Woman complained to manager about DD

[Bearaque]

So my DD works at McDonalds whilst she’s at sixth form and today she’s come home upset. She was working at the window, handing out the food.

This woman made a complaint to the manager that DD didn’t say a single word to her or look at her when she passing her the drink and food and that she was too busy talking to her friend. Complained to manager who had words with them both.

DD said this was true but at the end of the day it’s McDonald’s, it’s full of teenagers, as long as you get your food quickly does it even matter what the service is like?!

It's a good life lesson for her
The hospitality industry is just that
Manners should be second nature in customer facing roles
She admitted it to you so it was obvious to the customer

I wouldn't have bothered saying anything to anyone, but if I did mention it, it would be to the manager. It would be more appropriate than lecturing the girl, especially with customers waiting behind you, and not knowing how she might react or how it might go. Her manager can then have a quiet word, and has the required authority.

Unless the manager was abusive about it, which it doesn't sound as though she was, I can't see the issue. Why would it be better to hear it from a customer, whose opinion she might not value and who isn't trained in handling these sorts of situations?

Well it's a lesson learned for your DD really @Bearaque .

When you work in customer service people will look for the slightest thing to complain about, many will embellish what actually happened to make it sound worse and some will totally make stuff up. What you don't do is freely hand them the ammunition to complain about you if you can at all help it! And younger staff with less life experience need to be guided and taught that.

And that's unfortunately what your DD and her colleague did. Most people wouldn't be happy with this type of service and although may not go to the management over it, would certainly have a grumble and some thoughts on it.

Unfortunately many customers are very entitled and rude and see people serving them, and especially young people, as an outlet for that. I'm the first defend our staff and step in and make it clear that unless they treat our staff with a basic level of respect, they're not welcome.

But in this instance, where DD and the colleague admit that it happened then I would speak to them and explain where they went wrong, why and how to address the situation in the future. If that upsets them, well that's unfortunate but it does need to be addressed because if they carry on then so will the complaints.

It's not the end of the world, the customer hasn't come to any harm, however some customers will behave like it's been a traumatic and life changing event and feel justified in doing so, it's not and it's a ridiculous over reaction, however it is the reality of working in a public facing role, no matter what it is or what age you are.

I'm not sure you'd have been happy to be served that way, most people wouldn't, a lot wouldn't go to the manager over it but they'd have thoughts and a grumble.

You feel the way you do because your DD is upset, totally understandable, but don't try and justify it by saying the customer was the one in the wrong and should have just been happy to get their food, because that's not what's expected by the vast majority of people when they're a customer.

So many people are expectant of great service wherever they go, complain about poor service, will leave 'honest' reviews, will complain about the slightest little thing - until it's them or a loved one being expected to deliver, then it's all not fair and expectations are too high.

I never said lecture. I mean saying hello yourself and if she ignores you then say are you not talking to me and make it lighthearted at this point most people will say sorry hello

Why make it "lighthearted" when you're obviously trying to deliver a rebuke? That's not lighthearted, that's passive aggressive. And you've no idea how she'll react. She might respond positively or she might burst into tears, get angry, tell you to fuck off, drop your food on your head; you've no idea.

If you're going to complain about customer service, the manager is the person to speak to. They have the authority and they are (supposedly) trained and competent in this. The girl is likely to take your "lighthearted" PA swipe as you just being an arse; from her manager, she knows that it's the correct protocol.

If the person reacts by throwing food at you then you can complain. I'd rather a customer say hello to me then risk my job running to my manager

I suppose it depends on what she wants to do in the future. My daughter started in customer service and was constantly complimented then she went straight into sales after graduation, so it mattered for her, other people not so much.

Not something I would complain about but no harm in your Dd getting pulled up on it. A good lesson for future work.

She hasn't lost her job (if it were the kind of place to fire on the first occasion of something so minor, she'd be better off out of there) and customers have a right to go to the manager if their service hasn't been satisfactory.

You might be happy making a PA swipe but others aren't and it isn't the most constructive way to handle it, as she's more likely to take it the wrong way from you than from her boss.

There are very few jobs (in fact, I can't think of a single one) which don't require interaction with other people

I think the young lady would be well advised to learn the skills she so obviously needs earlier rather than later

🤣

I despise being served by people who are too busy having a social conversation. No matter their age. Winds me right up! Not least because it's one of the first things you're taught in a customer service role not to do. Its no different to answering the phone and ignoring the caller whilst talking to someone else - you wouldn't do it. And if you had to talk to the other person, you'd apologise to the caller and ask them to please hold - not just ignore them. Sorry but she needs to learn now before moving on to other employment. It's a good life lesson.

I probably wouldn't even notice as long as I got what I ordered lol I can see I'm in the minority though and most people expect to be served with a smile and a hello but I honestly could not give a shit

Height of rudeness and I've seen teenages be let go for less. Lucky that all she got was a telling off. I have complained about this myself when being served by someone who isn't doing their job properly.

Why?

Very rude behaviour from DD. She needed to be told.

…. It’s pretty bad if your only job is to hand bags of food thru a McD window and you struggle and need mummy to get advice on MN.

Why don't you just admit that you and your daughter are wrong here and learn from it instead of replying defensively? I always say it is OK to make mistakes, it is how we fix those mistakes that is important. Use it as a learning experience, she is young, she didn't realise, she does now. Admit she got it wrong and do better next time.

I just don't think where going to agree and that's OK. Their are two types of people in this world. People who don't like to cause a drama and those who like to say can I speak to your manager over every minor inconvenience because their unhappy in their own life so like to ruin others.

The manager was right, he's there to manage the business, not to facilitate your DDs socialising. Staff who pay no attention to customers are very bad for business, why can't you see that

So would you rather she didn't work and just sat at home claiming benefits

A complaint like the OP’s DD received isn’t risking someone’s job for gods sake.

Yes people do need to communicate with colleagues. Ofcourse fast food workers aren’t robots, no one is saying they are. But they shouldn’t blatantly ignore paying customers in the process. Where is the decency? It’s just basic manners and respect.

I doubt it was even a “formal complaint” anyway. The customer was dissatisfied with the poor levels of customer service and fed it back to management. & Rightly so.

Having read the OPs/mums posts, it's clear the apple didn't fall far from the tree.

Manners cost nothing.

Good. That was in obnoxious of your DD. How rude!! I hate it when people are that rude. Whi does she think she is? lol. OMG I cannot believe this is even a post!!! 😂

You don't think people ever lose their jobs over customers complaints, i assure you they can. Somebody above already wrote their son is a mcdonalds manager and this wouldn't be tolerated