Tag Archives: Burger King

Five Guys Burgers and Fries: Doing It Right

Posted on by Standard 9

So, the other day I posted a Facebook status about Five Guys Burgers and Fries, and I thought I’d share it here and maybe even add some more thoughts.  It seemed to get a lot of comments pretty quickly.

Here it is:

I’ll tell you what, for all the customer service and food service that I do complain about… one place stands out as incredible. Every time I’m at a Five Guys Burgers and Fries no matter the location, they are fully staffed… everyone is doing a job & doing it quickly & efficiently with a rather pleasant look on their face. They communicate with each other quite well. The employees seem to be having fun while getting their job done, and they seem to take pride in what they do. I can only assume they pay much better than the average fast food joint, or just know how to delegate responsibilities evenly & know how to treat employees. I was in the one in Robinson when they got SLAMMED at lunch time today, and they put more people on registers, and worked down an ridiculously large amount of people in a short time. It helps that they only have burgers & the occasional hot dog as a menu item I’m sure, but it still is pretty impressive.

I'll tell you what, for all the customer service and food service that I do complain about... one place stands out as incredible. Every time I'm at a Five Guys Burgers and Fries no matter the location, they are fully staffed... everyone is doing a job & doing it quickly & efficiently with a rather pleasant look on their face. They communicate with each other quite well. The employees seem to be having fun while getting their job done, and they seem to take pride in what they do. I can only assume they pay much better than the average fast food joint, or just know how to delegate responsibilities evenly & know how to treat employees. I was in the one in Robinson when they got SLAMMED at lunch time today, and they put more people on registers, and worked down an ridiculously large amount of people in a short time. It helps that they only have burgers & the occasional hot dog as a menu item I'm sure, but it still is pretty impressive.

I’ll tell you what…

I should take a video of 10 minutes in a Five Guys and 10 minutes in this damn McDonald’s on West Liberty Ave. and compare how they’re run.  McDonald’s employees are slow, confused, careless, and sometimes even slovenly.  Five Guys employees seem to be the exact opposite on every front.

I’ve been to several locations, the Waterworks, Murrysville, Robinson, and Greensburg… and they’ve all been run with the same efficiency, pleasantness, and extreme cleanliness.  I just think it ought to be said that it’s noticed by the customers, and they need to keep doing what they’re doing.

Of course, I’m very aware of food allergies, and peanuts are a big thing at Five Guys.  This seems to get a bunch of flack, but they do take allergies seriously.  The peanut-allergic have to accept it just like I accept that being allergic to shellfish, I’m not going to get a safe meal at Red Lobster.  It’s OK.  There are many many places to dine & choices to make.  I’m glad that I have Five Guys as a choice.  I’ve heard that they are excellent in handling a dairy allergy.  Just check out the comments in the image above to the right.  I see the allergy warnings on the door as a very responsible thing to do.

Even after all that… the burgers are just absolutely delicious.  I tend to get a bacon cheeseburger with A1 and green peppers… sometimes even mushrooms.  The french fries are almost as awesome as Kennywood’s Potato Patch fries, and that’s hard to do.  The ingredients are always fresh, the burgers always cooked perfectly.  One of these days I want to try a hot dog… but I can never get past the burgers.  Maybe a little burger & a hot dog will have to do some day?  I don’t even know if I can handle that.  I’m glad I don’t live too close to one of these places, I’d be there way too often.

I hope to send a link to this to Five Guys, just to tell them that I appreciate what they’re doing, and to keep on doing it.  Customers can see and appreciate that the employees are enjoying what they do, and doing it well.  It does make a difference.

Five Guys Burgers and Fries on Urbanspoon Five Guys Burgers and Fries on Urbanspoon
Five Guys Burgers and Fries on Urbanspoon Five Guys Burgers and Fries on Urbanspoon

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Subway, Quiznos, Taco Bell, W.G. Grinder’s, & Sheetz take note…

Posted on by Standard 6

https://twitter.com/#!/W_a_L_D/status/169103504059797506

https://twitter.com/#!/FirehouseSubs/status/169104530632474624

https://twitter.com/#!/W_a_L_D/status/169104935043088385

Firehouse Subs, you’re awesome.  I’m just sayin’.

Other food places with no shellfish currently on the menu, pay attention here too.  You don’t need shellfish.

Places that have added it over the years, preventing me from going back…

Other places that don’t need to add it to the menu…

Got that?  Good.

Also, what ever happened to Roly Poly & Schlotzsky’s?  They were excellent shellfish-free places to dine.  Come back!  Also, we need McCalister’s Deli and Lion’s Choice to remain shellfish free and move to the ‘Burgh.  Maybe even Jack in the Box too.

To the rest of you, let’s stop these damn seafood lent specials.  Let the business go to Red Lobster, Joe’s Crab Shack, Long John Silver’s‘, VFD fish fry events, and Monterey Bay.  If you don’t normally do shellfish, stay away from it.  Please?  I ask of behalf of the seafood allergic and those who choose to eat kosher.

Firehouse Subs

Firehouse Subs - my new food heroes.

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McConsistency is Key.

