By USNN World News Staff
In 1954, Ray Kroc discovered a small burger restaurant in California, laying the foundation for what would become one of the world’s most iconic fast-food chains, McDonald’s. Over the years, McDonald’s has experienced exponential growth, adopting the franchise model and expanding to over 36,000 restaurants in more than 100 countries. However, recent experiences at McDonald’s restaurants in Portsmouth and Hampton, New Hampshire, have left customers questioning whether the franchise model has lived up to the high standards set by its founder.
Declining Service Standards
McDonald’s rise to prominence can largely be attributed to its dedication to providing quick, efficient, and friendly service. Unfortunately, in recent times, this commitment seems to have waned, resulting in a significant decline in service levels. Customers visiting the Portsmouth and Hampton locations have reported numerous instances of poor service, illustrating a stark departure from the company’s original vision.
Portsmouth: An Unpleasant Experience
Multiple customer experiences at the Portsmouth location highlight the deterioration in service quality. One customer, despite placing an order via the McDonald’s app for table service on July 23, 2023 never received the table service or the two drinks associated with the order. To exacerbate the situation, the order was incomplete and left unattended. Meanwhile, the customer’s wife encountered neglect, a lack of attention and was refused service from one of the counter staff when she tried to place an additional order. The employee’s unprofessional attitude and inability to process a valid coupon further compounded the issue. Attempts to speak to the management team proved fruitless, showcasing an apparent lack of concern for customer satisfaction. Additionally, there were two instances of incorrect orders taken from customers using the drive-thru window, which were subsequently thrown away.
The Hampton location mirrored a similar pattern of disappointing service. Instances of staff locking customers in or out due to being overwhelmed, despite minimal customer traffic, raised concerns about the restaurant’s ability to handle even basic operations. Furthermore, on the night shift, the exterior lighting occasionally remains off. The absence of managerial presence and decision-making authority in such situations reflects a lack of responsibility and a customer-focused mindset.
Seabrook: Ignored at Kiosk and Counter, Leading to Walkout
On July 25, 2023, at 2:30 PM, a rather unpleasant incident unfolded at the McDonald’s outlet in Seabrook. A father and his son approached the self-order kiosk to place their order, but encountered technical issues that prevented them from proceeding. Unfortunately, they received no assistance from the staff despite seeking help. Frustrated and disappointed, they decided to try their luck at the counter. However, the situation worsened when they were completely ignored by the employees on duty. The tension escalated as a woman who stood behind them in the queue also failed to receive any service. Exasperated and fed up with the lack of attention, all three customers eventually left the restaurant in utter disgust. The unfortunate incident left a bitter taste in their mouths, tarnishing their experience at the once popular fast-food establishment.
Lost Revenue Could Be Substantial
How much revenue do you think this franchise owner loses based on poor service? The incidents of poor service at McDonald’s locations in Portsmouth, Hampton, and Seabrook have undoubtedly had a negative impact on the company’s revenue and reputation. The decline in service standards has likely deterred potential customers from returning and may have even led to the loss of loyal patrons. In the case of the Seabrook incident on July 25, 2023 alone, the father, son, and the woman who walked out may represent just a few of the many dissatisfied customers who could have otherwise contributed to the restaurant’s revenue on that particular day. Additionally, considering the frequency of incorrect orders and the lack of attention to customer needs, it’s reasonable to assume that the combined revenue loss for these three locations could be substantial. It is essential for McDonald’s and its franchise owners to address these service issues promptly and effectively to ensure customer satisfaction, regain trust, and prevent further revenue loss.
COVID-19 Pandemic Impact
The onset of the COVID-19 pandemic prompted many fast-food establishments, including McDonald’s, to prioritize drive-thru service over dine-in facilities. However, this shift in focus shouldn’t undermine the importance of maintaining a quality experience for customers who choose to eat inside the restaurant.
Misalignment with Founder’s Vision
Ray Kroc’s original vision for McDonald’s centered around providing a consistent, high-quality dining experience for customers. The recent incidents at the Portsmouth and Hampton locations appear to diverge significantly from this vision. The franchise model should ensure that all restaurants maintain the brand’s core values and standards, but it seems that some locations are falling short of meeting these expectations.
While McDonald’s has undeniably achieved tremendous success through its franchise model, it is crucial for the company to reevaluate its commitment to upholding founder Ray Kroc’s vision. The recent instances of poor service and customer dissatisfaction at the Portsmouth and Hampton locations highlight the need for closer monitoring and management of individual franchises. By re-emphasizing its dedication to quality service and consistency, McDonald’s can reinforce its position as a global food service leader and recapture the essence of its humble beginnings.