By USNN World News Staff
In 1954, Ray Kroc discovered a small hamburger 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, embracing the franchise model and expanding to more than 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 be largely attributed to its dedication to providing fast, efficient and friendly service. Unfortunately, of late, this commitment seems to have waned, resulting in a significant decline in service levels. Customers visiting the Portsmouth and Hampton locations reported numerous instances of poor service, illustrating a stark departure from the company’s original vision.
an unpleasant experience
Multiple customer experiences at the Portsmouth location highlight the deterioration in service quality. A customer, despite placing an order through the McDonald’s app for table service on 7/23/2023, never received table service or the two beverages associated with the order. To make matters worse, the order was incomplete and not served. Meanwhile, the customer’s wife found neglect, inattentiveness, and was denied service by one of the counter clerks when she tried to place an additional order. The clerk’s unprofessional attitude and inability to process a valid coupon further compounded the problem. Attempts to speak to the management team were unsuccessful, showing an apparent lack of concern for customer satisfaction. Additionally, there were two instances of incorrect orders taken from customers using the self-service window, which were subsequently scrapped.
The Hampton Disappointment
The Hampton location reflected a similar pattern of disappointing service. Instances in which staff locked customers in or out due to being overwhelmed, despite minimal customer traffic, raised concerns about the restaurant’s ability to handle even basic operations. Also, on the night shift, the exterior lighting is occasionally turned off. The absence of managerial presence and decision-making authority in such situations reflects a lack of accountability and a customer-centric mindset.
Impact of the COVID-19 pandemic
The onset of the COVID-19 pandemic caused many fast food establishments, including McDonald’s, to prioritize self-service over dine-in facilities. However, this shift in focus should not undermine the importance of maintaining a quality experience for customers who choose to dine inside the restaurant.
Misalignment with the vision of the founder
Ray Kroc’s original vision for McDonald’s focused on providing a consistent, high-quality dining experience for customers. The recent incidents at the Portsmouth and Hampton locations appear to diverge significantly from this view. The franchise model should ensure that all restaurants uphold the brand’s core values and standards, but it seems that some places are not living up to these expectations.
While it is undeniable that McDonald’s has achieved tremendous success through its franchise model, it is critical that the company reassess its commitment to upholding the vision of founder Ray Kroc. Recent cases of poor service and customer dissatisfaction at the Portsmouth and Hampton locations highlight the need for closer supervision and management of individual franchisees. By re-emphasizing its dedication to quality service and consistency, McDonald’s can strengthen its position as a world leader in foodservice and recapture the essence of its humble beginnings.