Posted on by Standard 5

Recently for lunch, I had a reconstituted-onion & cheese sandwich from McDonald’s with a little bit of beef on it.  It was extra special because it was pressed.  It was not like a panini press with grill lines, but more like someone sat on it.  There were also pickles stacked on top of each other, sticking out of the side.  Very artful & creative!

This wasn’t even from the West Liberty location.

I recently had a friend send one of his friends’ McTale-of-woe to me, because I have apparently become some sort of authority on all things wrong with McDonald’s customer service.

The reason I told of my recent adventure in lunch, is that it fits with the tale as told by someone who wishes to remain nameless, blameless, & shameless:

From: Pattyless Sandwich
Date: Wed, Sep 28, 2011 at 9:29 AM
Subject: The Day McDonald’s Shit All Over My Good Time
To: The Hamburglar

On Sept. 27, 2011 I went through the drive thru at McDonald’s on Mt. Lebanon Blvd. in Castle Shannon, PA. I ordered a number 4 (two cheeseburgers), and I asked for no onion. When I got back to my friends house and we started eating I noticed that the sandwich looked really thin but I just figured it was smashed down a little more THAN NECESSARY so I bit in anyway. As I was chewing, I realized something wasn’t right about what was being smashed around in my mouth. I set my sandwich down and removed the top part of the bun to see the following: slice of cheese on the bottom half of the bun, pickles, ketchup, and mustard. Yes, that is correct, there was no meat on the sandwich. Luckily I had another sandwich, that in fact had the patty, to eat, but they put onions on it. The only thing I asked them to void. Now I understand work is work and if you have a job to live then that is fantastic, but to be the person to put the burgers together at McDonald’s, I feel like you go through a training day to be shown how to assemble them. Bottom bun, slice of cheese (I’m guessing it is on the bottom so the burger melts it, let’s not get crazy this shit isn’t cooked together), HAMBURGER PATTY, and then your condiments. Who put mine together and thought “hm….this looks right. Nothing is missing, I am a brilliant fucking burger maker extraordinaire.”? It’s not a hamburger from a hamburger joint if there is no meat. To quote a smart fast food chain (rhymes with Shmendy’s), “Where’s the beef!?”

Sincerely,
Pattyless Sandwich

And, there’s even a Facebook photo:

Veggie Burger?

Veggie Burger?

Ridiculous.  At least this didn’t come through my contact form from someone thinking I was McDonald’s.

Friends, I seriously wish I could write to the McGiant on your behalf, but all of my insane yet legitimate complaints have fallen on deaf ears, blind eyes, or typical McCustomer-Service employees.

Check out my track record.  While I feel for you, maybe try their McPennsylvania site?  I can do nothing at this point but perhaps share in your misery, my freinds!

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Vs. Cutting in Line (via Makya Mcbee Vs.)

Posted on by Standard 2

Bravo, I say.

Vs. Cutting in Line Here’s the deal.  After two fairly autobiographical posts in a row, I figured it was time to get back to things that bother everyone.  And what better way to capture the voice of the people than to address another reader’s suggestion?  So, my thanks to Luke for today’s topic. Let’s dive right in – what’s the point of a line if those who wait can be passed by those bold enough to cut?  If there are any cutters reading this, let me explain.  When p … Read More

via Makya Mcbee Vs.

Chick-fil-A CARES

Posted on by Standard 1

I told you there were more!

Somewhat humorously, the slowest responses from Chick-fil-A have been from the webform & customer service email address.  I pulled out all the stops in tracking down & emailing every available Chick-fil-A email address, because you never know if you’re going to get a response from some companies.

I started with the webform:

From:world.and.lunar.domination@gmail.com
To:Chick-fil-A.CARES@p67ix100.na.ko.co
CC:
Sent: 02/07/11
Subject: Chick-fil-A Web Form Message

Hello,

I have a photo that I’d like to send with comments.  Do you have an email that I may write to directly without the cumbersome contact form?

Thank you for your time,
-ERiC AiXeLsyD

And I got this reply…

From: Chick-fil-A CARES <chickfilacares@na.ko.com>
Date: Fri, Feb 18, 2011
Subject: Chick-fil-A Response
To: world.and.lunar.domination@gmail.com

Dear Mr. AiXeLsyD: 

 

Thank you for taking the time to contact Chick-fil-A.  You are very important to us, and we appreciate your inquiry regarding submission of a photo.  We hope the following information will be helpful.

Thank you for wanting to share this photo with us. If you will respond to this email and attach the photograph, then we will receive and submit to Marc Osborne, Operator of the Robinson location.

Again, thank you for your time and interest in Chick-fil-A.

Sincerely,

Margaret
Chick-fil-A CARES
Chick-fil-A…We Didn’t Invent The Chicken,
Just The Chicken Sandwich.
On the Web at www.chick-fil-a.com

P.S.  Please retain your ticket number.  This will help us locate your information should you need us again.

