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McDonald’s

As discussed in chapter 8, customer satisfaction is the primary determinant of whether the customer prefers one store or product over another rival one. In the case of McDonald’s, it is clear that its customers were very dissatisfied with the events. The global restaurant chain faced problems in China due to shortages in meat. Shanghai Husi Food Co. supplied McDonald’s with all its meat; hence severing the relationship over outdated meat to the restaurant caused an acute shortage. Customers visiting McDonald’s for their favorite meat burgers and other meat products must have been very disappointed. McDonald’s should have implemented several strategies concerning customer service to ensure they did not lose their customers completely.

One of the reasons why people all over the world love McDonald’s is their delicious food and the assured quality. To discover that they had been deliberately supplied with outdated meat was quite shocking, and McDonald’s did the right thing severing ties with Shanghai Husi Food Co. the first thing for the company to do to regain goodwill is to explain the situation to the customers. They should say that they are still negotiating with suppliers to ensure that the customers get the best quality of meat. Such an assurance would show that the company cares about its customers and makes no compromise on quality, even if it means temporary losses. Another thing that McDonald’s can do to keep customers happy is to have promotional discounts as a way of apology. For example, they can sell some items at half price or give every tenth customer free drinks. Workers at the restaurants should be careful to listen keenly to the customers’ concerns and complaints and assure them that their concerns were valid. The company should also put out a statement on their social media platforms accompanied by an apology for the inconvenience.