Penny-wise or Penny-foolish?
April 30, 2009 by Skip Weisman
Filed under Champion Service & Sales
I went into McDonald’s yesterday to pick up one of the franchises recent new offerings, sweet ice tea for one dollar. I’ve been going there strictly for this product a couple of times a week as it reminds me of my eight years in North and South Carolina where the sweet sun tea is a staple. It’s one of the things I miss about living down there.
The large 32 oz. ice cubed filled drink is on their $1 menu, which with tax comes out to $1.08 in our area. I gave the young, teenage attendant taking my order and collecting my money the dollar bill and dime I brought in to the restaurant with me.
She replied, “is it okay if I don’t give you change as I don’t have any pennies in my drawer?”
Despite my recent venture into the land of Improv comedy I was speechless, as she turned around and went to fill my order.
Upon here return, I said, “I’m just wondering, what if I had told you I didn’t have any pennies and only gave you one dollar and a nickel?” The young girl, just smiled and shrugged.
Convenience stores have figured this thing out in most areas, with the “take a penny, leave a penny” cup near the check out counter. Why can’t fast food restaurant franchises do the same, or at least empower their front line personnel to make pennywise customer service decisions?