{ticketno:[8000257615]}

So, I sent them this:

From: ERiC AiXeLsyD <world.and.lunar.domination@gmail.com>
Date: Sun, Feb 20, 2011 at 5:55 PM
Subject: Re: Chick-fil-A Response
To: Chick-fil-A CARES <chickfilacares@na.ko.com>

Hello & thanks for the email!

My original comments & the photo referenced are attached.

Can’t wait to hear from you!  (Oddly enough… the absolute 1st to reply to my email was Dan Cathy himself!  The webform is quite slow in comparison to emailing Mr. Cathy directly.)

Rock on!

-E.

No response so far.

But, I did email the original message to chickfilacares@na.ko.com just to see if I got a response.  I did.

From: Chick-fil-A CARES <chickfilacares@na.ko.com>
Date: Fri, Feb 18, 2011
Subject: Chick-fil-A Response
To: world.and.lunar.domination@gmail.com

Dear Mr. Aixelsyd:

Thank you for taking the time to contact Chick-fil-A. We are grateful that you provided your encouraging comments regarding our tasty food, the friendly customer service and our Cow Campaign.

I would like to assure you that your thoughtful message has been shared with the appropriate parties at Chick-fil-A.

Again, thank you for your time and interest in Chick-fil-A.  We are grateful to know that you love Chick-fil-A, and we look forward to serving you in the future.

Sincerely,

Margaret
Chick-fil-A CARES
Chick-fil-A…We Didn’t Invent The Chicken,
Just The Chicken Sandwich.
On the Web at www.chick-fil-a.com

P.S.  Please retain your ticket number.  This will help us locate your information should you need us again.

{ticketno:[8000257737]}

I wonder if Margaret realizes that she wrote back to the same nutjob twice?

Chick-fil-A is so freakin’ polite.

Posted on by Standard 1

You read my post, (The not so) Holy Cow!, right?  Well, I’ve gotten a few more replies from within the Chick-fil-A organization.  While none are as cool as getting one from Dan Cathy himself, they’re all amusing in that they won’t quite mention that the cow’s front leg totally looked like a penis.

I emailed a bunch of random Chick-fil-A email addresses that I was able to find via Google, and soem local places.  This was the first response after Mr. Cathy:

From: Circle Centre Mall <circle.center.mall@chick-fil-a.com>
Date: Tue, Feb 8, 2011
Subject: RE: “SPICEE CHIKIN BISKITZ” Alarm Clock Table Ad
To: ERiC AiXeLsyD <world.and.lunar.domination@gmail.com>
Eric,

I’m actually in a mall. The marketing material in question is not in use at our store so I hadn’t seen it.

Interesting observation!

Not sure what feedback you’d received from others, but, at least for me, it hasn’t been an issue.

Thanks for being a Fan of Chick-fil-A!

Sam

So, basically… “It wasn’t me!”  But, “Interesting observation!” must mean, “Wow, that does look like a penis!”

I wrote back to Sam, but have yet to receive any more correspondence from him:

From: ERiC AiXeLsyD <world.and.lunar.domination@gmail.com>
Date: Wed, Feb 16, 2011
Subject: Re: “SPICEE CHIKIN BISKITZ” Alarm Clock Table Ad
To: Circle Centre Mall <circle.center.mall@chick-fil-a.com>

Thanks Sam,

I found them amusing.  I did only hear back from the local Chick-fil-A, and interestingly enough directly form Dan Cathy himself.  Now, that’s customer service!

Watch out for over-excited cows, my friend!

-ERiC

Then, I had a nice exchange with local Chick-fil-A employee Rebecca Thornsbury, whom I have contacted before:

From: Chick-fil-A South Hills <cfasouthhills@gmail.com>
Date: Mon, Feb 14, 2011
Subject: Re: “SPICEE CHIKIN BISKITZ” Alarm Clock Table Ad
To: ERiC AiXeLsyD <world.and.lunar.domination@gmail.com>

Hello Eric.  Thank you for the feedback.  I sent your email onto our Creative Team within Marketing at our Corporate Office.  They emailed back today that they received it and will look into it.  Also thank you for the nice compliments.

We really appreciate you being a fan of Chick-fil-A.

Talk to you soon,

Rebecca Thornsberry
Marketing Director

Chick-fil-A at South Hills
1620 Washington Road
Pittsburgh, PA 15241
Store- 412-833-1165
Cell- 412-443-5534
www.chick-fil-a.com/southhills

They really are always happy for the compliments of my first email.   I wrote back to my new old friend…

From: ERiC AiXeLsyD <world.and.lunar.domination@gmail.com>
Date: Wed, Feb 16, 2011
Subject: Re: “SPICEE CHIKIN BISKITZ” Alarm Clock Table Ad
To: Chick-fil-A South Hills <cfasouthhills@gmail.com>

Hello Rebecca,

I haven’t heard form the creative team in marketing at the corporate office yet, but I did get an email from Mr. Dan Cathy himself!  That’s what I call service!

I would be interested to see if anyone else saw the same thing I did.  Maybe it’s more like a Rorschach test for a dirty mind, and I’m the odd man out.  Although, my wife saw the same thing.

