Local McDonald’s unveils new kiosks

June 22, 2017 | Debbie Gardner
debbieg@thereminder.com

The Liberty Street McDonald’s unveiled its new ordering kiosks as part of its recent renovations.
Reminder Publications photo by Debbie Gardner

SPRINGFIELD – The McDonald’s at 660 Liberty St. is taking a page from a competitor’s playbook, and letting customers “have it their way” when it comes to ordering and paying for meals.

This newly remodeled location is the first in the area to offer guests the opportunity to place their orders through digital kiosks as well as at the counter.  This new system not only allows guests to easily customize their meal choices, but also to pay by credit or debit card, Apple or Samsung Pay, or simply print a receipt and pay with cash at the counter. Food ordered through the kiosk system is delivered to guests at their table.

Store Manger Samuel Verges said the new kiosks – which operate similarly to the self-ordering stations in several national retail outlets – have been in place for about a month, though the official grand opening of the store didn’t take place until June 14.

Verges said customer acceptance of the kiosks has been positive so far.

“A lot of people are using them and liking them,” he said. “We’re the first one in the area, but they are planning to do more.”

During The Reminder’s short mid-morning visit to this McDonald’s, a half dozen people chose to order though the kiosks – twice as many as those who approached the counter – including first-time user Manny Pedallo, who said the experience was “very easy.” Amy Flores, one of the 15 employees hired to help introduce customers to the kiosk system and provide table service, said this self-ordering system is a real boon to the restaurant during the busy lunch hour period, or when a customer has a complicated order.

She related a recent experience helping a woman who had some very specific questions about items in her order.

“I took her to the kiosk and she was ecstatic because she could see the items, pick the kind of cheese she wanted, and such,” Flores said. The kiosks, she said, also insure a customer’s order is processed correctly.

“They don’t have to worry about their order being mixed up because we couldn’t hear them, or have us say, ‘Sorry, can you repeat that?’” Flores added.

Intrigued, I decided to try my hand at ordering through the kiosk. I found it very easy to customize not only the size of my coffee, but also the amount of milk and sweetener added. I had a little trouble locating the muffins, but with Flores’ help, I completed my order, entered a table tent number (these are stacked alongside the kiosks), swiped my card and, table tent in hand, found a seat. My snack arrived very quickly, and I was impressed. The coffee was perfect, just the way I like it.

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