JG
Jason L. Good
Oct 24, 2026
I want to preface this by saying I have years of McDonald's management under my belt right here in Johnson City, so I know firsthand how tough quick-service food can be. I know how thankless the job feels when customers complain endlessly, and I fully respect the team members who show up and treat guests right. But sometimes, constructive feedback is the only way a store avoids falling apart.
Modern tech—kiosks, mobile apps, third-party delivery—is meant to streamline the labor, not replace basic hospitality. Today, I placed a mobile curbside order for my staff (two frappes, two biscuits, a gravy platter). Because I was en route, I didn't enter a spot number immediately. The app clearly notified me that the request for entering the number of spot I was in had timed out. My Paid order then instructed me to simply go to the Drive-Thru or come inside and give a team member my order code. Easy enough.
The frustration began at the Drive-Thru. When I gave the worker my code and explained the app's prompt, she simply lectured me on how curbside works and refused to assist. Hoping someone else on the headset would step in and fix a minor system disconnect, I realized I just had to come inside.
Walking inside, I watched my order sit on the counter Hot landing zone while my frappes slowly melted. As a former assistant manager, seeing a customer standing at the counter with a receipt or phone out is an immediate signal to step up, resolve the hiccup, and move on.
Instead, I stood there while the manager wearing the headset—who should have caught the headset chatter and handled the issue—was too focused on lecturing the front counter worker to be louder and speak up. Multiple kiosk customers ordered, paid, and received their food while I was completely ignored.
When there was finally nothing left for them to do, the runner handed over my food in a bag crumpled tightly closed—like a trash bag you’d tie up after eating. Then, the runner plopped the warm, melted frappe down onto the counter—splashing coffee down the side—and mumbled, "So the app messed up, have a good one?"
I was patient, soft-spoken, and polite from start to finish. A minor customer error with app timing should be met with a simple solution and a professional attitude, not unconserned attitude, melted drinks that come partially iced, crumpled packaging, and Zero urgency. People visit McDonald's because they are in a rush or trying to do something nice for their crew. When a small hiccup happens, choose to serve the customer—because if the tables were turned, that is exactly what you would expect. Do better for the simple fact if you did You would personally grow from it. The trait of good customer service and great hospitality will follow you in all walks of life and can quickly lead like into a better one or a bitter one.