I’m glad you like the compliments, and can assure you that they’re well-deserved!  I didn’t hear back from the Robinson CFA, but that’s where we saw the humorous (or amorous?) cow clock.  Your store is generally much cleaner and more pleasant… so a response from you & not from them isn’t a surprise.

Just writing this email I’m already hungry for some chicken nuggets.

Thanks for writing!
-ERiC

I’m telling you, it looks like a penis.

From: Chick-fil-A South Hills <cfasouthhills@gmail.com>
Date: Thu, Feb 17, 2011
Subject: Re: “SPICEE CHIKIN BISKITZ” Alarm Clock Table Ad
To: ERiC AiXeLsyD <world.and.lunar.domination@gmail.com>

Hello Eric.  It is nice to hear that Dan Cathy wrote you.  Chick-fil-A is a great company and cares about what the customers think.  I am not sure if the Marketing Team will be writing you or not.  When they emailed me back, they said they would pass it along to the creative people and make note of it.

We have had no one else mention anything about the clocks.  A lot of the kids that eat in our restaurant really liked them and moms asked if they could take them home.  I had mentioned in my feedback to Chick-fil-A that it was a hard table topper because people moved the arms around and then they broke very easily.

Thanks again for the feedback and we’ll see you soon!

Rebecca Thornsberry
Marketing Director

Chick-fil-A at South Hills
1620 Washington Road
Pittsburgh, PA 15241
Store- 412-833-1165
Cell- 412-443-5534
www.chick-fil-a.com/southhills

“Mom, can I take home the cow alarm clock where his arm is swinging around from his waist?  Sure, one arm broke off, but that’s OK.  It just needs the one.”

Although, it does seem that Dan Cathy is a swell guy.  I wonder when he’s going to be on that Undercover Boss show?  A PR team needs to put him to work with a gay Chick-fil-A employee.

I have a few more, but I’ll save them for another post.

 

Al Armcock

Al Armcock

(The not so) Holy Cow!

Posted on by Standard 9

Have you tried any of the new SPICEE CHIKIN… or spicy chicken options?  They’re pretty good if you’re into that sort of thing.  I’ve blogged about Chick-fil-A before, specifically the South Hills location.  CFA is has a great product, amusing promotion (unless you’re a vegan I’d guess), and seems to be a great company if you can get around the whole “maybe they’re too nice to anti-gay groups” thing.

My wife & I had lunch at the Chick-fil-A in Robinson this past weekend, and we found the on-table advertisements for the Spicy Chicken Biscuit breakfast sandwich to be quite amusing for all the wrong reasons.  I decided to write to Chick-fil-A to see what they thought, my email and the attached photo below:

From: ERiC AiXeLsyD <world.and.lunar.domination@gmail.com>
Date: Mon, Feb 7, 2011
Subject: “SPICEE CHIKIN BISKITZ” Alarm Clock Table Ad
To: promotions@chick-fil-a.com

Ciao Chicken Czars!

I am a BIG fan of Chick-fil-A.  Your chicken sandwiches & nuggets Can. Not. Be. Beat.  Seriously, I don’t know what you do with that breading… but it’s Chick-fan-Tastic.  They honey mustard dip?  Incredible (or as a cow may say, “INKREDIBULL”).  Your chicken noodle soup is my go-to soup when I’m not feeling well and there’s no time for my wife to make some homemade.  Your sweet tea is simple, yet addictive.  We have stopped at the mall units just for tea while we walk around to shop, and we’ve gone through FSU drive-troughs at times just to get sweet tea and nothing else.  The cleanliness of your stores is mostly always impeccable, and the courteousness?  Genius.  I mean, “my pleasure” instead of “you’re welcome” is such a simple thing… but it makes such a huge difference in the overall attitude.  It puts Chick-fil-A far above any other fast food chain in the customer service category.  The in-store events, fund-raising, promotions, use of social media like Facebook, Twitter & texting?  Savvy indeed!  The first fast food joints in my area to use the new space-age Heinz ketchup packets?  Innovative!

I even love the cows.  I have a small stuffed one near my PC at home.  I have had my photo taken with more than one in-store cow.  They’re such unlikely mascots for a chicken restaurant of all places… but it works.  I have always wondered about their spelling though… are you trying to imply that eating beef makes you stupid?  Well, that’s not the main point of my email, or why I’m reaching out to you today, comrades.  I would like to talk about the spicy chicken (or “spicee chikin”) cow though, specifically the one in the attached photo taken while eating lunch at Chick-fil-A this past Saturday.

While I get that the cows “arms” are supposed to be the clock hands, I feel that sadly the placement of said arms is quite unfortunate.  Maybe I just have a dirty mind, but as I laughed at it and took a photo my wife giggled and rolled her eyes knowing what I was thinking.  Maybe the advertising department should re-think this one?  I mean, my arms certainly don’t spin around at waist level.  Do yours?  The shoulders ought to be placed at the center of the clock face in future cow “clok” (also in this case perhaps an unfortunate way to misspell clock) table displays.  I posted the photo on Facebook and the general consensus was that it most definitely didn’t remind people of an arm.  I think that if this cow were walking around with something protruding from that area, he may get arrested for indecent exposure.  I mean, I get excited over Chick-fil-A too, but not that excited!

