"What are you? embarrassed to say that about your customer?" At the door of a McDonald's restaurant in Nantong, Jiangsu, there was a burst of angry rebuke. I saw a middle-aged man angrily reasoning with the store manager, while the waiters next to him were speechless and choked, and the scene was quite embarrassing for a while.
It turned out that when the guest visited McDonald's for dinner a few days ago, he accidentally spilled a glass of ice Coke on his body, and his clothes were all soaked. But even such a small accident could not have imagined that it would turn into such a bloody scene.
It all started that day. Mr. Li, a citizen of Nantong, went to McDonald's for lunch at noon and bought a set meal with a glass of ice Coke. As soon as I got the meal and was about to use chopsticks, who knew that this cup of Coke suddenly "sprayed". Mr. Li was soaked all of a sudden, and his white shirt was also soaked through.
It turned out that it was the poor sealing caused by the deformation of the rim of the cup, which made the cola spill out of control. Fortunately, Mr. Li did not get mad, but calmly asked the waiter to report the situation, and only hoped that the meal would be free. The waiter readily agreed.
It stands to reason that the matter should come to an end here, but I didn't expect Mr. Li to receive a refund notice on his mobile phone the next day, and the reason for the refund was written "The customer is stupid~"! Now even Mr. Li was confused, what does McDonald's mean?
As soon as this matter spread, it caused a lot of controversy, and even central media reporters were shocked. I have to say that McDonald's really carried the pot too heavily this time.
A restaurant can't even do the most basic service etiquette in the industry, and where you go to eat will be left out in the cold. What's more, writing such an ugly word as "the customer is a stupid X" on the official notice is undoubtedly a public insult and provocation to consumers.
This is definitely not the professional ethics of an international restaurant chain. Come to think of it, don't most people go to restaurants to relax and unwind? However, McDonald's has completely ruined the good consumer experience.
However, after the incident was exposed, McDonald's finally came to its senses and took the initiative to apologize to Mr. Li, and the two sides reached an agreement. But this could hardly hide their original arrogant attitude. As a service industry, it is far more important to have a correct service attitude than to return money.
A small miscommunication caused such a big storm, which shows that there are serious loopholes in McDonald's management. In the future, they must strengthen the cultivation of employees' professional quality, otherwise it may be difficult to convince the public.
More importantly, in this era of increasing influence at the level of public opinion, if any business does not reflect and correct in time, it will be difficult to escape the end of heated discussions and public condemnation.
Take this "stupid X incident" as an example, if McDonald's had handled it decently, perhaps it would not have evolved into such a horrific situation. At the end of the day, businesses should always remember that respecting customers is the foundation of their lives.
It can be said that McDonald's gaffe this time has exposed all kinds of stubborn diseases in the catering service industry. For example, the lack of professionalism of employees, the rude language, and the blunt and arrogant service attitude are all areas that need to be improved.
Including product quality issues such as the deformation of the edge of the Coke cup, it is also worth paying attention to. Nowadays, the quality of consumers is getting higher and higher, and the service industry has put forward higher requirements, restaurants must keep up with the trend of the times and improve their hardware and soft power in an all-round way.
In this regard, we can also think from another angle. Dining civilization not only requires businesses to improve service quality, but also consumers to reflect on their own literacy. Everyone is a member of the public, and mutual respect is a basic social morality.
No matter what the situation, customers shouldn't get angry easily. Of course, in the face of a provocative service attitude, it is understandable to express appropriate dissatisfaction. As long as both sides can communicate with an open mind and understand each other, such a contradiction is not difficult to resolve.
In short, through this incident, we can see that there are indeed many places that need to be optimized and improved in the catering service industry. Enterprises should start from the roots, truly establish the concept of "customer-centric", and win the trust of the people with considerate and thoughtful service.
As consumers, we must also maintain a high level of civilization. In this way, through the joint efforts of both parties, the catering service industry will surely flourish in an increasingly mature atmosphere, and truly create a more comfortable and pleasant dining experience for people.