McDonald's to Franchisees: 'Service Is Broken'
Fast food giant attributes its woes to less-than-cheerful employees
By Kevin Spak, Newser User
Posted Apr 11, 2013 12:59 PM CDT
This May 2, 2012, file photo shows a sign advertising job openings outside a McDonalds restaurant in Chesterland, Ohio.   (AP Photo/Amy Sancetta, File)

(Newser) – McDonald's is attributing its recent struggles to the less-than-sunny dispositions of the teenagers taking your order. "Service is broken," declared a slide in a webcast for franchise owners last month. Customer complaints have been rising, executives told the franchisees, with "rude or unprofessional employees" topping the list, the Wall Street Journal reports. About 1 in 5 complaints related to friendliness, while others were about speed of service.

One study last year gave McDonald's one of the worst drive-thru service times in the business, and the second-worst friendliness rating, ahead of only Burger King. "The new leadership has decided to focus on customer satisfaction as a real driver for us," one franchisee said. But it's unclear how much McDonald's can do as a corporation, given that 90% of its US restaurants are owned by individual franchisees. "I think it's an ongoing problem, and it always will be," another franchisee says.

More From Newser
My Take on This Story
To report an error on this story,
notify our editors.
McDonald's to Franchisees: 'Service Is Broken' is...
47%
11%
9%
18%
3%
12%
Show results without voting
You Might Like
Comments
Showing 3 of 96 comments
normal
Apr 17, 2013 6:21 PM CDT
No crap...You pay your employees the minimum you can, all you can hire are rude, getto kids that can't work anywhere else. Throw in a couple more bucks like ChicFila and you can hire decent teens that will be polite and work hard.
arcangelx1
Apr 12, 2013 3:50 PM CDT
I have been in and out of the Hospitality Industry i.e. Food for 0ver 20 years.I was a Shift Manager Trainee,I can not understand why you would hire a bunch of kids who will not work for the money,don't care about being on time,nor about being fired.when you could hire good working adults who need the money for bills.These businesses don't care about turnover rates,only about what financial generations happen.IMcDonalds Corporate needs to go in to these franchises and do what I used to do and am very good at.Clean them up,or clean them out.It's simple and it's business,Feel free to contact me and I can show you how to do it.
smartin007
Apr 12, 2013 2:19 PM CDT
As much as I'm trying to keep my weight down, from one time to another I find myself in a Taco Bell or McDonalds (Egg McMuffin or the occasional Double Quarter pounder)....and every time the people are different. What does that tell you? One person (long gone) asked me "How are you?" I said "fine" and asked them. He said "I'm looking for a new life". How sad. They put up with trash customers (I've seen), are worked to the bone...and then quit. There's a McDonald's that I go to that has wifi and I'll sit, get on my ipad and enjoy my egg mcmuffins, other people are having coffee. It's a pleasant atmosphere....unless you work there I guess because there is constant turnover. Constant. No one stays more than a month there. Dosen't having to hire and train new people all time cost time and money? Everyone does a great job, but all of them end up quitting about after a month. Must not be so great. They keep no one. Younger, older, they can't keep their employees. Makes me wonder if I should even patronize these places. I think American Labor is tired. Corporations are taking full advantage of the terrible job market, and in turn, are shooting themselves in the foot. Otherwise if they KNOW what they're doing, and turning a blind eye, then I'll make my sandwiches at home, save money, eat healthier and with a good conscious. But for the Grace of God I go...