I just wanted to write and hear your thoughts on the matter.  I’m curious to know if anyone else has picked up on the naughty firefighting cow.  “Spicee” indeed!  Thank you for your time, I anxiously look forward to your reply.

EAT MOR CHIKIN,
-ERiC AiXeLsyD

 

Al Armcock

Al Armcock

Heh.  Well, I thought it was funny.  So did people on Facebook apparently.  I mean, it jumped out right away.  Maybe we have dirty minds… maybe it really does look like a giant cow penis.  It’s certainly inappropriately placed for an “arm” if nothing else.

Knowing Chick-fil-A’s history as a company, I had to see if someone would respond to this.  Maybe it’s a secret shout out to gay employees and customers that they’re supporting them.  I mean, the fireman outfit and the giant appendage?

I have proof that Chick-fil-A is the best company ever.  Dan Cathy, the President and Chief Operating Officer of the company himself wrote back to me, and he was the first to reply.  I mean, he wrote back before any of the local full service units!

From: Dan T. Cathy <DAN.CATHY@chick-fil-a.com>
Date: Mon, Feb 7, 2011
Subject: Re: “SPICEE CHIKIN BISKITZ” Alarm Clock Table Ad
To: ERiC AiXeLsyD <world.and.lunar.domination@gmail.com>

Thanks Eric for your kind comments; delighted to have your business and support.

I have passed along your email to members of our marketing department.  Valid observations; we’ll be a little more careful next time!

Dan T. Cathy

It’s a serious reply to me just goofing around (I mean, really… the attached file is named “Al_Armcock.jpg”), but there is no one above Mr. Cathy in the CFA organization, and he took the time to reply to my dumb email!  I could have gone goofy.  Maybe I didn’t go goofy enough.  At any rate, this has to be the best answer to an email ever.  No “I’m sorry” coupons, no form letter, no blow-off.  It was a short reply drawing attention to the matter, saying it will be dealt with, and a ridiculously perfect example of customer service… from the President of the company who I’m sure has much more important things to do.  McDonald’s, Subway, Burger King, and the rest of you … take note!  This is customer service.

I wonder if I’ll hear back from anyone else that I emailed, or from the marketing department now?  This just rules.  Ha ha.

The McSaga Continues (…A reply from Ms. Jones!)

Posted on by Standard 9

Perhaps this is the end more than a continuation.

I wrote back to Mr. Kausky & received another reply.  I pushed again with Kty_McD and received an actual reply from Ella Jones at Mc5834.  Perversely, I hope when I read in the seething anger between the lines that I’m not wrong.

I’ll try to lay it out in Chronological order…

from ERiC AiXeLsyD world.and.lunar.domination@gmail.com
to Scott Kausky skausky33@verizon.net
date Mon, Jul 26, 2010
subject Re: A day in the life of McDonald’s #5834 (West Liberty Ave.)
mailed-by gmail.com

Hello Scott,

I would like to first thank you for your replies.  I can tell by the look of your location and the attitude of the employees that great pride is taken in the operation of your McDonald’s.  Your emails have confirmed it!  I’m generally amazed at how quickly I can get in & out of the Canonsburg location at lunch time when it is usually quite packed.  Quality/taste of the food aside, generally one goes to McDonald’s with convenience and speed being at the top of the priority list.

I was hoping to write back to you to tell you that I had been contacted by Ella Jones or someone else at the West Liberty Avenue location… but I cannot.  I didn’t want to wait too long in replying to you to say thanks.  Thanks for proving that all McDonald’s managers/owners/operators/customer service reps are not apathetic, and thanks for your involvement in perusing this customer service issue which is mostly unrelated to you!

I have also followed up via the contact form at the McDonald’s website, and with a Katy (@Kty_McD) via the McDonald’s Twitter Team.  Both to no avail thus far.  They must really have issues other than the obvious over in Beechview if they’re not even responding from other franchise owners or from a corporate push.  I can tell you that they have received my last dollar, no matter what the outcome.

I hope that no offense is taken when I say that you seem to operate more like a Chick-fil-A manager than a McDonald’s manager.  I hate to stereotype, but they generally have a more pleasant disposition as a fast food chain.  They also respond quickly and positively to customer service related emails.  They usually have quite the hands-on approach in special promotions every night of the week and the way things are run.

Your drive-thru traffic direction cones/poles are a great idea… I don’t know why they’re not standard issue in all split drive-thru locations.  It’s amazing that people would cut up and around.  Are they totally blind to the lines on the ground?  I’m always amazed at how some people think that they’re better than the rest of us, or the rules don’t apply to them.

I hope that you’re able to push the inside queue line issue with success in the future.  I certainly don’t see anything wrong with it.  It works for amusement parks, the bank, Wendy’s, & Burger King.  With the multiple entrances in your store, and with people standing back waiting for their orders to be filled, it can be quite confusing to know who’s next.

I will keep you posted on a resolution with store #5834 (if there ever is one), thank you for your time & effort!

