In terms of customer service, there’s an old saying that states the customer is always right. However, not every person working with the public feels that way. A McDonald’s manager was fired after a heated incident last weekend in Dearborn was captured on video. Apparently, the manager became so heated that she yelled at a drive-thru customer and tried to grab his phone as he continued to record.
Working with the public in the fast food industry is not an easy task. It can be a pretty stressful environment and customers can push you to the edge, however, employees are encouraged to still deliver service with a smile.
Service With A Smile:
Dearborn, Michigan man, Tyler Lamb, attends the same Mc’Donald’s all the time. However, he revealed on camera that there is always something wrong with his order. Instead of offering to correct the mistake, the manager on duty asked him why he continued to return. Apparently, Lamb stopped by the same Mc’Donald’s that often gets his order wrong. When Lamb approached the drive-thru window to complain about his missing items, Lamb was told to call the fast-food chain’s corporate office.
It’s unclear if Lamb wanted his money or not, per his Facebook page, he stated that he simply wanted his food replaced. On the video, the employee at the window apologized but told him she couldn’t return his money. She said he could call corporate about it the next morning, according to the video which includes a racial slur from the McDonald’s manager – posted on Tyler Lamb’s Facebook page.
Sir I’m sorry. I understand your frustration. But our policy is that we can’t give you money, the cashier said.
Frustrated with the customer’s persistence, the manager stepped in front of her colleague and let him have.
Watch out, she said, lunging out of the window to grab at the phone. You gotta get me off your phone, for real. That’s illegal…
The man drives off, saying, “All right, you’re fired” and it looks like he was right.
McDonald’s spokeswoman Leslie Pardo issued the following statement:
We have zero tolerance for any employee who disrespects our customers. We immediately terminated the manager upon learning of this incident. All personnel are trained to provide high-quality service to our valued customers.She said the manager was fired Monday afternoon, and the restaurant owner is contacting the customer Tuesday to apologize.