Long ago I stopped going to Walmart for maybe ten years. It wasn't a political thing. It wasn't about low pay, no benefits and a crummy, dirty store. Nope, it was all about the service. It was the worst. Employees that could care less, a return policy that drove me nuts...and away. I was absent a Walmart until last year when my local re-opened after spending about $2 million. So, I tried it. And, I've been back a number of times. It's been a positive experience.
Enter McDonald's and this crazy tale of automation.
I stopped in to pick up an egg and cheese biscuit. I don't eat bacon and sausage is out so...egg and cheese it is. I walk in, with little time to spare as I headed to my next meeting. The person who was to be working the counter was working at something else so I waited, patiently, until she spied me.
"I'm sorry I was doing something else. How may I help you?"
I'd like an egg and cheese biscuit please.
"Let's go over to the kiosk and place your order."
Uhm...no let's just order here.
As she comes out from behind the counter and marches toward the kiosk she said, "Oh, don't worry I'll help you."
I'm not worried. I'd just like an egg and cheese biscuit.
"Well, come over here and let's use the kiosk. I'll show you how. Is this to go or for here?"
It's to go.
"So, how has your morning been?"
It's been fine until I walked in here. I just want to order an egg and cheese biscuit and I'll be out of your way.
"Here is our kiosk.(She said it in almost a reverent tone.) Now, would you like me to help you?"
No. I think I can do this.
So it went. I ordered my egg and cheese biscuit under the watchful eye of the young lady "helping me". I'd call her by name but she was working under cover...no name badge.
Egg and Cheese Biscuit. No, I don't want to customize the order. Yes, I would like a drink. What kind? A Diet Coke. What size? A small. All the time pushing the buttons. Finally I had ordered by Egg and Cheese Biscuit with a small diet coke.
We went back to the counter, she gave me my ticket and within 90 seconds I was handed a bag by a smiling young lady who said, "Egg and Cheese Biscuit to go, sir."
I gathered my drink, headed out to the car. Got down the highway, opened the bag and...
Yes, there was a biscuit. Yes, there was egg. Yes, there was bacon... BACON? Did I ORDER WRONG from the blasted kiosk?
Uhm...nope as you can see by the receipt.
I wonder if, when I take this back...and I will...If I'll be forced to visit with the kiosk or (heaven forbid!) a human?
What should have happened? Yep, she should have just taken the order. Weary.