-Eric

And then..

from Scott Kausky skausky33@verizon.net
to ERiC AiXeLsyD world.and.lunar.domination@gmail.com
date Mon, Jul 26, 2010
subject Re: A day in the life of McDonald’s #5834 (West Liberty Ave.)
mailed-by verizon.net

Eric,

Thanks again.  It amazes me because they would be all over us, (the operator) community if any complaints are not closed out.  I have placed a follow up email to  our business consultant.  One day, when I work my way up to president, I’ll have a direct line to my office.  I understand that everyone is busy, but at the end of the day, its the customers like you who put the pay in payday.  If I can ever assist you in the future, please feel free to contact me.

Sincerely,
Scott Kausky
General Manager

Scott is all over that!  I seriously wish him luck in is race to become McPresident, and I hope he gets those queue lines installed.  It keeps one grounded to know that your pay is ultimately coming from customer satisfaction.

Here’s the reply that we’ve all been waiting for (apparently it was emailed to my alternate email address on Thursday… still over 2 weeks after my original message):

From: Jones Ella <ella.jones@us.mcd.com>
To: World(andLunar)Domination <worldandlunardomination@yahoo.com>
Cc: “West Liberty (pit.05834@us.stores.mcd.com)” <pit.05834@us.stores.mcd.com>
Sent: Thu, July 22, 2010
Subject: RE: A day in the life of McDonald’s #5834 (West Liberty Ave.)

Hi Eric,

Thank you for taking the time to communicate about the West Liberty McDonald’s.    Something will be done about the Jiffy Lube.  We are waiting on a new tenant.  The building interior choice was made based on what some customers like.  I understand not all customers like it and your feedback will help McDonald’s as they plan to design other locations.  Thank you for the feedback.

We are working on the speed issues, the food quality issues, and the customer service issues at this location.  We have support coming in to help us become the “well oiled”  operation that we need to be.  Thank you for taking your time to point out our issues—this certainly helps us get better.

Sincerely,
Ella Jones

If you need a refresher, click here to read my original email to Ms. Jones.  (And note in the comments that others have had similar experiences there!)

I feel like Ms. Jones didn’t read past the Brady Bunch comment… although we did get a “well-oiled”  quote from the last paragraph.  I’d love to meet the focus group that liked the new McDonald’s layout/design.  Did they know it was for a McDoanld’s or did they think it was for a fruit stand in a 70’s movie?

  • There was no mention of the incorrect breakfast sandwich or explanation of how that happened.
  • There was no mention of the crazy double-drive-thru traffic patterns.
  • No mention of the Canonsburg store used as a good example.
  • No mention of the spongy rubbery egg-like substance.
  • No mention of the race for the “sloth” title with Wendy’s.
  • No mention of the ridiculous wait time or stress-induced customer telepathy.
  • No mention of the cardboard-like McNuggets.
  • No mention of what the nuggets contained before they were “all white meat”.
  • No mention of my admitting that I was wrong.

Are my emails too long-winded?  I guess I know the answer to that..  But still… if we’re getting into percentage of questions asked vs. questions answered (not even assigning a quality to the answer), we’re not even getting a passing grade here!

Id love to know just how many “you need to answer this email” emails that Ms. Jones received.  I encourage you to also write if you’ve had a bad experience there. It would be even better if you share it with us.  I’d love to post other letters of dissatisfaction.

I’m guessing that my pressing the issue further really isn’t going to get me anywhere.  She doesn’t seem like the type to comment on the spongy rubbery egg stuff or mystery meat McNuggets.  It will be interesting to see if orange cones appear in the drive-thru down there.

Perhaps one day they will actually get their act together.  I bet not, but perhaps.

McTweeting

Posted on by Standard 2

So, I have another avenue for contacting (or nagging) the apathetic McFoodChain down the street.  Not only can I email them directly (albeit to no avail so far), submit a tattle-tale on a corporate level (also to no avail so far), & email their fellow managers.  I can tweet them.  McDonald’s has a Twitter Team.

Still not hearing from the local MdDud of a management and/or customer service team in Beechview, I reached out again in a more attention-grabbing manner:

@McDonaldsFans Any thoughts on these #Pittsburgh area #McDonald‘s locations? http://wp.me/pwqzc-in

@kim_mcd @George_McD @McCafeYourDay @McDonalds Any thought on how this McDonadl’s should be handled, #McDonaldsFans? http://wp.me/pwqzc-in

@Nick_McD How would you handle the drive-thru & queue situation(s) here? http://wp.me/pwqzc-in

Hello, @AboutMcDonalds! Do these company policies sound correct? http://wp.me/pwqzc-in

@yilovemcdonalds This is a reason to love http://wp.me/pwqzc-in this is a reason to hate http://wp.me/pwqzc-hX They need to get it together!

And, then I got a DM from @AboutMcDonalds:

AboutMcDonalds Hi – yes, our customer sat team should respond to you w/in 24 hrs. Thx for checking. ^LM

Yes.  They should, but they didn’t.  Apparently AboutMcDonalds is missing the point.  But, they’re not following me, so I couln’t DM them back. Another public tweet:

@AboutMcDonalds Got your DM, couldn’t send one back. What happens if they don’t respond? What about the greater issue?

