DISC Assesment

In the DISC I got results that I think do reflect my leadership type. My results were Ic. Within the workplace I do feel I influence people doing it my way but not in a dominant way. I remember a few years ago when I was a shift manager at a  call center how I’ve influenced the employees. From one side I had to keep the level of service up and that everybody will answer the calls as fast as they could but from the other side I had to decide who can take a break and when. Many times as a shift manager I had to say to people to wait with their break. I can say that most of the time the employees respected and trusted me when I said “no” because when it was possible I would encourage them to take longer breaks.  The notion was that if I’ll show that I care they will pay me back when I need them the most. I saw shift managers who were dominant and always complained I was too soft but they were amazed to see the reports analyzing the calls during my shifts. The level of service was the highest and the call center atmosphere was very good and quite. When the dominant shift managers had the control the atmosphere was bad, people didn’t stop to argue and I saw no respect in both directions. That answers why I don’t regret not being dominant and I am very satisfied with the results.

I think it is very important to know with what “types” of people you work with. My previous boss was dominant and it took me a while to understand that but when I did I saved a lot of energy and time. In the beginning when he said to me to do something I would argue he is wrong but after I understood he is dominant I started to say first “no problem, lets do it” and than lead him to the conclusion that it is wrong. In other words, with dominant boss you have to act as a “yes man” and with a bit intelligence to make him change his mind. I think this test can help in any interaction but I believe it is easy to analyze people by the behavior and directly characterize them-I don’t think I need them to answer the questions to say if they are D\I\S\C

Extra Credit-McDonalds

The Five Pickles Meal

            The first thing that crossed my mind when we got this assignment was- how will I explain the McDonalds personnel that I need exactly five pickles. I felt that if I will not be able to convince myself that it is a reasonable request, so I will not be able to convince them. After a few days of building my confidence I went during lunch time to McDonalds at 40 st and second Ave. Immediately I've noticed that during lunch hours was not such a good idea since they are trying to serve everybody as fast as they can. I thought to myself that there is no chance they are going to agree to put exactly five pickles in the sandwich.

I have been waiting for a few minutes in line and than Adriana asked me with a smile "what do you want to have sir"?. Right after I asked for five pickles and well done fries with a big Mac sauce, she smiled and said: "$2.59 please".

I was totally shocked. I  was sure she didn't understand what I've asked, but in a few seconds I heard  her screaming back to the kitchen "cinco (five in spanish) pickles" and a few seconds later she came back with a burger with five pickles and well done fries!

I was so happy to get it on the first shot so I immediately swiped the card. When I got the receipt I understood she did everything I've asked but the receipt is not good. The line was so long so I gave up for the day.

I've returned to Adriana a day later, somehow she remembered the five pickles and the well done fries with big Mac sauce. I guess it was weird for her even if it wasn't noticeable. This time I told here, just make sure to print what I have asked on the receipt. She (luckily) didn't ask why I need the receipt but she called Reyna- her supervisor. Reyna told me it is impossible to put it on the receipt. I have insisted it is possible and I got it in the past. She didn't continue to argue any further since she saw I was so confident it is possible. After a few minutes when she almost gave up, she told me she can put additional pickles but only once. I have guided here just to push this button five times instead on once and it worked. Adriana read the receipt for me five times before she printed it out to make sure it is ok,  The well done fries and the sauce were a piece of cake for her. I got my order right second day in a row.

                       

                        During the process of getting my "special order" I've observed a few significant problems that I think represent many of the fast food restaurants and especially McDonalds. The first problem is that the personnel tend not to listen to the complete sentence. The personnel stop listen when they recognizes the word that matches an item from the menu. Whatever is said right after the menu order is unheard.

My lesson is that if you want something a bit different, you should say it first and before mentioning the items. In order to solve this problem, I think the employees need to take a workshop in customer service. There they emphasize listening and guide how to be a good listener. I was surprised to see that between the employees the communication was fair. Adriana explained the problem to Reyna and she listened and truly tried to help her in order to complete the transaction. In regards to the communication with the kitchen I think they should have at least a microphone instead of yelling back because it doesn't look professional. 

            The second problem I have observed was lack of effectiveness. Even the store manager did not know how to make changes to the order. The cashier program is something the employees learn on the run rather than ordinary. I understand that it probably costs too much to send so many employees for a course but they can at least send a regional representative that will study the program and than train the employees within his region. It might be expensive at the short run but it will increase productivity and customer satisfaction in the long run.

            In conclusion, I would recommend McDonalds to emphasize customer service and to make sure the employees knows a little bit more than what is needed. My impression from my visit was positive in general because Adriana kept smiling to me even if she did not have the tools or the knowledge to help me. The problem is that I know I was just lucky to get a patient representative and it is not the typical McDonalds service. Probably a little bit of luck is needed even when ordering a Big Mac