McDonald's experience

I don’t usually go to McDonald, but decided to go this time because of the extra-credit assignment and extra experience, which was a unique one. I knew that I needed to place a special order and didn’t know what to anticipate: how I would be treated, what would be the reaction of the staff, how long it would take to be there, would I have to ask them to do over or correct the order. I entered McDonald’s and joined the line waiting to order. When my turn came and a guy, who was taking orders, said “Who’s next?” I came up and wanted to be very clear. So, I told him that I had a special order and wanted to make sure that it would be done just as I requested. I pronounced my special order: “a small hamburger with exactly four pickles on it, ”stressing the word “exactly” and repeating that I wanted it to be reflected in my receipt. The guy looked at me very carefully, entered the order into machine and was going to leave. I said that it wasn’t all yet and I wanted to order something else. He said that he would be back. I saw him going to the kitchen area and telling them something in a soft voice, so I wasn’t able to hear what he was telling, but it wasn’t like usual “do this or this.” He came back and asked me to repeat, I repeated it. He looked at me carefully, then left the counter again, and went to the kitchen area. When he came back, I continued my order: “A well done French fries and no salt,” stressing again that It was important that he would do exactly as I wanted. He excused himself, left the counter and went to the kitchen area. I saw him giving the order to the staff and explaining something. They looked at each other and at me, and started making fries, although I saw that they had some ready. When the guy came back again, I stressed out that I wanted the details of my order to be shown on the receipt. Then he asked a girl who was serving other customer, where was the manager. He left the counter again, and soon came back with the manager. The manager looked at me, then went to the kitchen area, and said something to the staff. She came back, looked at me again, and was going to ask or say something. She cleared the entries in the machine, and started entering my special order, while the guy, who served me, was carefully looking at the monitor. Soon they brought my order, I checked it. They were watching me a little suspiciously. I thanked them and left the McDonald’s. I felt that I brought some disorientation in their organized routine production. The guy seemed not being able to complete my order at one time and had to stop a few times. It took a little longer that it usually takes to complete an order – about 15 min. The staff, though, was very patient and polite.
Watching the process, I noticed that each individual had his or her narrow duties. As soon as the order exceeded even a little the frame of one’s duties, the personnel didn’t look that skilled and confident. The guy wasn’t able to put the whole order at ones: he was confused and I had to repeat him a few times before he was able to enter it somehow in the machine, although later his manager had to reenter it. I wasn’t able to watch very well the process and reaction of the kitchen staff, but it took them extra time to complete the order. Despite some hassle I brought in their more or less routine process, the customer service was good. I cannot complain. If I had to make some recommendation to McDonald’s concerning handling special orders, I would suggest that the staff should feel more independent in completing special orders and be trained to act more creatively. I understand that to make it happen, the staff has to take additional training, and this could affect prices. So, my suggestion would be that there was a trained person at the counter, as well as someone in the kitchen area, who would be able to handle special orders like mine. I would also put an encouraging logo like “Even if your taste is very different, we will be happy to process your special order.” These orders could cost extra money, but they might also attract new customers.