wrapping stating, “Two extra pickles”. I guess it’s the norm of McDonalds to only have 2 pickles per burger.
Overall I think the order took about 6-7 minutes. It was a fair time, but I think it was probably too long considering how busy it was that day. It was quite understandable in my opinion though because it was a special order. Another thing that might have slowed down the process was a possibility that Fred was a new employee, because he seemed very new to everything. Since his co-worker seemed to have known how to do the extra pickles on the screen to direct it to the burger chefs. But in total I believe 4-5 people were involved in the whole process. “Fred”, his co-worker, the possible manager, and 2 burger chefs for my 2 special burgers. Overall from seeing how they worked, the order didn’t seem like much of a problem after they realized what I wanted. It was probably more annoying than of a trouble. Still everything was mostly perfect, except for my receipt. While I was waiting for my order, I could see Fred being a little impatient with me and it really showed when I requested the receipt. But I wouldn’t blame him, with the huge line behind me and being a busy hour, troublesome customers, me, can be nerve wrecking. If I were a consultant, some of the things I would tell them to do is probably keep all the fries unsalted until they put them into their individual boxes. Being in an era when healthy eating is being stressed I suppose ordering salt-less fries may not be such an uncommon thing anymore. I was lucky that a new batch of fries came in at the right moment, but if many were to order it, and there wasn’t an unsalted batch, that could seriously cause efficiency problems. What really did surprise me was how they added a little note to my hamburger wrap designating the 2 extra pickles, that seems quite efficient to me because with the note there, it relays to the burger chefs what specifications are needed on that special burger for the special customers.



