McDonald’s employee puts foot in mouth
A young couple got quite the shock as they were recently out to dinner at McDonald’s. Jodie Marks, 26, was twice asked by the front counter employee if her breasts were real as she went to pay for her her and her husband’s double cheeseburgers.
Marks said, “The young man gestured toward my chest and said ‘are those real or fake?’ I was dumb founded. He repeated the question again; totally unaware that he was being offensive. It was pretty obvious what he meant.”
She said that there were four people behind her in line, as well as other staff around who were within earshot as well. “I was humiliated because so many people saw and heard,” Marks added.
The couple asked to speak with the manager who, according to Ms. Marks, basically told them that the incident was no big deal. Marks alleges the manager then refused to provide her with the number for the franchise owner.
Conflict is escalated by a manager
“I’m not as upset with (the counter staff’s) behavior, he’s only a kid. It’s the manager and the way she fobbed it off and tried to tell me it wasn’t a big deal. And the running around trying to get to speak to the franchisee,” Marks said.
They were eventually able to speak to the restaurant owner, and were told that the employee has been moved to another area in the store, away from front-counter duties.
Skye Oxenham, McDonald’s spokeswoman, said it a written statement, “We are sorry that this occurred and the restaurant has apologized to the customer. This type of behavior is not tolerated and we are taking the appropriate actions with the employee.”
Lessons for your own company
Businesses of every size are vulnerable, because any brand is only as good as its lowest level employees, so when customers call your service line and are not treated well, your brand is damaged. When someone calls your office and you don’t call back until two days later, the brand is damaged.
While this young employee’s gaffe was forgivable, even by the woman, the manager should have known better, reiterating to all readers that training at all levels is essential, but offering empathy can be the fastest route to repairing any situation.