6.20.2007

Update on my journal entry re: McDonald's

(This is a follow-up on my original entry at http://piamagalona.multiply.com/journal/item/34)

Last Friday, Jun 15, I received a text message at 10:56AM...

"Hi, Ms Pia Magalona. This is rommel Ong, operations manager of McDonald's. I just would like to know if I can call you and apologize regarding your bad experience on our delivery. Looking forward to your reply. Thank you." [sic]

Well, I returned Mr Ong's call but couldn't get through at first. An hour later, he called me. Mr Ong is a very jovial man, and is easy to get along with. He was very apologetic about my experience and I took the opportunity to repeat myself: I am only after the best quality of service your store can provide. I explained to him that from the customer's point of view, what good is spending so much on advertising when the best form of promotion for the store would be their patrons' satisfaction and loyalty.

In fact, I said, my three youngest kids and I had just "driven thru" their Marcos Hi-way (Marikina) branch just then for lunch, and true enough, I realized as I exited the drivethru, the Happy Meal™ toys were NOT in the bag. Hmph! So I had to back-up again to get into the parking area and since there wasn't any parking available, I had to ask the "parking attendant" to please claim the toys for me. (No, there wasn't a security guard that I could see.)

Ok, just to make myself clear again, I am not a whiner, I don't "look for the bad" and I am what is called a HALF-FULL type of person. I see the good in everything, but then again, I am also an assertive person, so I cannot live with mediocrity. Besides, it's my money, right?

In the end, we agreed that they ought to concentrate on the TRAINING of their personnel, and that I would update my blog/s.

So, whether or not their service improves is all up to them. He is well aware, based on the comments to that posting of mine, that I am not the only one complaining. Mr Ong said he was grateful for our feedback, and I told him I, too, appreciated his call. He also asked me to save his number for future reference.