HR Strange But True!
July 12, 2001

Company documents reveal that McDonald's executives believe their fast-food empire is losing millions of dollars in lost sales every year because of rude employees.

They're so worried, in fact, that they plan to dispatch "customer recovery teams" to restaurants to combat the rudeness. Exactly how will they do that? The documents don't say.

The documents, obtained by Dow Jones Newswires and posted on an in-house company Web site, do say that "on any given day, 11 percent of McDonald's customers are dissatisfied with their visit and take the time to share their complaint with the restaurant."

Slow service, wrong orders, dirty stores, and employees who seem to have forgotten the company's slogan, "We love to see you smile," could be making an even greater impact than that 11 percent may indicate, however. That's because "most customers who have complaints do not share it with the restaurants - they just don't come back," attendees at a recent McDonald's conference on the subject were told.

Source: Chicago Tribune.

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