No answer on that one. So, a few more…

#icantstop laughing at #mcdonalds http://wp.me/pwqzc-in & http://wp.me/pwqzc-hX — They need to get it together! @CocaCola

@McDonalds Is this a good representation of the average McDonald’s? http://wp.me/pwqzc-hX Or is this more like it? http://wp.me/pwqzc-in

@George_McD Is this a good representation of the average McDonald’s? http://wp.me/pwqzc-hX Or is this more like it? http://wp.me/pwqzc-in

#icantstop laughing at #mcdonalds http://wp.me/pwqzc-in & http://wp.me/pwqzc-hX – They need to get it together over at @McDonalds in @15216!

RT @NathanFillion Dear McDonalds, U are poisoning the world with yr food & thx 4 a delicious breakfast. I hate you. http://wp.me/pwqzc-hX

While a lot of my tweets directly to the McTwitter Team went unanswered, someone that I didn’t even message directly seemed to have caught a theme to my tewwets. Katie (Kty_McD) did seem to pickup on my frustration.

Kty_McD @W_a_L_D Hey, I saw the blog/tweets can you follow me so that I am able to DM you? Thanks, Katie from McD’s

You read my blog?  Score!  Ha ha ha.  Again with the DM’s…

Kty_McD Great! Ill do everything I can to help, I read the blogs, but to be sure store #05834 is the one you haven’t heard from correct?

W_a_L_D Correct! The one on West Liberty Ave. in Beechview (Pittsburgh, PA 15216) Thanks in advance!

Kty_McD Thanks for that info, I have the case number pulled, email still the best way to reach you?

W_a_L_D Yes please, thanks! world.and.lunar.domination@gmail.com – You rock!!!

Kty_McD Thanks so much for tweeting out to me, I reached out to that store, please let me know if you don’t get a response. Have a great weekend : )

W_a_L_D I appreciate the response from you, but I’m not holding my breath for their reaction!

…and thus ends the twitversation so far, bringing us all up to date.  Still no response from Ms. Ella Jones (or anyone else from) McDonald’s #5834.  I do feel like I need to write back to Mr. Kausky though.  He deserves to know that he has my utmost respect, and that I still have yet to hear from the McDud in my neighborhood.

I’d like to send a big sarcastic “good job” to @AboutMcDonalds for dropping the subject like a hot potato (unless it was passed on via you or you’re the same person as @Kty_McD and that’s how her attention was brought to me), and especially to @McDonalds, @McDonaldsFans, @kim_mcd, @George_McD, @McCafeYourDay, @Nick_McD, & @yilovemcdonalds for not even responding to my direct tweets.

McSatisfaction

Posted on by Standard 8

So, have you read my “day in the life of McDonald’s #5834” blog yet?  If not, read that one first, or this will make absolutely no sense.  Not that there was much sense to start with.

In that email, I mentioned the McDonald’s in Canonsburg with a similar drive-thru setup as an example of how things ought to be run.  Apparently you can’t always assume that people are going to do the right thing when waiting in line or following lines painted on the ground are concerned.  Heh, that is so ridiculous, I need to copy & paste it for effect.

Apparently you can’t always assume that people are going to do the right thing when waiting in line or following lines painted on the ground are concerned.

McDonald's on Urbanspoon Done laughing?  OK, let’s move on.  There is someone who works for McDonald’s that gives a damn.  He is the manager of the McDonald’s that also serves as a memorial to Perry Como, Bobby Vinton, and the Four Coins.  Mr. Scott Kausky not only took the time to write back to me once, but twice… and get this… both replies came in the same day of my email to him!

This man is to be applauded for his efforts.  I’m waiting.  Please.  Clap.

OK, first, my note to him…

From: ERiC AiXeLsyD world.and.lunar.domination@gmail.com
Date: Wed, 21 Jul 2010
To: skausky33@verizon.net
Subject: Fwd: A day in the life of McDonald’s #5834 (West Liberty Ave.)

Hello Mr. Kausky,

I would like to thank you for the inclusion of your email address at the top of your McDonald’s receipts.  It is a policy that your brothers-in-franchise at the McDonald’s in Beechview on West Liberty Avenue have recently adopted.  Sadly, though, for them it is useless.  I have written to them over a week ago, to no avail.  I believe that they’re beyond reach via email… or that they just really don’t care about customer satisfaction.  I hope that’s not the case with you!

The reason I’m writing to you is that I mentioned your restaurant in my email to them as an example of how to operate… and wanted to hear your thoughts on the issue.  Pehaps you can review the email below and come up with a few ideas.

Do you have any contact with the managers at that location?  Perhaps you can be the Jedi Master to their Padawan.

Thank you in advance for your time, I can’t wait to hear from you!

-Eric

…which was of course followed by the original email.

