The Customer Service Problem at McDonald's Is a Symptom of a Much Bigger Problem

[KennedyBrothers]

161. How many ketchup packets...

I admit I eat at McDonald's more than I "should." I probably go to Mickey D's at least once a month, usually through the drive-through window.

At any rate, I started doing a little experiment in late 2011. I started asking for a specific number of ketchup packets rather than just asking for "some ketchup."

My findings? On only one occasion out of at least 20 visits to a McDonald's has the employee given me the exact number of packages I asked for, which is almost always "three." On every other occasion, I have received anywhere from four to 13 packets. Yes, 13. I counted them.

That's very minor in the big Mickey D's picture, but it seems like that is something the company could work on as a whole, both in company stores and those operated by franchisees. If customers say they want three ketchup packets, given them three, not four or more. Some McD's do not even give ketchup unless asked, which is fine, but giving more than requested is just a poor business practice all the way around.

And yes, Mickey D's, I accept gratuities for my suggestions. I estimate my idea will save your company at least $100,000 a year, so I'd be happy with a $50,000 thank-you note. Contact me through DU.