His 1st reply…

from Scott Kausky skausky33@verizon.net
reply-to skausky33@verizon.net
to ERiC AiXeLsyD world.and.lunar.domination@gmail.com
date Wed, Jul 21, 2010
subject Re: Fwd: A day in the life of McDonald’s #5834 (West Liberty Ave.)
mailed-by srs.bis.na.blackberry.com

Eric

Its unfortunately the store I operate is privately owned. I have pride in the store that I run and this is why I provide my email address. The email get sent directly to my blackberry that I pay for. This is not something that is provided by my operator or McDonald. I care about my customers as they are the ones who pay my check and when I have unsatisfied guests it affects my bottom line as well as my crew.

Mcdonalds.com will also have a guest satisfaction email as well as a 800 number which should get you to someone that is involved with that particular location. Once a complaint or praise is posted it is then emailed to the operator or supervisor of that location and they should respond within 24 hours. This is the policy mcdonalds enforces on the private owner stores. I also copied your email to the owner of my store to see if he can get you in contact with the appropriate person.

I apologize that your having these problems and will assist you to try to fix it.

Thanks for being a loyal mcdonalds customer.

Scott Kausky

His 2nd reply…

from Scott Kausky skausky33@verizon.net
to ERiC AiXeLsyD world.and.lunar.domination@gmail.com
date Wed, Jul 21, 2010
subject Re: A day in the life of McDonald’s #5834 (West Liberty Ave.)
mailed-by verizon.net

Eric,

I have to apologize again, when reading your email, my blackberry only showed half of your email  I’m at home now and read the full thing.  I have also copied Linda Cumer, who is my business consultant.  She is paid by McDonald’s Corporation.  She will have better contact then anyone to work on resolving these issues.  In reference to the traffic cones, I appreciate the fact that you like the ideas.  I had a customer a month ago give me an hour lecture on why I should eliminate them.  I made the decision to have them in place to keep the cars lined up.  I would also install a q line like you see at an amusement park to keep the same thing happening on the inside with guests who try to cut lines, but was told I wasn’t allowed.  I hope I have assisted you and us to get these problems corrected.  Please let me know either way if someone does or doesn’t contact you because I want the Arches to shine even if I do only have a small role in it.

Thanks Again,

Scott Kausky
General Manager

Genius.

Mr. Kausky is obviously intelligent, thoughtful, and full of great ideas.  He ought to be working for Chick-fil-A!  I can excuse the somewhat confusing email via Blackberry, and hs ignoring my Star Wars reference.

Why shouldn’t there be lines like in the bank (or Burger King or Wendy’s) so that the actual next person is next, not the a-hole who cut in front of them?

I really can’t express my drive-thru complaints successfully unless you’ve ever been to that type of drive through.  I really need to work on some illustrations to convey the full extent of my frustration.  The customer that wanted the cones removed is an assclown.  The only reason he  (or she) would want them removed is so he (or she) could cut in front of others in line.  What makes him (or her) so special?  Does he (or she) also park in handicapped spaces?  I bet he (or she) does.  I would like to hear just one rational reason for their removal.  I bet it can’t be found.

Of course, these only touch on the host of problems at the West Liberty Avenue McDonald’s.

This guy wants it resolved though, as a true honest-to-goodness hard worker with a correctly aligned set of values where it comes to running a business and how to treat people.  I started this off on a goofy note, but hate to mess with this guy… he really wants an issue resolved.  And now, dammit, so do I.  He explained his point of view, his situation, and told me that he was forwarding the message to two separate individuals to try and see if he can get something resolved that doesn’t affect him in any way whatsoever.  Scott Kausky is a champion among men, I tell you.

Honestly, up until this point I saw it going nowhere.  I mean, did you see the comments on my other post?  No one gets good service there, ever has, or most likely ever will.

We have, however, learned some invaluable and interesting corporate mantras from the big McD.  Did anyone else find these statements to stand out?

  • “Once a complaint or praise is posted it is then emailed to the operator or supervisor of that location and they should respond within 24 hours. This is the policy mcdonalds enforces on the private owner stores.” –  O, RLY? Hmm.  They definitely didn’t meet that.  We’re going on 336 hours pretty soon here.  So that McDonald’s is poorly run on a whole bunch of different levels.
  • “I would also install a q line like you see at an amusement park to keep the same thing happening on the inside with guests who try to cut lines, but was told I wasn’t allowed.” Wasn’t allowed? Ridiculous.  The general manager doesn’t have the power to create order out of chaos in his own restaurant?  McNazis, I tell you.  I’ve been there at lunch time.  This would improve the line situation immensely… especially with multiple entrances.  McCorporate McChaos.  Shame on you, McDonald’s, for keeping this man down.  To me, this says McDonald’s doesn’t care if people cut in line, if you’re aggrivated, or cheated.  You don’t matter.  Just your money does.

So, today we have learned some things.  We already knew that the West Liberty Avenue McDonald’s hates you.  We learned that McDonald’s is overbearing and into micro-management as a general attitude.  We know now that certain stores have a blind eye turned on them, as any semblance of corporate monitoring would have them completely overhauled and/or shut down.

Most importantly, we learned that there is at least one last good man working for the McDonald’s corporation who has a strong identity with the cherished Golden Arches, and wants you to respect that identity.

Now, I really can’t wait to see where this goes form here.